AccountId: 011433970860
ContactId: da797c5e-b743-4c50-bd89-6dedd67a54a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475779 ms
Total Talk Time (AGENT): 246037 ms
Total Talk Time (CUSTOMER): 139464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/da797c5e-b743-4c50-bd89-6dedd67a54a9_20250214T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm kind of confused. I just, I've never used this type of insurance I got, um.
[CUSTOMER][NEUTRAL] So I went to go pick up my son's insulin and
[CUSTOMER][NEUTRAL] The pharmacist said that
[CUSTOMER][NEUTRAL] They, when they got in contact with the, the insurance.
[CUSTOMER][NEGATIVE] That I'm supposed to pay 100%. That's not well I wouldn't have even got insurance to pay 100% of my pharmacy pickups, but that doesn't even make any sense to me.
[AGENT][NEUTRAL] OK, so do you have a policy with our company and you have a question regarding the pharmacy benefit on your plan, is that correct?
[CUSTOMER][NEUTRAL] I mean, I, I guess I'm trying to figure out, I guess what my plan covers because when I looked at it and I read it, it said that it covers pharmacy visits, especially insulin for my child. Like I wouldn't have got the VIP plus 2. I wouldn't have got the free RX. I wouldn't have picked these things to pull up to the pharmacy and be told I have to pay more than it would be if I used good RX and paid out of pocket, which is beside me right now. How could I be told I have to pay more than what I can get without insurance with insurance? What am I paying y'all for?
[AGENT][NEUTRAL] OK, yes, sir. Well I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can, I can help you, I can look up your policy information. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Is that the um 02576594.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. If you'll give me just a couple of moments please to get your policy information pulled up.
[AGENT][NEUTRAL] Hi Mr. [PII], I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and then lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Alright, so give me just one moment to get your benefit information pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and this your insurance that you enrolled for is through your employment. What is it for Stella Aterra Services LLC? OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on the, the enrollment information we received for you, Mr. [PII] from benefits and a card, the plan that you are enrolled for is not a major medical plan. This is a limited benefit.
[AGENT][NEUTRAL] Plan that pays specific amounts for specific services.
[AGENT][NEUTRAL] For 10 number of days per calendar year.
[AGENT][NEUTRAL] On this policy that you have, your outpatient prescription drug benefit.
[AGENT][NEUTRAL] Is a $20 per day and a maximum of 15 days per calendar year per covered person.
[CUSTOMER][NEGATIVE] Uh, I need to unenrolled from this immediately. I, I do not care if I have a qualifying event or not. I need all the insurance unenrolled stacked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now, I can't.
[CUSTOMER][NEGATIVE] That serves me absolutely no purpose.
[AGENT][POSITIVE] Mr. [PII], I understand your frustration. I cannot help you with that. I will give you the phone number for benefits in a card because that's who you actually enrolled through and they provide the different carriers your information based on what you signed up for, but I'll give you their number. I can also connect you with them, Mr. [PII], but in case we're disconnected, you could call this number. I'm gonna give you directly.
[CUSTOMER][NEUTRAL] That's fine. Could you
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so just let me know when you're ready.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and is there anything else, Mr. [PII] I could help you with before I connect you to benefits and cord?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you and your family have a very nice weekend.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Yes, sir. Thank you very much. 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] Thank you for calling Benefits Center card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][NEUTRAL] I'm OK and yourself?
[AGENT][POSITIVE] The same. I'm glad it's Friday.
[CUSTOMER][POSITIVE] Right, right there with you.
[AGENT][NEGATIVE] Well, I have an insured on the line and he's, he's upset. Um, his name is [PII].
[AGENT][NEUTRAL] And he is with Verssella Aterra Services.
[AGENT][NEUTRAL] The last four of his social is [PII].
[AGENT][NEGATIVE] And he is wanting to cancel his coverage.
[CUSTOMER][NEUTRAL] OK so let's see here.
[CUSTOMER][NEGATIVE] On a scale of 1 to 10, how upset is he?
[AGENT][NEUTRAL] I would say an 11.
[CUSTOMER][NEUTRAL] 11, they give a reason why he was upset?
[AGENT][NEUTRAL] Yeah, because he's, yes, because he's gone to the pharmacy to pick up um some medication for one of his children.
[AGENT][NEUTRAL] And obviously this is a on this limited benefit plan, you know, the, the benefit is a certain dollar amount for a certain number of days. Oh, he hung up, he hung up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh, yeah, I can give him a call back.
[AGENT][NEUTRAL] Yeah, the number that he gave me is what we show on file was [PII].
[CUSTOMER][NEUTRAL] 253 5.
[AGENT][MIXED] Mhm. But he says that this coverage is of no use to him if that's all it's gonna pay, you know, so anyway, yeah, he was just, as a parent, upset. But he was nice to me. I mean, you know, he, he was, he was nice to me, but he was very upset.
[CUSTOMER][NEUTRAL] To understand.
[CUSTOMER][POSITIVE] Totally understand.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I totally understand, but um, yeah, I'll go ahead and make that outbound call and reach back out to him, OK?
[AGENT][POSITIVE] I certainly appreciate you helping me with this one. Thank you.
[CUSTOMER][POSITIVE] You're welcome, [PII] have a great weekend OK?
[AGENT][POSITIVE] All right, [PII], have you too. All right, [PII], thanks.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] [PII].