AccountId: 011433970860
ContactId: 7ecb4f95-ebbe-4e28-9ffe-11568927af5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1210890 ms
Total Talk Time (AGENT): 380720 ms
Total Talk Time (CUSTOMER): 297691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7ecb4f95-ebbe-4e28-9ffe-11568927af5a_20250512T21:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to get um some kind of source to to show that my insurance is active.
[CUSTOMER][NEUTRAL] For urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you said you're trying to get something to show that your insurance is active, so you can go to the urgent care?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, are you at the urgent care now?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, because I can, I mean, if you want to give them our number, we can verify the benefits because there's like no letter or anything I can give you, but we can, you know, go over with them over the phone and your coverage and everything.
[CUSTOMER][NEUTRAL] Uh, you can't email anything either?
[AGENT][NEUTRAL] Um, I can email you your ID card. We don't, we don't have anything else that will show as eligible other than like a coverage letter just showing like when.
[AGENT][NEUTRAL] When it became active and things like that, but usually they just call us and we go do it over the phone with them and tell them how to file the claims and stuff.
[AGENT][NEUTRAL] But whichever you prefer.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And you said you had, you can do the ID card too, right?
[AGENT][NEUTRAL] Yes, sir. I can send you a copy of the card, but that won't prove that it's eligible.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah, that's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just want something for them to know that you have active coverage and can be seen, right?
[CUSTOMER][NEUTRAL] Well, I'll get
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, let's do this first. Let me pull up your policy, um,
[AGENT][NEUTRAL] Well, it's after 5 now. I was gonna say I can call him for you and talk to somebody if you'd like, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Or I can
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Because your ID card is not gonna show.
[AGENT][NEUTRAL] Yeah, the ID card is, it's gonna show the eligibility date. Let me pull it up.
[AGENT][NEUTRAL] And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, um, I can search your policy with your social if you like.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] HIV
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me try it this way.
[CUSTOMER][NEUTRAL] Don't
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here. Nothing came with the social. I'm gonna try to look with the first and last name.
[AGENT][NEUTRAL] And, and it's American Public Life.
[CUSTOMER][NEUTRAL] Mm yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got off the phone with the people that benefits in the card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it came at the day, so she said you might not be able to see it.
[AGENT][NEUTRAL] Oh, maybe that's what's going on. Hold on one second because I'm looking for your social.
[AGENT][NEUTRAL] But I don't see any policies with it, and there's uh quite a few [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] It didn't
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], [PII]. Let's try.
[AGENT][NEUTRAL] I see 2 from [PII]. Hold on one second, let me try this.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] I don't know if benefits in a car.
[AGENT][NEUTRAL] I don't know if they've sent it to us because the only thing we have on file for you is your two old policies from [PII]. We don't have anything else from you yet, but if they're in the process of sending it over, they just, we just, you know, it's just in transition.
[CUSTOMER][NEUTRAL] I because they tell me they can they can see the policy.
[AGENT][NEUTRAL] Who told
[CUSTOMER][NEUTRAL] That you will see before them, so.
[CUSTOMER][NEGATIVE] She's lied.
[AGENT][NEUTRAL] Benefits, benefits in a car?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me give them a call. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Hold on, I'm gonna call them on the other line because all I see is 219. I don't see anything else, but I'll call them. Hold on one second, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from APL. How you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have a member on the other line. He said he spoke with someone from Benefits and a car today and was told that his policies are active. I don't see anything here in our system. Can you, um, can you see if you see something for him?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] What are the la[PII] of your social security?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, and do you know what um staffing company he works with by any chance or?
[AGENT][NEUTRAL] Yes, let me see.
[AGENT][NEUTRAL] Now, these are his old policies. So on these, it says Pin Mac Staffing Company.
[AGENT][NEUTRAL] I don't know if it's the same. OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mm, is there another name that that company is under, do you know or?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm not seeing them on here.
[CUSTOMER][NEUTRAL] [PII] Ma
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I have the group number.
[AGENT][NEUTRAL] Would that help or it has to be the name?
[CUSTOMER][NEUTRAL] Or or what's his first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. I found out.
[CUSTOMER][NEUTRAL] OK, so I have 3 profiles with him under 3 different staffing companies.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So I see that the one under [PII].
[CUSTOMER][POSITIVE] He is active. He became active today actually.
[CUSTOMER][NEUTRAL] Yeah, that's what it is, yes, ma'am, so it's saying that he became active today.
[AGENT][NEUTRAL] So he called asking if there was something that we can provide showing that his policy is active, but we don't even have the policy. I sounds like he's trying to go to the urgent care. So how does that
[AGENT][NEUTRAL] How would that work? I've never dealt with it not being here yet.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I just wanted to check with you. Um, thank you so much for holding. I'm on hold on the other line, OK. Well, I got a representative, but she put me on hold.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK, so, um, he is active. I'm gonna transfer your call to, um, [PII]. She will give you a little bit more information. Uh, give me one second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi [PII], my name is [PII] with APL. How are you?
[CUSTOMER][POSITIVE] Hey, [PII], doing great. How are you doing?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] How can I help you [PII]?
[AGENT][NEUTRAL] OK, so I was speaking with [PII]. We have a mutual patient, um [PII]. He has a policy that became active today, but APL has not received the information yet, like he's not in our systems. Sounds like he's trying to go to the urgent care, he's asking me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If there's something I can
[CUSTOMER][NEUTRAL] OK, let me find that patient first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me find her first. Um, do you have the name of the agency that she's working with the temp agency?
[AGENT][NEUTRAL] Uh, [PII] said it's under [PII], the active one is.
[CUSTOMER][NEUTRAL] OK, let's see because sometimes they work with 2 or 3 at the same time, so, uh, what is the first name? Can you spell that for me?
[AGENT][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][NEUTRAL] [PII]. And last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, that's not just one. That is [PII]. OK, [PII]. Um, what is his date of birth?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Sorry, I thought I muted the phone, sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's OK, it's OK. Don't worry. So [PII]. Let me see.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on, um, do you know his address? I'm trying to, to locate the one that.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So we only have the older policies. Um, I, I don't know what [PII] did to find it. I, I can tell you the address that's on the old policies. I don't know if it's current address.
[CUSTOMER][NEUTRAL] OK, or, uh, where are you guys located? What state?
[AGENT][NEUTRAL] He's in [PII].
[CUSTOMER][NEUTRAL] Or where is he located?
[CUSTOMER][NEUTRAL] Mm, OK. Hold on. Let me check this, hold on.
[AGENT][NEUTRAL] And has a middle initial R.
[CUSTOMER][NEUTRAL] [PII], no, it's not this one. Sorry, I'm opening each one and they're trying to, to.
[CUSTOMER][NEUTRAL] To go with the closest one.
[AGENT][NEUTRAL] She said it's under um staffing agency [PII].
[CUSTOMER][NEUTRAL] Yes, that's what it's showing. Uh, he's active right now. He's active for hospital indemnity with, um, APL. His coverage became active today.
[AGENT][NEUTRAL] Right, so he's asking if there is something.
[CUSTOMER][NEUTRAL] Yes, today, yeah.
[AGENT][NEUTRAL] That can be provided to show that he does have active coverage because he needs to go to the urgent care, but the policy is not in our systems yet, so only big has it right now. Is there something that y'all can provide him to show that it's active?
[CUSTOMER][NEUTRAL] Yes, I mean, today, if the, if the coverage became active today, um, there would be nothing not on IPA not here. The only thing we can do is the provider can give us a call and we can verify coverage by phone.
[CUSTOMER][NEUTRAL] Um, or the other thing will be a letter of cop.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] A member is currently yes, it's, it's the only thing, uh, but that is not gonna help because there is no policy number, not anything in there.
[AGENT][NEUTRAL] OK, so the, so the best, so the only option is to have the provider give you, give benefits in the card or call to verify.
[CUSTOMER][POSITIVE] Yes, they can give us a call. We
[CUSTOMER][NEUTRAL] Yes, if they call us, we will verify coverage by phone. Um, we're gonna be here until [PII] Eastern time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, well, I will let him know. Thank you, [PII].
[CUSTOMER][POSITIVE] OK, thank you for calling Benefits in a car. Have a wonderful night and I'm sorry about that.
[AGENT][POSITIVE] Oh, it's OK. Thank you for helping me. I hope you have a good evening.
[CUSTOMER][POSITIVE] You as well. Thank you. Mm bye-bye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So, um, I was transferred to the first representative supervisor, [PII]. Um, she did see your policy there. She said you are with MAU um staffing agency. She said because it just became effective today, it's not going to show in our systems and nothing really shows in there, they just see that it's active. She said the only option is to have the um
[AGENT][POSITIVE] Provider of the urgent care, give them a call and they can let them know when it became effective and try to answer any questions they may have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you. Bye-bye.