AccountId: 011433970860
ContactId: bd4ecd5a-8046-464d-9f75-f3fece7bf95b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628700 ms
Total Talk Time (AGENT): 310722 ms
Total Talk Time (CUSTOMER): 249601 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/bd4ecd5a-8046-464d-9f75-f3fece7bf95b_20250324T18:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] I am awesome. I called about, oh, it's probably a little over a week ago, and I can't remember who I talked to. They were gonna send me my card for my insurance, and I haven't gotten it yet. I just wondering if it's been sent if that it's even been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looked at or whatever.
[AGENT][NEUTRAL] OK, so you had spoken to someone over a week ago you said regarding getting an ID card mailed to you, is that correct? And you just wanna follow up on that?
[CUSTOMER][NEUTRAL] Yes, I, I told the ladies.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna follow up. She said I'll just mail you one because I thought uh uh they're, they're, I thought that I thought the insurance was being used and I've had some bills come through and they haven't been using it and they tell me they need a card that shows I guess all the number policy number or group number or whatever is on there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Before they can file it so.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can, sure, well, I, I can help you with that. And um who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what's a good callback number for you in case we were to get disconnected?
[CUSTOMER][NEUTRAL] This number [PII].
[AGENT][NEUTRAL] Thank you. And were you given your policy number? Do you have that? If not, I can look it up with your social.
[CUSTOMER][NEUTRAL] Well, she gave it to me and I've been looking because I had that, but the people I talked to said they, they couldn't take just the policy number but no ma'am, I don't know what I did with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and, but the, is this for your employer that you have the coverage with APL, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's I've got Blue Cross and Blue Shield with the cancer insurance on the side.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is your full social and I can look up your information that way.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. So give me just one moment to locate your information and then once I do locate you, I will have to verify several things with you first for security. So just a moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so bear with me just one moment, please.
[CUSTOMER][POSITIVE] We're good.
[AGENT][NEUTRAL] OK, [PII], so for, um, first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yep [PII].
[AGENT][POSITIVE] Thank you also your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you. The phone number that we have for you is also the same as the, well, actually it is, yes, it is the same as the one that you provided for me, so that is your best contact.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Number that we should have correct? OK. And then lastly your address please and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That we have.
[CUSTOMER][NEUTRAL] Oh, you want my?
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] Yeah, do, do I need to, it's uh [PII]
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information. OK, so [PII].
[AGENT][NEUTRAL] I, I want to apologize in advance, Can policy that you're calling about. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, the cancer policies, and I can't see where you talk.
[AGENT][NEUTRAL] Talk to someone and they, I think they probably just.
[CUSTOMER][NEGATIVE] And you keep cutting out. hello.
[AGENT][NEUTRAL] Yes, sir. Are you there? I'm not sure what's going on with my system today. So again, I apologize about that as well. Can you hear me OK at the moment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now I can, yes, you were cutting out but I got you now.
[AGENT][NEUTRAL] OK, so on our I can see where you did speak to someone on the [PII].
[AGENT][NEUTRAL] Um, and I think there was maybe just a slight bit of confusion on this particular policy. The cancer policies do not have ID cards.
[AGENT][NEUTRAL] It's only your policy certificate. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I think that they just overlooked the type of coverage that it was cause I can see that there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, no, she, she did it good. She gave me my policy number, but when I called.
[AGENT][NEGATIVE] There was an attempt made to order a card.
[AGENT][NEUTRAL] Yeah, but, mhm. But there's no card, so.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] She gave, no, she did.
[CUSTOMER][NEGATIVE] Well, no, it wasn't, it wasn't on your end. It was on, it was on the doctor's end, and I said I've got a policy number and they said no, you should be getting a card. I need more I need more off of your card. So it wasn't her, it was them and now you're telling me just the policy number so I'll call them back and say look.
[AGENT][NEUTRAL] That wouldn't be male.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You can call these people, but all I have is a policy number, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir, because yes, they can call us for any additional, like if they need specific informations, our payer ID or the a mailing address for claims.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that's what they were, that's what they were, that's what they were needing and I said, ma'am, I got a policy number that should have everything on it, but that's why I'm calling to verify you so I'm gonna tell them now that I went straight to the horse's mouth and they said I don't get a card.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You can call them and get all the info you need.
[AGENT][NEUTRAL] Yes, sir, just let them know.
[AGENT][NEUTRAL] Right, that the cancer policies, it's just gonna be your policy certificate. Now, have you ever set up your profile, [PII], in our portal, um, called the online service center?
[CUSTOMER][NEGATIVE] Probably not because I thought this was being used and Blue Cross and Blue Blue Shield said no, we don't do that.
[AGENT][NEUTRAL] Here at APL to give you access to your informa.
[AGENT][NEUTRAL] OK. OK. What I'm
[AGENT][NEUTRAL] Yeah, they don't file that. So what I would do, I'm gonna email you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, I mean, you, you cut, you come back, you go out and then you come back, so just bear with me.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, yes, sir. And I, I, and I'm sorry, so just let me know. I assure you I am not moving at all. I don't know why it is doing that today, but I have had, it's been happening to me all day.
[CUSTOMER][POSITIVE] No, we're good.
[CUSTOMER][NEUTRAL] Well, here it might be. It might be let me.
[CUSTOMER][NEUTRAL] Yeah, let me go outside because it's school sometimes me and the boss man's office.
[CUSTOMER][NEUTRAL] It no savy with our connection. So alright, I'm outside. Maybe that'll work.
[AGENT][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Well, maybe
[CUSTOMER][NEUTRAL] No, hello.
[AGENT][NEUTRAL] But I don't know. I think it's on my end, but we'll, we'll we can. Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yes, I can hear you now.
[AGENT][NEUTRAL] Are you there now? OK. So, I'm going to email you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] A user guide, [PII], for our portal. I'll do that in just a moment, as soon as you and I are done with our call, and it will just explain, you know, how to set up your profile and the different things that you can do within the portal. And again, it does give you access to your policy information online and I can see that you've had a couple of different policies with us, you know, so you'll be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] be able to see like what is active versus what isn't. You'll see your active policy number and some of your older policies that you had before, but.
[CUSTOMER][NEUTRAL] Yeah, because I've had, I've had y'all's insurance. I've had y'all's, yeah, I've had y'all's insurance for a while, so.
[AGENT][NEGATIVE] Mhm. So, the email that I, it should not go.
[CUSTOMER][NEUTRAL] OK, well I'll, I'll fill out the portal.
[AGENT][NEUTRAL] OK, it should not this email that I sent you shouldn't get an email, but since your work email is what we have on file. If you haven't seen it in about 10 minutes, you may want to check that folder, but it's gonna come from care team.
[AGENT][NEUTRAL] [PII] [PII] and I will put APL in your subject line for you also.
[AGENT][NEUTRAL] And do you want me to give you your policy number again?
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3801.
[CUSTOMER][NEUTRAL] OK, you cut out, but let me make sure it's 253-380-1.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] I'm, I'm so sorry, but I'm pretty sure it's on my end.
[CUSTOMER][NEUTRAL] No, it was
[CUSTOMER][NEUTRAL] Yeah it's 2253-3801.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, well send me that portal. I'll fill it out and in the meantime I'll call them and say this is all you need according to y'all and we'll go from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they, you can give them the policy number and our phone number and they can call us. All right then, well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, we're good. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right bye.