AccountId: 011433970860
ContactId: ca40ee77-46be-4edd-b040-0beab5c4338b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685330 ms
Total Talk Time (AGENT): 340164 ms
Total Talk Time (CUSTOMER): 189180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ca40ee77-46be-4edd-b040-0beab5c4338b_20241230T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um,
[CUSTOMER][NEUTRAL] I was uh I had a uh.
[CUSTOMER][NEUTRAL] Uh, current, uh, plan with you guys, um, but I, um, I just, I just moved so basically need to put in a change of address.
[AGENT][NEUTRAL] OK, you're needing to update your address that we have on file for you, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what's a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number with APL?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] If you don't have that, Mr. [PII], I could possibly look it up with your full social.
[CUSTOMER][NEUTRAL] Is that uh
[CUSTOMER][NEUTRAL] Is that member ID?
[AGENT][NEUTRAL] It does not start with a D. It would start with it's only numbers at the beginning.
[CUSTOMER][NEUTRAL] Or employee ID.
[AGENT][NEUTRAL] It would either be a policy certificate, policy cert.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] In hospital or outpatient, um, it depends on the type of plan you have with APL as to how it would be worded on your card.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'll just give my social I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a bunch of numbers on here.
[AGENT][POSITIVE] OK. All right. Well, I'm ready.
[CUSTOMER][NEUTRAL] Uh, it, it
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Give me one moment to look at your information. Then once I do, Mr. [PII], I will have to verify several additional pieces of information with you first for security. So just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and the address that would be currently be on file?
[CUSTOMER][NEUTRAL] Uh, be [PII].
[AGENT][NEUTRAL] OK, thank you. So we'll come back to that in just a moment. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I see that this is for your employment with management analysis and utilization, is that correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] What I'm sorry?
[AGENT][NEUTRAL] The insurance that you have with our company is through your employment with MAU or management analysis and utilization, is that correct?
[CUSTOMER][NEUTRAL] It was, yes, my last day was actually [PII].
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Now, as far as updating your address, that will have to be done with benefits and a card first. That's the enrollment company that you enroll for any of your benefits through and then they provide us the information.
[AGENT][NEUTRAL] Uh, related to enrollments and also updates on your address.
[AGENT][NEUTRAL] So, are you going to be continuing this insurance?
[CUSTOMER][NEUTRAL] No, I'm not.
[AGENT][NEUTRAL] OK, so I would just make sure still I can give you their phone number and I can make sure that you know or I can connect you rather is what I meant to say once we're finished with them so that they can get it updated so if there's anything that they will need to mail to you then you know they'll have your correct information and then our system will get updated once they have your information updated it'll come to us electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I also have another, uh, question, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] What's your question?
[CUSTOMER][NEUTRAL] Uh, basically
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had a prescription filled um last week and they said it was still good and I told them more likely it's not uh, I went ahead and did it so I need to basically.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Get a bill sent for that um.
[CUSTOMER][NEUTRAL] I just spoke to someone that transferred me to you. They said it was basically covered till [PII], so that's why I need to make sure that
[CUSTOMER][NEUTRAL] You know, proper, uh.
[CUSTOMER][NEGATIVE] Mailing address you guys have it that way you know I get a bill for that that wasn't covered.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] Well, your pharmacy is not handled by APL. That's through Pharmavale.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I called um.
[AGENT][NEUTRAL] Uh, do you know who you spoke to, which company you called?
[CUSTOMER][NEUTRAL] Well, I called the number um.
[AGENT][NEUTRAL] Because there's several numbers on your end, OK, so you should on your ID card there's a phone number for APL. There's one for multi plan for network questions. There's a pharmacy number for Farmavale.
[CUSTOMER][NEUTRAL] It's on my card.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Yeah, I called the pharmacy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they said basically I'd have to call the main number who was covered through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Which should be the the the RX help desk I guess.
[AGENT][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Elixir
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let, let me just pull up your ID card for this type of plan.
[AGENT][NEUTRAL] So, OK, OK. I'm not understanding your question as far as you're needing an address.
[CUSTOMER][NEUTRAL] Yeah, I basically need to update my address. That's that's one thing, uh, and then.
[AGENT][NEUTRAL] Correct, but you're OK, so that's what, now as far as updating your address, that's something I'm gonna need to connect you to benefits in a car because I can't do that. That would be something that's gonna be electronically provided to us once you update it with your enrollment company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that is, and that's benefits and a card. So,
[AGENT][NEUTRAL] Is that really just the main thing is you're needing to get your address updated so that you'll have the correct information whenever they send you a bill you'll get it at your new address?
[CUSTOMER][NEUTRAL] Yeah, yeah, and then
[CUSTOMER][NEUTRAL] Yes ma'am, that and I guess to let him know that I'm not gonna be needing any any further further coverage.
[AGENT][NEUTRAL] Yes, and benefits in a card would be also the company that would, you would make any cancellation request with. Mhm. Yes, sir. So I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then I, yeah, then.
[AGENT][NEUTRAL] And then I'll just make a note. What is your new address, even though I can't change it in our system, I can just note it that you and I talked.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The the last person that transferred me to you, uh, she actually put a note down for my current address, uh, I'm not sure if we can pull it up or but.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, did, but was it, was it somebody, did you speak to somebody with APL because I don't see where we have talked to you since.
[CUSTOMER][NEUTRAL] Yeah, it's uh
[AGENT][NEUTRAL] Back in July or actually that wasn't even that was a provider's office.
[CUSTOMER][NEUTRAL] I actually don't know. I, I just, I just called the uh.
[CUSTOMER][NEUTRAL] The main 90 degree benefits the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2000-833 number so.
[AGENT][NEUTRAL] But I'm gonna, I'm gonna give you the correct phone number for benefits and a card that's gonna be able to update your address and, and process your cancellation notice. But for my, for my notes with APL, what is your new address?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] that's one word.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'll make a note of that. Now, the phone number for benefits and a card, should something happen during our transfer, Mr. [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hold on one second uh.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. And when I transfer you to them, I'll let them know that you're needing to update your address and that you're also going to um be canceling your coverage.
[CUSTOMER][POSITIVE] OK all right thank you ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that you have a very safe and happy New Year.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes sir, thank you too. So one moment please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][POSITIVE] Hi, good morning. Thank you for calling Benefits in a car. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have a member on the line who is needing to update his address and he's also gonna be requesting cancellation on his coverage. His last name is [PII] First name is [PII].
[CUSTOMER][POSITIVE] Alrighty, uh, you can go ahead and put him through thank you so much.
[AGENT][POSITIVE] All right. Well, thank you and have a great day.