AccountId: 011433970860
ContactId: 7dd33c1c-fb02-41fc-81e3-ce6266ade079
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595419 ms
Total Talk Time (AGENT): 214315 ms
Total Talk Time (CUSTOMER): 252748 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7dd33c1c-fb02-41fc-81e3-ce6266ade079_20250204T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. OK. It is a 90 degree benefits. It's a coping for 1714 14 cents. This is a voucher is it used for any hospital.
[AGENT][NEUTRAL] OK, I'm sorry, I didn't understand what you said. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry, can you spell your name for me again please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It is it [PII], my name is a group of search staffing LLC.
[AGENT][NEUTRAL] OK. I'm sorry. Do you have a policy number?
[CUSTOMER][NEUTRAL] Policy number one. I have your policy number policy number.
[CUSTOMER][NEUTRAL] Is it Cora administration C O B R AOA.
[AGENT][NEUTRAL] OK, so you're, you're calling on behalf of the COBR administrator?
[CUSTOMER][NEUTRAL] Yes, corporate administrator.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're co administrator for.
[AGENT][NEUTRAL] Home
[CUSTOMER][NEUTRAL] I need a checkup for the doctor and medicine for the subscription uh is a CV. So you this copi is $17.14 dollars is it used for any hospital, yeah, it is a nominate hospitals.
[AGENT][NEUTRAL] OK, so are you trying to verify what your benefits are?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] A policy number to spelling uh policy number B O S S I E R C policy number.
[CUSTOMER][NEUTRAL] Is my card number.
[AGENT][NEUTRAL] It should be on, it should be on your ID card.
[CUSTOMER][NEUTRAL] ID card wait wait one minute wait.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] ID number 447.
[CUSTOMER][NEUTRAL] 690458
[AGENT][NEUTRAL] OK. Is there a number on another number on the card that starts with a 0?
[CUSTOMER][NEUTRAL] As it
[CUSTOMER][NEUTRAL] Group card number 499476.
[AGENT][NEUTRAL] OK. What phone number did you dial?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I got [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and what what number did you call to get APL?
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] And what number did you call?
[CUSTOMER][NEUTRAL] This is the phone number I check up for is the uh hospital for is a doctor and medicine for is a CBC of Walgreen.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Understood, but what phone did, did you dial [PII] to get us?
[CUSTOMER][NEUTRAL] So this is a
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm just trying to help get, get your information to pull up your policy.
[AGENT][NEUTRAL] Um, the number that you, yeah, the D number is for 90 degrees. Is 90 Degrees on your ID card?
[CUSTOMER][NEUTRAL] This is my
[CUSTOMER][NEUTRAL] Me, I have no 90 degree ID card. I it letter and vouchers. Voucher for the 90 degree benefit uh voucher is a 17 $17.14.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what's the policy number on the card? Not, well, not the policy number, but what's the phone number on the card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My policy number is a no give me is a.
[AGENT][NEUTRAL] The phone number, the phone number, the phone number, the customer service phone number on the card for the company.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, 900 benefit 800.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 833
[CUSTOMER][NEUTRAL] 4296.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you dial that number their option is option one, you dialed option 2 which brought you to American Public Life. So what I'm going to do is call this location at [PII] and the D number that's on your card, that's their unique number. So I'm gonna get you transferred to the correct location, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got you. OK. This card is used for any hospital?
[AGENT][NEUTRAL] OK, I'm not locating, I'm not locating anything for you, so I'm gonna connect you to the company that will be able to assist you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. I call you [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I call, I call is [PII].
[AGENT][NEUTRAL] Correct, but that's for 90 degrees. You're speaking with American Public Life. Did you have to select an option or a prompt?
[CUSTOMER][NEUTRAL] OK, I call you, uh, uh, I call this number. OK, thank you.
[AGENT][NEUTRAL] OK, and it's, it's option one.
[CUSTOMER][POSITIVE] Just option one, this is the option, this is the right, right number.
[AGENT][NEUTRAL] Did you, did you want me to?
[AGENT][NEUTRAL] Yeah, I can transfer you over there if you would like.
[CUSTOMER][NEUTRAL] OK, you, you transfer for uh I check this is the status I I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I is a doctor, is a checkup is it immediately, is a medtech hospitals.
[AGENT][NEUTRAL] OK, give me just a second. Let me get you connected, OK? Can you hold the line for a moment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the AP.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], I'm sorry. I was coughing, so I was muted.
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are direct.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with HPL. I called you a minute ago. I was coughing, so I had to mute my phone.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sorry, just when you picked me up, I started coughing. So I have a policyholder on the phone and his dialect is very thick. I can barely understand him, but he does have the D number on his card, but I couldn't understand what he said. I just heard the D. I didn't get his name.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think, I think I just tried to talk to him and I couldn't understand anything he was saying.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I didn't understand what he was saying at all.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Uh uh, I can't either. I don't, you can send them to me and I'll see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did he give you that D number?
[CUSTOMER][NEUTRAL] Oh, no, he didn't.
[AGENT][NEUTRAL] Yeah, he has the D number on his card and he did call the [PII] and I would like to know.
[CUSTOMER][NEUTRAL] Oh, chose your option.
[AGENT][NEUTRAL] Yeah, they're selecting option 2 which brings them to us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Instead of the option one, but he does have the D number on his card.
[CUSTOMER][NEUTRAL] OK. Well, I'll see what I can do for him.
[AGENT][NEUTRAL] Yeah, he gave me his phone number. That was pretty clear, but his anything I could not understand what he was saying.
[CUSTOMER][NEUTRAL] Oh, OK. What is that?
[CUSTOMER][NEGATIVE] I, I understand. I I'm, I'm pretty sure that's who I talked to too, and I couldn't make out what he was saying. I think he finally gave up, hung up on me. What, what's, what's his callback number?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, no, no. [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. You can send them to me. Thank you, ma'am.
[AGENT][POSITIVE] All righty, here he comes. Thank you so much. And bye-bye.
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day.