AccountId: 011433970860
ContactId: 9cf025a0-3850-4121-a814-112fcd782c67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542710 ms
Total Talk Time (AGENT): 159031 ms
Total Talk Time (CUSTOMER): 244258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9cf025a0-3850-4121-a814-112fcd782c67_20250625T19:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I was trying to find out about the benefits. Um, am I, um, enrolled in this insurance and what doctors, uh, like medical, I need to go to a medical doctor, and I was just trying to find one in my area cause I don't really know no one that takes this insurance.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Is it the group number or the employee ID number?
[AGENT][NEUTRAL] Um, neither one of them. Give me one second.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah, I was gonna say I don't have no policy number because I just received this card in the mail.
[AGENT][NEUTRAL] OK, um, what is your last name, please?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][POSITIVE] Thank you and your first name?
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] And you said that was [PII]?
[AGENT][NEUTRAL] So your last name and your first name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show you in our system. Does it have an effective date on the card, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I just received this card in the mail yesterday or day before, uh.
[CUSTOMER][NEUTRAL] Let me see it says group number.
[CUSTOMER][NEUTRAL] To ID, I mean, I don't even know if this card is like, I mean it just has number, medical and pharmacy on here. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And gave me this number to call.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, that's the same number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, that's a, that's a different number, multiple plan, multiple plan.
[AGENT][NEUTRAL] Multiplayer.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] Yes, and it's uh MMEC coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know it, I don't see, I don't see a policy number on here.
[CUSTOMER][NEUTRAL] I don't see, I don't see no effective date on here. I just see a group number, uh, employee ID number, my name.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] And I see, I see uh.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Your group number, please.
[CUSTOMER][NEUTRAL] The group number is 9476.
[AGENT][NEUTRAL] Thank you. And your employee ID please?
[CUSTOMER][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] J as in Jack 47601016
[AGENT][NEUTRAL] OK, that's your employee number. Group number is 9476. Your employee ID number is J like Jack 47601016.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and what other information is on there, please, Ms. [PII], that you can provide to me?
[CUSTOMER][NEUTRAL] Then after that, it says, it just has my, oh it says employee name, it has my name, then it had medical coverage and then it says employee on the back of the card, it has uh
[CUSTOMER][NEUTRAL] Uh, I, I mean a EDI payer ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No coverage.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][POSITIVE] I'm gonna call benefits and a card for you.
[AGENT][NEUTRAL] Um, you mentioned multi plan.
[CUSTOMER][POSITIVE] Oh yeah, cause it does say benefit.
[CUSTOMER][POSITIVE] Yeah, it does say it's benefit in in a car, yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, if you just hold on the line for me, what is your callback number before we disconnected please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and who is your employer?
[CUSTOMER][NEUTRAL] Uh, search
[AGENT][NEUTRAL] Search, OK.
[AGENT][NEUTRAL] CRG search OK and if I can please place you on hold, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And before that, let me, before that, let me provide you the number as well.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you would just tell me the number on the card for benefit if it's the card, I just wanna make sure it's the same number I, I have.
[CUSTOMER][NEUTRAL] What number?
[CUSTOMER][NEUTRAL] Oh, OK, it says it has a website or it says or call [PII], and I just called this number on the back. That's how I reach you guys says it's called 90 degree benefits at any, yeah, so it says for benefit verification customer service please, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna place you on place you on hold, OK, just bear with me, please, please, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[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 COBRA enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] To hear this message again, please press the star key. Thank you.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. I have a member on the line. Um, her name is [PII].
[AGENT][NEUTRAL] I cannot find her in our system. Um, she may be, maybe you can assist her, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I do have a group number and her employee ID number.
[CUSTOMER][NEUTRAL] OK, can you give me the ID number.
[AGENT][NEUTRAL] OK, the employee ID number is J like Jack 47601016.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and that is J 47601016?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, yeah, I do actually have it pulled up here.
[AGENT][NEUTRAL] OK, do you, so do you need the group number?
[CUSTOMER][NEUTRAL] Uh, 947-6, right?
[AGENT][POSITIVE] Yes, that is correct, yes, thank you.
[CUSTOMER][NEUTRAL] OK, yeah, I got it pulled up.
[AGENT][NEUTRAL] OK. All right. I'm gonna transfer her. Um, I was not able to find her in our system with APL, hopefully you'll be able to assist her. Uh, give me one second please. OK, thank you, [PII]. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] And that callback number for her is [PII]?
[AGENT][POSITIVE] Yes, yes, it is. OK, thank you, Ms. [PII]. OK, I have, I have [PII] on the line with 90 degree Benefits. She's going to assist you further, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you so much, ladies, and take care.