AccountId: 011433970860
ContactId: 6dc956bc-8342-4086-b541-1854e2aba824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415190 ms
Total Talk Time (AGENT): 217190 ms
Total Talk Time (CUSTOMER): 116037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6dc956bc-8342-4086-b541-1854e2aba824_20250305T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. I'm just calling. I, I recently, uh, joined your, uh, your plan and just wanna get a, uh, uh, description of the benefits.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so Mr. [PII], you have some questions regarding your benefits on your coverage with APL is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][POSITIVE] Yes sir, I can help you with that. And Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 0259
[CUSTOMER][NEUTRAL] 416.
[AGENT][NEUTRAL] I'm sorry, 41.
[CUSTOMER][NEUTRAL] 4146.
[AGENT][NEUTRAL] 46. OK, thank you. So give me a couple of moments please to get your information pulled up and then Mr. [PII], I will have to verify several things with you first for security and also any information that's provided would be a verification of benefits, not a guarantee of payment. So one moment please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], the first piece of information to verify will be your email address please.
[CUSTOMER][NEUTRAL] Uh, sure, it is, uh.
[CUSTOMER][NEUTRAL] Uh my last name followed by my 1st, 1st initial, and that's [PII]
[AGENT][NEUTRAL] You know, the reason
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No way.
[AGENT][NEUTRAL] OK, no, OK, I'm sorry, uh, I think you misunderstood me. First, what is your date of birth?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Yeah, we're good. OK, I heard [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh reading Reading, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that you gave me that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[AGENT][NEUTRAL] Again?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] And mhm.
[CUSTOMER][NEUTRAL] At AZ engineer.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much for verifying your information so this is through your employment with Creative Circle, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes sir, so the plan that you have with our company is a limited benefit plan.
[AGENT][NEUTRAL] This is not major medical insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what type of benefit
[CUSTOMER][NEUTRAL] Uh, what
[CUSTOMER][NEUTRAL] What does it, uh, what does it cover? I guess.
[AGENT][NEUTRAL] OK, so you have a lot of different benefits. I'm actually going to email you also a user guide, Mr. [PII], so that you can set up your profile in our portal. It will give you access to your ID cards. It will also give you an access to a copy of your policy certificate with all of your benefit information included.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there a specific type of benefit that you have a question regarding?
[CUSTOMER][NEUTRAL] Uh, it, it's, do you have any information on the deductible that you can give me?
[AGENT][NEUTRAL] OK, so there is not a deductible on this plan. Again, this is not major medical insurance, so this plan provides certain benefits amounts for certain services per calendar year.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yes, it again it's.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Yeah, just send me the the uh.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] The plan and all
[AGENT][NEUTRAL] OK, now I do need to we do not currently have your phone number in the enrollment information that we received from benefits and a card, so I need to give you their phone number. I can also get you connected with them, Mr. [PII], so that you can get that information added and then they will provide that to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can't go.
[AGENT][NEGATIVE] I cannot update it because the information is not, it is sent to us from benefits and a card.
[CUSTOMER][NEUTRAL] You can't
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So any updates to your address or you know your phone number like anything like that has to be done with them and then we will receive that updated information from them mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][POSITIVE] Yeah, no, the benefits.
[AGENT][NEUTRAL] Uh huh. Then if it's in a card or they can also go by B like the brand of pins.
[AGENT][NEUTRAL] But their phone number is [PII].
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you include that in your email?
[AGENT][NEUTRAL] Yes sir I can. Would you like for me to connect you with them also?
[CUSTOMER][NEUTRAL] Uh, no, not right now.
[AGENT][NEUTRAL] OK, so I will include their phone. I will the email that you're going to receive is going to come from [PII] team at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I will also put APL in the subject line for you so that that is easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there anything else, Mr. [PII] I can help you with this morning?
[CUSTOMER][POSITIVE] I don't think so. Thank you very much for your help.
[AGENT][POSITIVE] Well you are certainly very welcome and again thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.