AccountId: 011433970860
ContactId: 79c10e79-015a-4a35-9945-e3d5495c2e98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 987739 ms
Total Talk Time (AGENT): 384927 ms
Total Talk Time (CUSTOMER): 328187 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/79c10e79-015a-4a35-9945-e3d5495c2e98_20250110T17:47_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah, I, yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, uh, yes, I'm calling about, um, the jack, they sent it to me.
[CUSTOMER][NEUTRAL] Uh, it's on, um, can you see Masipapa?
[CUSTOMER][NEUTRAL] What is that check for? Did they say it's over here for [PII]?
[AGENT][NEUTRAL] OK, you've received a check from APL is that correct?
[CUSTOMER][NEUTRAL] Yes, I received it today. I just checked my mail today.
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] OK, is it addressed to you this check that you have received?
[CUSTOMER][NEUTRAL] Yeah, this, this is, this is I'm [PII].
[CUSTOMER][NEUTRAL] It's $45.
[AGENT][POSITIVE] OK. Yes, well, I can try and help you with this. I can look this up for you. And I'm sorry, what is your name?
[CUSTOMER][NEUTRAL] Did you see [PII]?
[AGENT][NEUTRAL] Can you spell your name for me, please? I'm not understanding you. I'm sorry.
[CUSTOMER][NEUTRAL] OK. It's [PII] [PII]. That's the first name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The last name is uh yes, the last name is [PII].
[AGENT][NEUTRAL] OK. And can you pronounce your last name for me again? [PII]?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, one more time.
[CUSTOMER][NEUTRAL] Well, I have a a
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] out, OK.
[CUSTOMER][NEUTRAL] Yeah, I have a claim number over here.
[AGENT][NEUTRAL] OK, so first off, I need to get a callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number with APL?
[CUSTOMER][NEUTRAL] OK. I have a policy number over here. Yes. It's uh 02456565.
[AGENT][NEUTRAL] OK, thank you. So, Ms. [PII], give me a moment to get your information pulled up. Once I do, I will have to verify several things with you first, for security purposes, just, just one moment, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm sorry, what was the apartment number again, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. And you said that you do have a claim number that is referenced regarding that check?
[CUSTOMER][NEUTRAL] Yeah, it's a.
[CUSTOMER][NEUTRAL] Yeah, the name number is
[CUSTOMER][NEUTRAL] 343547002.
[AGENT][POSITIVE] OK, so thank you.
[CUSTOMER][NEUTRAL] It's a relationship is child.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, so give me just a couple of moments to look. Is that what is that check number?
[CUSTOMER][NEUTRAL] The check number is 2021.
[CUSTOMER][NEUTRAL] 029.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yes, ma'am. I can see that, uh, one moment.
[AGENT][NEUTRAL] I do need to look at just a couple of other things, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is not for you that represent your claim.
[AGENT][NEUTRAL] Yes, now I can, I'm just trying to get some additional information loaded, please. So give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just read the, the, the.
[CUSTOMER][NEUTRAL] This form.
[CUSTOMER][NEUTRAL] They got two letters from you guys.
[AGENT][POSITIVE] I appreciate your patience while I'm searching some information cause I can see where that was issued to you. Yes, ma'am. So just a moment.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So this check, Ms. Pow pow, was issued to you for a wellness benefit for your dependent child, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] He went, it shows the date of service was [PII].
[CUSTOMER][NEUTRAL] Oh yeah, I think
[CUSTOMER][NEUTRAL] [PII], oh, OK, yes. Mhm.
[AGENT][POSITIVE] Yes, ma'am. So that benefit for that wellness was paid directly to you.
[AGENT][NEUTRAL] We had received a claim, so the benefit was paid to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's what that check is for. And it, and that check number you did say is 2021029?
[CUSTOMER][NEUTRAL] Uh-huh. It's $45.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct, yes ma'am. That is what I see. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. And then the, and the
[AGENT][NEUTRAL] Yes, and it was for [PII].
[CUSTOMER][NEUTRAL] OK. And the other one is over here, they say is uh 105.
[CUSTOMER][NEUTRAL] What is that? It's not a check. It's, they say this, this is not a pill, but they tell me all the wellness, uh.
[CUSTOMER][NEUTRAL] And they add together they come with 105.
[AGENT][NEUTRAL] OK, so let me get to that remark.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I I.
[AGENT][NEGATIVE] OK, so on that, that was not payable. If you, there should be a page 2, another page in your documents you received, where it has a remark code and that just states this policy does not provide benefits for vaccines and immunizations or the administration of the injections.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, means I pay this one?
[AGENT][NEGATIVE] Those are not covered. Listen, those two things, the poli your policy doesn't cover.
[CUSTOMER][NEUTRAL] Oh, this is
[AGENT][NEUTRAL] The well those vaccines or immunizations.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's like uh any vaccine did not cover, like a flu shot or anything.
[AGENT][NEGATIVE] That is not correct. That is not covered under this plan. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, um, but, uh, this, um, uh, this, um, policy is still active?
[AGENT][NEUTRAL] Uh, let's see, I believe so, yes, ma'am, um, one second.
[CUSTOMER][NEUTRAL] Look underwear over there.
[AGENT][POSITIVE] Yes ma'am, it does, it does show that it's, it is showing as active yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. I just wanna know. It's still active. OK. Uh.
[CUSTOMER][NEUTRAL] OK, this, this check is good to, to deposit on my account, right?
[CUSTOMER][NEUTRAL] I don't want to do anything if I don't, you know.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] OK, so you're asking about your premium payments?
[CUSTOMER][NEUTRAL] The, the, yeah, like a $45.
[AGENT][NEUTRAL] That check is issued to you for you to
[AGENT][POSITIVE] Deposit, take to the bank, you know, cash, whatever you wanna do. That has nothing to do with your premium. Now, if you have any questions on making a premium payment or anything like that, then you will need to speak to benefits and a card. That is the company that handles all of that for your employer, and I'll be happy to give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sure, let me get the pen this one. Hold on a second.
[AGENT][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Yeah, OK, what is the, a phone number?
[AGENT][NEUTRAL] OK, so the benefit, I'm sorry, the phone number for benefits and a card is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am. And I can also connect you with him if you would like for me to, or are you wanting to call them directly?
[CUSTOMER][NEUTRAL] Uh, I'm gonna call directly.
[AGENT][NEUTRAL] OK, and then one last question, Ms. [PII], have you ever created your profile in our online service center with APL where you can have access to your policy information, ID cards, and also the explanation of benefits for your claims that are processed by APL?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, I never uh created any uh things on, on online, yeah.
[AGENT][NEUTRAL] Uh, OK, OK, so what I can do, I do have a user guide that has the instructions for how to go about doing that and also it explains the different ways that you can use the portal and if you'll give me just a moment, I will send that to you in an email.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Now, on your name, is it capital P and then obviously lowercase a O and then is the next P capitalized or no?
[CUSTOMER][NEUTRAL] The what, the email?
[AGENT][NEUTRAL] Now, on your last name?
[CUSTOMER][NEUTRAL] OK. Uh, well, my last name is um [PII]. It's uh, [PII], the first.
[AGENT][NEUTRAL] Are both Ps? Yes, are both Ps, right, but are both P's capitalized?
[CUSTOMER][NEUTRAL] The first P is a capital and then all the lower case.
[AGENT][NEUTRAL] OK, all right, because in our system everything is capitalized, so I just wanted to make sure before I sent you this email. So just one second please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh hurry.
[CUSTOMER][NEGATIVE] Give me the trouble. Where is it?
[CUSTOMER][NEUTRAL] Hurry on
[CUSTOMER][NEUTRAL] I need.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, look for it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the, with the oil in your body.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, so I have sent you that email, Ms. [PII], and it is going to come from care team at [PII], and I did put APL in the subject line for you so that it's easy to recognize. And then if you have any questions or need any help in setting it up, you can give us a call back and we'll be happy to do that for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Help you with that.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I've got your, your email. OK. OK.
[AGENT][POSITIVE] You did receive it? Good. OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's about it. Thank you so much. You have a wonderful day.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][POSITIVE] I hope you do too. Thank you again for calling APL and I hope you have a wonderful weekend as well.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Same to you. Thank you. Goodbye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] That's my shirt