AccountId: 011433970860
ContactId: e49e0755-8c18-4245-b54f-2e313db6fe82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266799 ms
Total Talk Time (AGENT): 99055 ms
Total Talk Time (CUSTOMER): 123719 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e49e0755-8c18-4245-b54f-2e313db6fe82_20250218T17:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, hey, my name is [PII]. Um, I got my, my card number, I mean my member number. Um, I was calling because I went to the doctor and, um, and I was trying to see if my, uh, insurance, well, see if this thing will help me, uh, pay it, pay anything on it, uh, but, uh, they was telling me that my insurance was, uh, no good. I don't know if they put the right I mean or what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, Mr. [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] Um, that'd be my member number on the card?
[AGENT][NEUTRAL] No, sir. Do you see a policy or certificate number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do your members' numbers so.
[CUSTOMER][NEUTRAL] Let's see, I see group number.
[AGENT][NEUTRAL] Do your member numbers start with 01 or 02?
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, 01
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0133.
[CUSTOMER][NEUTRAL] 1133.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Uh email address [PII]. Uh, address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I went too fast.
[AGENT][NEUTRAL] No, my computer.
[AGENT][NEGATIVE] Not working with me. Give me one moment.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, it's not your fault.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, there it is. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show a different email address in our system.
[AGENT][NEUTRAL] And what's the correct email address?
[CUSTOMER][NEUTRAL] It's [PII]. Maybe y'all got my, uh, you don't have my wife's email in there.
[AGENT][NEUTRAL] It's a [PII] account.
[CUSTOMER][NEUTRAL] Well my email needs to be.
[CUSTOMER][NEUTRAL] is it [PII] I mean.
[CUSTOMER][NEUTRAL] Well, well, no, my, my, I don't know, maybe they have my, maybe they put my wife there, but I don't know. But anyway, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me correct it real quick. Give me one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and I apologize. One more time, your mailing address to make sure we have that correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that's what we have. OK, and with your policy, our company can only verify eligibility, which we do show um that your policy is active, but as far as benefits, um, do you know if they called web TPA for benefits?
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, I, I can give you their phone number and you can give to the provider and they can verify what your benefits are as far as your medical.
[CUSTOMER][NEUTRAL] Oh, but
[CUSTOMER][NEUTRAL] OK, OK, uh, OK, so who would I need to, uh, uh, uh, OK, it, OK, OK, and they can give me any, you know, what I would need, uh, if I was to go to the doctor, um.
[AGENT][NEUTRAL] Yes, sir. They will be able to verify benefits and uh what information you would need to process claims. Yes, sir.
[CUSTOMER][NEUTRAL] Uh, they can give me whatever, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, OK, OK, sounds good.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, uh, I get that number? I'm ready.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It is 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9458. And when you call, select option 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Option 3
[CUSTOMER][POSITIVE] OK, alright, sounds good thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome. Uh, thanks for calling APO. You have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.