AccountId: 011433970860
ContactId: cc257a4c-f76b-4606-967f-fb9b030c40cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 697099 ms
Total Talk Time (AGENT): 276730 ms
Total Talk Time (CUSTOMER): 303793 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cc257a4c-f76b-4606-967f-fb9b030c40cd_20250206T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got, I had Miss Miss [PII] from Benefits and a card call in, um, she's got Ms [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me spell the last name [PII]
[CUSTOMER][NEUTRAL] And she should be with group 70093.
[CUSTOMER][NEGATIVE] And she should have benefits with benefits in a card but I'm not finding her in our system and she's trying to go to the doctor's office because she's very sick.
[CUSTOMER][NEUTRAL] And Miss [PII] with benefits in a car has dropped the call when she got Ms. [PII] on the phone so I could verify we could discuss the policy but um and I've got the insured's social security number but I can't find her through benefits and a card. She said that they she signed her um paperwork 3 weeks ago.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I was just wondering if you guys could help her if she's supposed to be on the group.
[AGENT][NEUTRAL] I.
[AGENT][POSITIVE] That's a good question.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I feel so bad. She sounds terrible.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Bless it. You, you, how do you spell her last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think they're supposed to go to benefits in a card but.
[CUSTOMER][NEUTRAL] But benefits on a card is who called.
[AGENT][NEUTRAL] They always do that. I don't know. Um, I'm gonna see if I can find her and go from there. Um, what is her social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and I looked her up and I did not find her.
[CUSTOMER][NEUTRAL] I looked her up by name, social, and group.
[AGENT][NEUTRAL] Then I don't know what I might be able to tell her.
[CUSTOMER][NEUTRAL] Maybe I should just transfer her to benefits and a card and let them handle it or?
[AGENT][NEUTRAL] But I will.
[AGENT][NEUTRAL] Well, if she don't have coverage, if we're not finding a policy, I would think that because they're the ones who
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] When?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm at a loss on that because, I mean, we don't have a policy. I mean, I can tell her the same thing you told her, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. If maybe if she just hears it from somebody besides just me, you know, sometimes that second opinion matters.
[AGENT][NEUTRAL] But it's
[AGENT][NEUTRAL] But, uh, benefits on a card is where, if, if we don't have a policy.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Is where it should go, right? That's what I think too and then they're calling us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking, I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you can send her on. I mean, I would probably have to send her to benefits and a card. But, um, what is her, what is benefits and a card? We got that, right? That's on the quick fix, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's uh the number is [PII].
[AGENT][NEUTRAL] OK, 1800497.
[CUSTOMER][NEUTRAL] 4856.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Uh, you can send her on. I will tell her, I mean, because I'm not finding her either and you did say that [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you so much. I will see what I can do.
[CUSTOMER][POSITIVE] OK, thanks for that.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, all right. Thank you. Mm, bye-bye. Oh.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is my Latin group billing. I understand you're trying to find a policy on you that you need to go to the doctor. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I did it, uh, my purse.
[AGENT][POSITIVE] OK. I can help you with that or try and see what I can do to help you with that.
[AGENT][NEUTRAL] Um, what is a good callback number for you just in case?
[CUSTOMER][NEUTRAL] What is the number?
[AGENT][NEUTRAL] What is your, what is a good callback number for you just in case?
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] We get
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I didn't get the last 2 numbers. I'm sorry.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it's it is it's two different numbers, but I don't know what is the OK, keep it er no la casa.
[CUSTOMER][NEUTRAL] Yeah, it's, sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], I mean [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] All right. Thank you so much. I do apologize. Um, OK, so let me see if I can find a policy number for you. I'm not seeing you in the system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not under that social. Let me look under your name.
[CUSTOMER][NEUTRAL] Did you list his statement I'm no correo I love you can come in, OK, so when a correo take no to start because.
[CUSTOMER][NEUTRAL] Let's get the city but they did.
[CUSTOMER][NEUTRAL] OK, see, um.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there another name that it could be under?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, I'm not seeing you in our system. Now I can transfer you back over to Benefits and a card and they would be able to help you with that.
[CUSTOMER][NEUTRAL] um I, I called the lady the
[CUSTOMER][NEUTRAL] The I put [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me? hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me? Yes, ma'am, can you hear me?
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] I can. Can you hear me?
[CUSTOMER][NEUTRAL] I you earlier. I'm from Benefits and a card. Um, I wish I merged the call, but it kind of dropped so I'm on the phone. um, I'm gonna send an email to the main office because I do see that she has active coverage and it is under her name indeed, so I don't know what's happening so I'm gonna just go ahead and send an email for them to reach out because, um, you're saying that you don't see her in the system.
[AGENT][NEUTRAL] I do not, and I do apologize, but I do not. I've checked her name and I did check her social.
[CUSTOMER][NEUTRAL] And then um I I believe I now have that um group number that you were asking me for they just now told me which one it was. Did you need me to give it to you? I don't know if that would change anything.
[AGENT][NEUTRAL] Um, I, I have that, that group number is 70093. Is that correct?
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry, it's pulling up. Give me 1 2nd.
[CUSTOMER][NEUTRAL] What was that number?
[AGENT][NEUTRAL] 70093, is that, that's the number I was given.
[CUSTOMER][NEUTRAL] Yeah, that is the number. OK, so yeah, it sounds like I'm gonna have to send them an email to investigate to see what's happening because that is indeed the group number and it is under her name, so that's just kind of strange. So I'm gonna just go ahead and send the main call regarding this.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That is.
[AGENT][POSITIVE] OK. And I appreciate your help, [PII]. I, you know, I, I mean, I did look through the social and I did look for her, her, um.
[AGENT][NEUTRAL] Under her name, so, and you, when was her application?
[AGENT][NEUTRAL] Um, when was that process?
[CUSTOMER][NEUTRAL] Looks like she's been acting and since, give me one second, since [PII].
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Um, that's odd.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, but I'm not finding her in our system and I do apologize for that.
[AGENT][NEUTRAL] So you do have her, but you have that information. OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] in office
[AGENT][NEUTRAL] Well, is there anything else that I might be able to help you out with?
[CUSTOMER][NEUTRAL] No, that's fine. I'll explain it to her.
[AGENT][POSITIVE] OK. I appreciate you, [PII] and uh I hope Ms. [PII] feels better.
[AGENT][POSITIVE] So, we'll, um we'll get this straight. You're so welcome, [PII] and thank y'all for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK thank you have a nice day.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye. Ms. [PII]. Feel better, please.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Mhm. Bye-bye.