AccountId: 011433970860
ContactId: ca37bcc9-0008-4fad-be93-bf7a46e1e4c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472850 ms
Total Talk Time (AGENT): 110003 ms
Total Talk Time (CUSTOMER): 182410 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ca37bcc9-0008-4fad-be93-bf7a46e1e4c3_20250611T16:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. And um as of [PII], I had to think about what month I mean. As of [PII], um, my APL should have started.
[CUSTOMER][NEUTRAL] Um, I was wondering how do I can go about obtaining, um, a card.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, um, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hey, I wanna ask you something.
[AGENT][NEUTRAL] I may have typed a number wrong so I didn't pull anything up but for that social. Could you give that to me one more time?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But I do have the plan number or whatever if that's what you're asking for. I do have that.
[AGENT][NEUTRAL] OK. What's that?
[CUSTOMER][NEUTRAL] Um, it's, um.
[CUSTOMER][NEUTRAL] Oh well it says plan name um.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Um, my regular insurance, yeah, I do. Hold on, um.
[CUSTOMER][NEUTRAL] I feel close to that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I can try your last name. What was?
[CUSTOMER][NEUTRAL] So the group
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what state are you in?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, I don't have you in our system yet. um, who, who is your employer?
[CUSTOMER][NEUTRAL] Okeechobee Healthcare facility.
[AGENT][NEUTRAL] OK, and you're trying to reach American public life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You want to check with your human resources to see um I just I don't have you in our system yet so I can't look anything up.
[CUSTOMER][NEUTRAL] OK, um, OK, because our administrator, she has it and she, this is the number she gave me to call because it should have went into effect on [PII].
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] But I can ask, I
[CUSTOMER][NEUTRAL] I can go to [PII] and ask him.
[AGENT][NEUTRAL] Um, did you say you did have a group number?
[CUSTOMER][NEUTRAL] Um, well, yeah, for our for our Florida Blue plan, yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, that one won't work. Um, yeah, so if you'll check with them, I just, I don't, I'm not pulling you up in the system. Um, let me try your group name though. Hold on just a second.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that was, how do you spell that first name of the healthcare system?
[CUSTOMER][NEUTRAL] Um, Okeechobee, O K E E C H O B E E.
[CUSTOMER][NEUTRAL] Healthcare facility, that's the facility I work for, but the company that owns us is called Ventura, if that makes the difference. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I've, I've got a Ventura. It's out of [PII]. Does that sound right, or?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, I think the Ventura for us is, um,
[CUSTOMER][NEUTRAL] Out of, hold on, um, I can tell you.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Who knew it was gonna be so hard.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm not missing anything here. Let's see.
[CUSTOMER][NEGATIVE] It's not doing it that way. I don't know that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I found another one, but I, I don't see.
[AGENT][NEUTRAL] Yeah, I would, if you can check with your humans, um, I don't, I've just got to one Ventura is in [PII], but you said you're in [PII], so, um.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] No, and this one, so for this one, it's in the out of [PII].
[CUSTOMER][NEUTRAL] I wanna say that's where they're out of.
[AGENT][NEUTRAL] Uh, I'm not able to locate it with the information you've provided. Um, if you, like I said, if you can check with your HR and see what's, um, maybe they can give us a call because I, I'm not, I'm having trouble finding anything, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will ask, I will go and ask um our HR if he can help me with it then.
[AGENT][POSITIVE] OK, I'm so sorry about that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, it's not your fault. It's just when we, um, switched when we just redid our insurance at the end of last month, I went for the bigger plan and got the gap this time and yeah.
[CUSTOMER][NEUTRAL] And I have my new insurance card. I just didn't, I didn't know we were supposed to get an APL card too.
[AGENT][NEUTRAL] Yeah, and we do gap policies and I, I'm, you know, so I'm sure it's just maybe an issue of we haven't received the eligibility file or something like that, so.
[CUSTOMER][NEUTRAL] Yeah, because it says effective [PII] and then it said the plan name is [PII] APL gap so I don't know.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Sorry about that.
[CUSTOMER][POSITIVE] Thank you. Nope, that's fine. Thank you.
[AGENT][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Uh-huh.