AccountId: 011433970860
ContactId: 8cbd8686-c583-425f-9fdf-7325604a1410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338579 ms
Total Talk Time (AGENT): 145658 ms
Total Talk Time (CUSTOMER): 131009 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8cbd8686-c583-425f-9fdf-7325604a1410_20250613T18:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. Um, I recently joined your, or recently enrolled in your insurance group, um, through benefits in a card via on tracking staffing. And I was wondering, I, I recently got off the phone with benefits in a card and got on my ducks in a row with um my plan. But I wanted to ask if
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If online therapy would be covered as well as like any specialized doctor visits. I wear hearing aids and I wanted to see if like in hearing testing would be
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Covered possibly or partially covered?
[AGENT][NEUTRAL] OK, I can look at your policy document and check your benefits for you. Um, [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I, um,
[AGENT][NEUTRAL] OK. Um, is that all right if I look it up by your social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] Yeah, it is, um, do you need the last four digits or my full one?
[AGENT][NEUTRAL] I'll need the full social.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] And when did you sign up for um coverage?
[CUSTOMER][NEUTRAL] Uh, it, it was a couple of weeks ago. I started my new job on the [PII] here. It says I've been, according to benefits and a card, I've been enrolled, but I haven't like activated it.
[AGENT][NEUTRAL] OK, yeah, cause I'm not able to pull you up yet. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I don't know if benefits on the card has your
[AGENT][NEUTRAL] Policy information yet um you might be depending on um your employer sometimes the ID cards are given out through the employer um sometimes they give them to you, but I'm not able to pull you up by your social and I'm assuming based off of what you're telling me that you're going to be the primary subscriber, um, and I'm not able to pull you up and you. Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said your name is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I'm not able to pull.
[AGENT][NEUTRAL] Pull you up, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would check and see um.
[AGENT][NEUTRAL] If they've put you back, if they put you in the system yet, and if they have, and I'm not able to find you, you might need to um ask Vic to transfer you to IMA um because sometimes some of their medical policies are with us, but they go through IMA so they might be able to help you out as well, but I would call Vic and ask if they could give you your policy number.
[CUSTOMER][NEUTRAL] Uh, I called benefits in a card.
[AGENT][NEUTRAL] Uh, I'm sorry, yes, benefits in a card, let them know um that you just called us and we weren't able to pull you up and they might transfer you to IMA just depending on um the policy that you have, uh, just let them know that you did call APL and we were not able to find you in our system.
[CUSTOMER][NEUTRAL] Sure. Um, do you think it's because that
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I hadn't received like it my account hasn't been activated. It's been enrolled, but I haven't received my first paycheck yet.
[AGENT][NEUTRAL] Uh, it, it
[CUSTOMER][NEUTRAL] It's I'll be receiving it next week.
[AGENT][NEUTRAL] It could be and it could just take some time.
[AGENT][NEUTRAL] Excuse me, it could be uh that it takes some time. It's whoever is putting in your information and putting in your enrollment information. It could just not be sent over to us yet, um.
[AGENT][NEUTRAL] Because I looked you up by your social and I haven't and I couldn't pull you up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I'll call back next week once I receive my first paycheck and see if it changes or doesn't.
[CUSTOMER][NEUTRAL] You know, do that and they will have my policy number by then, but.
[AGENT][NEUTRAL] Yeah, you should have your policy number by then, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Once you're once you've been enrolled completely, so you've been enrolled on your end um we could just be waiting for whoever has to manually put your information in, um, and give it and send it to us mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, got it. Alright, uh, then I am, yeah, I'm good to go, but thank you so much for clarifying for that. I greatly appreciate your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, you're welcome. You're welcome. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK, bye.