AccountId: 011433970860
ContactId: 9d1de09a-9e17-4458-95ee-f1b3cc6053cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 785309 ms
Total Talk Time (AGENT): 226450 ms
Total Talk Time (CUSTOMER): 163459 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9d1de09a-9e17-4458-95ee-f1b3cc6053cd_20250210T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Um, I was calling about my medical insurance. I was trying to get the
[CUSTOMER][NEUTRAL] The uh insurance plan's name, the address, and the ID number.
[AGENT][NEUTRAL] OK, so you're looking for like your policy uh number and just some information on it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, absolutely. So we can look for the policy by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK my social. Uh.
[CUSTOMER][NEUTRAL] I can give you the social.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, thank you. Give me just one moment. Let me take a look here.
[CUSTOMER][POSITIVE] We're outside doing this people. I think they're looking for us.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You go out there. No, they can, they can do.
[AGENT][NEUTRAL] OK. And what's the first and last name on the policy?
[CUSTOMER][NEUTRAL] Uh [PII] So, [PII] Oh, it's on a roof.
[AGENT][NEUTRAL] Thank you. And then if I can verify date of birth and address, please.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's the birthday and the address is [PII].
[AGENT][NEUTRAL] Thank you and then the email on file is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, great. Thank you.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I was able to locate a policy under your name and the policy you have with us looks like is dental. I don't show any sort of medical coverage. Um, you would need to check with your employer, maybe they offer it through a different company, but did you need the dental policy information?
[CUSTOMER][NEUTRAL] Um, no, we called earlier today and they told us that they um it's active. We just haven't got our medical cards yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For the, for the medical portion, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] to reschedule here.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Yeah, where you going.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] fun.
[AGENT][NEUTRAL] I'm double checking under the group, the employer just to see if I see anything different here bear with me.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] we just did we got some fun.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hopefully she finds someone building up.
[AGENT][NEUTRAL] I'm still here, just still, I'm scrolling through the list. It just takes a second.
[CUSTOMER][NEUTRAL] Are you OK?
[AGENT][NEUTRAL] When you guys spoke to somebody earlier, did you speak to somebody at the employer directly or did you guys talk to anybody at benefits and a card yet?
[CUSTOMER][NEUTRAL] It was uh straight through benefits with the card.
[AGENT][NEUTRAL] It was with benefits on a card and they couldn't give you the policy number?
[CUSTOMER][NEUTRAL] Mm, no, ma'am. They said that like it had just activated like today.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I I really.
[CUSTOMER][NEUTRAL] I have that thing of so uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, in the list for the group, the only thing that pulls up for the policy numbers is just your dental. They, they said it's supposed to be activated as of today.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] Yeah, I just don't see anything.
[AGENT][NEUTRAL] That's been generated.
[CUSTOMER][NEUTRAL] Like she just got a, she just got an email saying new benefits announcement activate your benefits in a card account.
[AGENT][NEUTRAL] Did you try doing that to see if that'll give you because benefits in a card manages like any sort of enrollment changes or like upgrades or downgrades on the plan that's why it was it was surprising to me if they could see that you had something I would think that they would be able to give you the the policy number um.
[AGENT][NEGATIVE] If benefits card sent you the activation try doing that and see maybe that would give you the policy number on that side because I just unfortunately can't find anything.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm hopefully this works.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I mean, I, I wouldn't be surprised if there was a little lag time between like them communicating with us.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like as far as sending some information over, but.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like we just logged into it. We're trying to see where it would show our plan uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, click on the 3 little errors.
[CUSTOMER][POSITIVE] Um my benefits.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEGATIVE] It it's not even showing an area for us to um see our um our plan like even our dental plan.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, cause I see the dental for sure.
[AGENT][NEUTRAL] There's but doesn't show any plans whatsoever.
[CUSTOMER][NEUTRAL] Like we're looking at like our records and stuff and.
[CUSTOMER][NEUTRAL] We don't say it, um.
[CUSTOMER][NEUTRAL] And when it says um when she clicks on my benefit it says speak with a counselor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEGATIVE] I honestly think, I mean, I hate to do this, but I, I honestly think that
[AGENT][NEUTRAL] Benefits in a card has to resolve, you know, like if you're not even able to see the plan, like I said, they're managed through them, I think you guys are gonna need to contact them back because.
[AGENT][NEUTRAL] All I can do is search by like your name and information and like the group and I, and I do see the dental, but I just don't see any policy number I can give for any medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, well, let us call them back and hopefully we get better results.
[AGENT][POSITIVE] Yeah, I mean, did you want me to transfer you over to them? I'm happy to transfer you.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefit in a card.