AccountId: 011433970860
ContactId: a0265265-ce8c-4aff-8aa6-eba9f957fc6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621099 ms
Total Talk Time (AGENT): 263988 ms
Total Talk Time (CUSTOMER): 203587 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a0265265-ce8c-4aff-8aa6-eba9f957fc6a_20250313T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how are you? My name is, uh, [PII], and I just became, uh, I'm new, new to it, um.
[CUSTOMER][NEUTRAL] Well, we're trying to, to make an appointment uh for a checkup with uh Doctor uh for checkup.
[CUSTOMER][NEUTRAL] And they gave me his uh [PII].
[AGENT][NEUTRAL] Yes. Now, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So it's uh 0259.
[CUSTOMER][NEUTRAL] 5546.
[AGENT][POSITIVE] I'm so sorry. Will you give that to me one more time?
[CUSTOMER][NEUTRAL] 02595546.
[AGENT][NEUTRAL] 43
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 554 6
[AGENT][NEUTRAL] Yes, um, let's see, that's just a little bit too long for one of our numbers so I'm just, um, who is your employer?
[CUSTOMER][NEUTRAL] Uh, no stepping group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, who was that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] What was the name of the group?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] I can now. Yes, much better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the name of your employer?
[CUSTOMER][NEUTRAL] So it's uh North Staffing group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your name, sir?
[CUSTOMER][NEUTRAL] Uh, you still [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I do see your policies. Let's see now, can I get a call back number from you in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I also get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Uh, yes, please, and, uh, the first.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And can you also verify your email address?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mr. [PII], please.
[AGENT][NEUTRAL] Can you verify your email address for me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you verify your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and um you do have, I think it was 3 policies. I'm just looking to see um your hospital indemnity, term life and dental, which one did you want to, uh, were you calling about?
[CUSTOMER][NEUTRAL] So I'm, I'm new to all this and uh first time having uh insurance, so I just, I've been trying to make it a a fiscal.
[CUSTOMER][NEUTRAL] Uh, with, uh, Doctor [PII].
[CUSTOMER][NEUTRAL] And um I, I just called them and they, they want me to know uh the service, the insurance.
[CUSTOMER][NEUTRAL] Um, and somehow they can't find it, so what, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The insurance, what what is it on there?
[AGENT][NEUTRAL] Um, now, and you're, you're talking about your dental insurance?
[CUSTOMER][NEUTRAL] Uh, well, I, I need a, a physical.
[CUSTOMER][NEUTRAL] I want to get a check.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so on your hospital and damaging, I, I'm just pulling that one up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now one thing, um, now they can call in and verify your benefits if they will do that, but I can get you a list of providers in your area.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I will need to email that to you if that's OK, um, and can I use the zip code? Um, I'm getting back to that. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, [PII], yes, now it will take me about 10 or 15 minutes to get it downloaded and then get it emailed to you, but I will get that right now and I will also send you the website that you search and the instructions for it and you know so you could search yourself if you wanted to, but I am gonna get you that list.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And my name is [PII], and when you see that come through, it's, it's from me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Central. And, and this insurance is it um.
[CUSTOMER][NEUTRAL] Is it um partner with somebody else?
[CUSTOMER][NEUTRAL] Because, uh, most people can't seem to find it.
[AGENT][NEUTRAL] Uh, now, whenever, sometimes when we're in a new area, we do have that difficulty. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And now I can let you speak to someone in our benefits department and you know they can maybe help you a little further with that um but I can definitely get you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that, that'd be nice.
[AGENT][NEUTRAL] OK, yes sir, if you don't mind holding, I will get someone um from the benefits department.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, thank you. Can I do anything else for you, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that should be it. That should be good.
[AGENT][POSITIVE] All right, well thank you and you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I have an insured on the line. Um, do you want his policy number?
[CUSTOMER][POSITIVE] You can give that to me, yes, ma'am.
[AGENT][NEUTRAL] It's 259-554-6.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And his name is [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. OK. And how can I help him today?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, he wants to speak to someone about his benefits. Um, he called because he was trying to go to the doctor and he said he needed a physical and they've never heard of our insurance and he's having a hard time getting an appointment. And so I am getting him a list of providers in his area and I'm going to be emailing that to him in a few minutes. Um, but he also wanted to speak to someone about the benefits. Um, I don't know what he, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So he just
[CUSTOMER][NEUTRAL] OK, so he just has some benefit questions on this coverage on this HR policy?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, and if he brings it up, I am getting him that list. I told him it might take about 15 minutes, you know, but, um, so I'm sending it to him.
[CUSTOMER][NEUTRAL] OK, did you give him, OK, and did you give him Multiplan's phone number as well?
[AGENT][NEUTRAL] What's wrong with you? Of course I didn't. Does, do I need to transfer him over there?
[CUSTOMER][NEUTRAL] Uh, well, no, I mean for providers, I mean, I would.
[AGENT][NEUTRAL] Oh, yeah, I'm gonna email it to him, the, you know, the site and everything.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I got you I got you I got you, OK, but yes, OK, is he fully verified, [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and I have his callback number.
[CUSTOMER][NEUTRAL] And he's on the OSC OK, is it different than what's in the system?
[AGENT][NEUTRAL] No, same number, yes.
[CUSTOMER][POSITIVE] Same number. OK. Well, I will be happy to speak to Mr. [PII].
[AGENT][NEUTRAL] And I did not mention the OSC.
[CUSTOMER][NEUTRAL] He's already set up. I can, I can see he's, he's set up on CUDAT it shows that he um has opted in for text alerts, so that means he's set up.
[AGENT][POSITIVE] Oh, OK. Oh, good, good.
[AGENT][NEUTRAL] I know I'm gonna have to start paying attention to that. Yes, OK.
[CUSTOMER][NEUTRAL] Say that.
[CUSTOMER][NEUTRAL] No number 3 so that means he's got a profile set up.
[AGENT][POSITIVE] Oh, well, thank you for telling me that.
[CUSTOMER][NEUTRAL] So you, you didn't need to mention it to her.
[AGENT][POSITIVE] Yay!
[CUSTOMER][POSITIVE] And his benefits are also in there too. I can't wait to tell him that. OK, but I'm just kidding. I'm just, I'll be glad to help him. Yes, I will.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Here he comes.
[CUSTOMER][POSITIVE] All right. Thanks, [PII]. Have a good evening.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hi Mr. [PII]. Yes. Hi, this is [PII] how are you today?