AccountId: 011433970860
ContactId: 79e642f4-7a92-4aec-b9f7-3fc9fb4c3149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765929 ms
Total Talk Time (AGENT): 226876 ms
Total Talk Time (CUSTOMER): 188142 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/79e642f4-7a92-4aec-b9f7-3fc9fb4c3149_20250514T13:16_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, I'm not even sure if I hit the right department. Um, my name is [PII], and me and my husband, we have coverage with you guys, um, and I was, I, I've never received my medical card. I have a physical coming up next Tuesday, and I'm not even sure what benefits we have and what's covered.
[AGENT][NEUTRAL] Do you have a so can I, well, I do, I know you have a social. Can I have your social to pull up your policy?
[CUSTOMER][NEUTRAL] Is it mine? you want mine or my husband's?
[AGENT][NEUTRAL] Um, well, I'm not sure whose policy it is, so when you call, you just say you and your husband has a have a policy, so I'm not sure whoever the policyholder is, I would need the social of that person.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you, what is your um
[AGENT][NEUTRAL] Give me your full name, your mailing address, and your date of birth.
[CUSTOMER][NEUTRAL] My name is [PII], [PII], and my date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's a good call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling about your medical benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so let me give you the policy number.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 2506732. That's 2506732.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So let me request for someone to send you a copy of your card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way they can email it because if I gotta go to the doctor next Tuesday, um, I'm sure it's not gonna be here by then.
[AGENT][NEUTRAL] Yeah, I can email it to you as well, but I'm gonna request for them to send you a physical copy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much. I really appreciate that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bear with me, it's pulling up.
[CUSTOMER][POSITIVE] No man, no problem, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] It's amazing how everybody be rubbernecking trying to see an accident as soon as they pass it they wanna speed up. That's just ridiculous.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said rubber naked.
[CUSTOMER][NEGATIVE] I'm like, stop rubbernecking.
[AGENT][NEUTRAL] And gonna cause another accident?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] I know, like they don't even get it.
[CUSTOMER][POSITIVE] Got me late for blood work. I'm so glad they come back and take my time.
[AGENT][NEUTRAL] OK, what's your email address that you want this information sent over to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna send you a copy of all your cards, your medical and your dental cards.
[CUSTOMER][POSITIVE] Oh, perfect. Yeah, cause we have, I have the vision. I just didn't have the dental or the medical.
[AGENT][NEUTRAL] Yes, we're not affiliated with the um with vision. We just have your medical and your disability and your dental.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now I know they were telling me that uh the gentleman that um that enrolled me, he did tell me that medical was not that good grade.
[CUSTOMER][NEUTRAL] Um, and he was telling me that for how it normally works, and I'm not even sure if you know this or not, but, um, I, I think we're entitled to one physical per year, but we have to pay and they, we get reimbursed. Is that how it works?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, see, that's probably.
[AGENT][NEUTRAL] He's probably talking about your um
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Trying to see if you guys have like a cancer policy or something.
[CUSTOMER][NEUTRAL] I don't think we do.
[AGENT][NEUTRAL] Um, I don't know.
[AGENT][NEUTRAL] I'm not sure, but I could transfer you to that department, to the um HR department so they can better assist you with this fee. I work in the claims department.
[AGENT][NEUTRAL] And I can read stuff to you, provide you that information by reading it, but then when it comes to like in depth benefits for different policies, if I don't work on them, I'm not really.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Accurate on the information about them.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and I was trying to reach customer service, but they didn't give me an option for customer service, so that's I said I was.
[AGENT][NEUTRAL] It's OK, I can transfer you over there.
[AGENT][NEUTRAL] Just bear with me, I'm trying to.
[AGENT][NEUTRAL] Make sure that I have all your information.
[CUSTOMER][NEUTRAL] Cause my husband had to get a physical too. I wasn't sure how the process works.
[AGENT][NEUTRAL] Can you check the email to see if you when you said you're driving you don't have to check it.
[CUSTOMER][NEUTRAL] Something did come through.
[CUSTOMER][NEUTRAL] I heard the, the little alert, yeah.
[CUSTOMER][NEUTRAL] I see it.
[AGENT][NEUTRAL] I'll send this over for you. Would you like for me to transfer you to?
[CUSTOMER][NEUTRAL] Please, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So bear with me, let me see if someone's available so they can assist you. Is there anything else that I can assist you with before I transfer you?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] No, ma'am, that was it and you've been very helpful. Thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good morning, sir. How are you doing?
[CUSTOMER][POSITIVE] I'm good, thank you. How about you?
[AGENT][NEUTRAL] I'm great, thanks for asking. So I have an insured on the phone. She's calling about a policy. She was calling to verify, to request a copy of her cards. However, she wanted to verify, she had a question about a wellness visit and if she would be reimbursed for the um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Reimbursed for her wellness visit, but
[AGENT][NEUTRAL] It's a HR policy, but then she had other policies as well, so I'm not sure what she's inquiring about.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, there's some HIs that have that wellness benefit. Yeah, those are the new ones. It is OK. I can help her. Do you have the policy number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, cause she, when she, she lost me when she said she get reimbursed for it, so, cause I wasn't sure about that one like, oh no, let me transfer you so you they can better assist you, but it's 2506732. It's 2506732.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is the spouse.
[CUSTOMER][NEUTRAL] She's name, [PII].
[AGENT][NEUTRAL] Yes, you, you, I've verified all of her information. I've requested a request for her cards to be sent to the address that we have on file, and I've sent it to her as well by email. So she has everything that she needs besides the benefit of question about the wellness.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And her callback number?
[CUSTOMER][NEUTRAL] OK dokey. And what's
[AGENT][NEUTRAL] It's [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. All right. Thank you. I'm ready for this address.
[AGENT][POSITIVE] Thank you so much. Have a good one.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] Hello Ms. [PII]. So Soul is gonna better assist you with your questions that you had in regards to your wellness, but thanks for calling APL. You have a great day. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye.