AccountId: 011433970860
ContactId: 708b4a89-8c82-4bc2-97b5-2aa377f1f437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360799 ms
Total Talk Time (AGENT): 214546 ms
Total Talk Time (CUSTOMER): 119016 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/708b4a89-8c82-4bc2-97b5-2aa377f1f437_20250109T21:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I'm a new enrolling enrollment. I had a new enrollment, uh, with my employer, and I'd like to get my benefits card.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, you're needing to get an ID card. Is that correct?
[CUSTOMER][POSITIVE] Yes, please. Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh this is, my name is [PII] Last name [PII].
[AGENT][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] And [PII] Is that correct? Thank you. And um [PII], what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Uh huh that is correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your, uh, I'm sorry, you, do you know your policy number?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK. All right. What is, and this is through your employer, is that correct? Did you have our coverage? OK, and what is your full social security number so that I can look up your information, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and again, you said that is [PII]?
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, I'm just gonna repeat it one more time. [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so I was not able to locate anything in our system yet under your social. Who do you work for?
[CUSTOMER][NEUTRAL] I work for Incredit Bank, but I'm not sure if it goes under our concierge, which is the Florida Bankers.
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] Let me see that. OK, give me.
[CUSTOMER][NEUTRAL] I think it's us
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think it is under Incredit Bank, but give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm gonna just look at the um the script's information to see if I can maybe locate it. Maybe we received something um.
[AGENT][NEUTRAL] You know, maybe a number was off on your enrollment or we haven't received it yet. So give me just a moment to, to look at this for you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] When was your policy supposed to have been effective, [PII]?
[CUSTOMER][NEUTRAL] Effective, uh, this [PII].
[AGENT][NEUTRAL] OK. So as of now, and I'm looking at all.
[AGENT][NEUTRAL] All the information on the group, uh, we do not have an enrollment at this time for you.
[AGENT][NEUTRAL] So what I recommend that you do is reach out to your human resources department.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And let them know that you had contacted APL and we did not have an enrollment on file for you.
[CUSTOMER][NEUTRAL] And I'm being charged, so I hope it is. OK, um.
[AGENT][NEUTRAL] So it may just be that we haven't received the information. I, you know, I'm not sure, but that's, it would come from your HR department.
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] Now, can you tell me a little bit about how it works?
[CUSTOMER][NEUTRAL] Does it, I mean, this, this gap cover like um co-payments or is it just an emergency?
[CUSTOMER][NEUTRAL] Visits like how how does it work?
[AGENT][NEUTRAL] Well, they're OK, so under your company, let me see if I can find someone that has a recently issued policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, this is a supple, it's hard for me to give you specific, I can't give you specific benefit information since we don't have a policy issued for you, but yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's OK, it's OK. I'll look it up. I'll look it up in my in my portal.
[AGENT][NEUTRAL] Um, this
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] OK, so this policy is designed, this type of coverage is designed to help you with co-pays, deductibles and co-insurance amounts of covered services.
[AGENT][NEUTRAL] So, for example, um,
[AGENT][NEUTRAL] Again, without having a specific policy issued for you, [PII], it's really hard for me to tell you exactly what the benefits would be on it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, but you're wanting to know if office visits?
[AGENT][NEUTRAL] are covered
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Were you wanting to know about office visits specifically?
[CUSTOMER][POSITIVE] You know what, it's OK. I'll, I'm gonna go through my benefits because I, I'm pretty sure I'll have more information there.
[AGENT][NEUTRAL] OK, but first and foremost I would recommend that you reach out to your HR department and just let them know that you did speak to us, but that we did not have an an enrollment on file for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll do that right now.
[AGENT][NEUTRAL] OK. Well, is there anything else um that I could help you with at the moment?
[CUSTOMER][NEUTRAL] No, that's, that's it. I mean, you can't really help me until I validate, I mean, I'm being charged $64.37 for it. So let me just double check with my um with my uh benefits.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, ma'am, yeah.
[AGENT][POSITIVE] Sure. Absolutely. Yes, ma'am. Well, you're very welcome and once it has, everything has, you know, been received, yes, ma'am, please call us and we'll be happy to go over any information with you.
[CUSTOMER][POSITIVE] Department. OK, thank you.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.