AccountId: 011433970860
ContactId: bbfb8e40-b0c8-4c98-8526-5df4d6192b29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538510 ms
Total Talk Time (AGENT): 234298 ms
Total Talk Time (CUSTOMER): 114028 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/bbfb8e40-b0c8-4c98-8526-5df4d6192b29_20250609T12:33_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. Tracey. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I would like to get my, um, information for, um, doctor's appointments, like the doctors that are available for my, um, insurance.
[AGENT][NEUTRAL] OK, so I'm sorry, what was your question? There's some, something in the background that was making it difficult for me to understand you. Could you please repeat what you said?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I would like the information for uh doctors that I can go to.
[AGENT][NEUTRAL] OK. You're needing to find out about how to locate a network doctor?
[CUSTOMER][NEUTRAL] Like primary doctors.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir I can try and help you with that or and direct you as to who you would need to speak to. So first off, what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII]. What is the callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your um policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I don't know exactly. I work with TRC, so is there any way you could pull it up for me?
[AGENT][NEUTRAL] What is your full social security number?
[CUSTOMER][NEUTRAL] Full social security number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You said my full social security number?
[AGENT][NEUTRAL] Yes, that is what I said.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure, um, it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment while I try and locate your information. Once I do, I will have to verify several things with you first for security, and any information Mr. Was that I provide today would be a verification of benefits, not a guarantee of payment. So one moment.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What do you need the zip code as well?
[AGENT][NEUTRAL] Yes, sir, I do.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you and then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting on one of my screens, Mr. [PII]. Bear with me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So, Mr. [PII], again, was this for dental providers? or what type of medical? What, what are you looking for? What type of provider?
[CUSTOMER][NEUTRAL] Uh, just medical. I was going to get a physical and I need the insurance for it.
[AGENT][NEUTRAL] OK, so now with APL, Mr. [PII], you do not have any type of medical coverage. You do have several policies with us, but you do not have one of our hospital indemnity plans at this time. The only, the policies that you have with APL are a group accident, a short-term disability, a term life, and a dental policy. Now, if you have some type of medical policy, it's just not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] But I would be happy to give you the phone number for benefits and a card which is the enrollment company.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] That you enrolled through and they could verify that with you. I can also connect you with them, but just in case we were to be disconnected, you would have their phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's awesome.
[AGENT][NEUTRAL] OK, so just let me know when you're ready.
[CUSTOMER][NEUTRAL] Mm, uh, go ahead.
[AGENT][NEUTRAL] OK. All right. Your phone number is [PII].
[AGENT][NEUTRAL] [PII]. And again, that's for benefits and a card. And then, Mr. [PII], I have also sent you an email.
[AGENT][NEUTRAL] From our, uh, that has to do with our portal and setting up your profile so that you can have access to the policies that you do have with APL online.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that email that I sent to you is coming from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL in the subject line, so that that would be easy for you, um, to recognize.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, you're welcome. So is there anything else that I can help you with before I connect you to benefits in the card?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well then, thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, sir. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you, ma'am?
[AGENT][NEUTRAL] I'm, I'm doing fine. So I have a gentleman on the line who thinks he should have some form of medical coverage, but he doesn't have anything with APL. I mean he does have some policies, but he doesn't have one of our hospital indemnity plans. His name is [PII], and he's with TRC Staffing.
[CUSTOMER][NEUTRAL] Understood you can go ahead and put him on the line then.
[AGENT][POSITIVE] OK, perfect. Well, thank you so much and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yeah, thank you. All right. Bye-bye.