AccountId: 011433970860
ContactId: aee14f3d-1f28-4a03-9f16-f35e80276338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413600 ms
Total Talk Time (AGENT): 194419 ms
Total Talk Time (CUSTOMER): 187033 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/aee14f3d-1f28-4a03-9f16-f35e80276338_20250102T20:10_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][POSITIVE] Well, you could help me by sending me back to that jazz.
[CUSTOMER][NEUTRAL] No, I'm joking. Um, [PII], um, I, my name is [PII].
[CUSTOMER][NEUTRAL] And um I just recently got coverage and um and um and my I added my wife to the coverage like 2 weeks after so I called for a card. I have the card and when I called about a day or two or yesterday or this morning, I don't remember. I had asked them if she is effective and they said yes, so she's at the office now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On my card it says individual even though I had added her, but I think it's because I added her after the fact but um but does she have a number or policy number or anything like that?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Um, let me, I can pull up your policy, but it's going to be the same policy number. Everything's the same for you as anybody on your policy. So that policy number is still active for her too. What's the policy number that you have though, so I can pull it up.
[CUSTOMER][NEUTRAL] Would you be able to check?
[CUSTOMER][NEUTRAL] Not 38.
[CUSTOMER][NEUTRAL] I don't know. Where would that be on the?
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] On the card it'll say in hospital or outpatient policy, sir, you see it?
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] And uh I don't see that it says policy card number and it says effective date. It says plan limited benefit medical plan VIP VIC.
[AGENT][NEUTRAL] What's the policy
[CUSTOMER][NEUTRAL] And medical
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] And the medical ID number.
[AGENT][NEUTRAL] The medical ID starts with a D.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, no, not that one. What was the policy, you said something about policy card number, I think. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Hold on one moment. And then while I'm pulling up the policy, what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] what's your number it's [PII]. Is 336.
[CUSTOMER][NEUTRAL] 655
[CUSTOMER][NEUTRAL] 1754.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, let me get the address 1st. [PII].
[CUSTOMER][NEUTRAL] Yeah, she heard it. [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. It's my date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], do you mind if I place you on just a brief hold while I look at the policy?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] R DT.
[AGENT][NEGATIVE] Can't do it because it's big.
[AGENT][NEUTRAL] But it looked, uh.
[AGENT][NEUTRAL] You participant record created.
[AGENT][NEGATIVE] I don't think there's anything that we can do because it's big.
[AGENT][NEUTRAL] But I'm gonna call customer service.
[AGENT][POSITIVE] Just to make sure because you can see where Big is trying to do something.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] That something they're doing is not adding up, but that ain't for us to figure out. He's gonna have to call back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I do see on your policy like [PII], [PII], and [PII], um, looks like your employer is trying to add your wife. I do see where it says new participant record created, but it hasn't gone through. Um, so there's
[CUSTOMER][NEUTRAL] You have to take your blood pressure and stuff.
[CUSTOMER][NEUTRAL] She's just that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The only thing that we can do is reach, I mean, we can reach out to benefits and a card. Um, I will offer, of course, to do it over the phone for you, but we can't make any changes without them notifying us in writing. I was going to get you to customer service to get it fixed. Um, but because there's benefits in a card, we can't do that. So I can give you the number to benefits in a card and transfer you to a representative so we can try to get this done over the phone.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Um, well, he said it was already done.
[AGENT][NEGATIVE] Well, I mean, I do see they tried 3 times, but it's not.
[AGENT][NEUTRAL] It's not going through, like I know they're trying.
[CUSTOMER][NEUTRAL] When you, when you say, when you say he tried 3 times, what do you mean?
[AGENT][NEUTRAL] There's an entry.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] There's an entry on [PII], new participant record created. There's an entry on [PII], new participant record created, and then [PII] of this year, new participant record created. So they're creating it, but they're not sending it to us to to fulfill the policy or to add her to the policy, um.
[CUSTOMER][NEUTRAL] Now 5378. Why not? I mean.
[AGENT][NEUTRAL] I can double check with customer service just to see if there's anything we can do on our end, but with benefits in the car, they don't want us to make any changes unless they notify us.
[CUSTOMER][NEUTRAL] Right, it's probably, it's, it's, it's, it's just probably gonna take a little longer. He said that, you know, the deduction probably will come through this week, you know, so I, I wouldn't worry about it. I can't see why it would be a problem. It's just, it's, I mean, it could be just too early at this point.
[AGENT][NEUTRAL] Oh, no, that does make sense. They're probably waiting for the payroll deduction and then she'll be populated.
[CUSTOMER][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] Right, right. OK, not a problem. Uh, she just made her appointment a little bit too soon.
[CUSTOMER][NEUTRAL] Yeah, she should have waited for at least another 2 weeks. We were gonna reschedule, but.
[CUSTOMER][POSITIVE] Anyway, so we'll get billed for this one, no problem.
[CUSTOMER][POSITIVE] All right, well thank you, [PII], not a problem.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Not at all. Nothing else. You have a wonderful day.
[AGENT][POSITIVE] All right, well, you also, and thanks for calling APL and [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Thank you. Bye bye.