AccountId: 011433970860
ContactId: f16e4ebb-b9bb-4f49-a773-7c9e72a7f4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 941369 ms
Total Talk Time (AGENT): 199541 ms
Total Talk Time (CUSTOMER): 268176 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f16e4ebb-b9bb-4f49-a773-7c9e72a7f4a6_20250102T17:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, hey, [PII]. My name is [PII]. Uh, I just enrolled, uh, in the insurance, uh, in the last week. So I just want, I, I would like to know, uh, is, uh, uh, which hospital, which hospitals, uh, I can visit?
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you happen to have your policy number available on your APL ID card?
[CUSTOMER][NEUTRAL] Yeah, one second, let me give.
[CUSTOMER][NEUTRAL] Yeah, it's 683 7.
[AGENT][NEUTRAL] 663 7.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No, no. It's just 683 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 07
[CUSTOMER][NEUTRAL] 803.
[AGENT][NEUTRAL] Instead of your social?
[AGENT][NEUTRAL] Or do you have the APL, do you happen to have the APL ID card?
[CUSTOMER][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] And do you see an ID number or policy certificate number?
[CUSTOMER][NEUTRAL] Uh, policy ID number?
[AGENT][NEUTRAL] Yes, sir?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] Yeah, I, I do have only this member ID.
[AGENT][NEUTRAL] OK. I can look the policy up by your social. Would that be OK with you?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right, and what is that social?
[CUSTOMER][NEUTRAL] Yeah, you want a whole number or last four digits?
[AGENT][NEUTRAL] I will need the whole number please sir.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] OK. And on the card that you have, what is the insurance name on the card listed?
[CUSTOMER][NEUTRAL] Insurance name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you mean the company?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] It's like APL or I call in the APL.
[AGENT][NEUTRAL] Yes, this is APL and I was looking for your information. I wasn't able to pull it up by your social at the top of the card, does it have.
[AGENT][NEUTRAL] APL or 90 degree benefits.
[CUSTOMER][NEUTRAL] Yeah, one second, let me check it.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] It's like a mad choice.
[AGENT][NEUTRAL] The choice, OK.
[AGENT][NEUTRAL] And does your card have an um a group number?
[CUSTOMER][NEUTRAL] Yeah, one second, let me.
[CUSTOMER][NEUTRAL] There is no group group number on that. I just only download the PDF.
[AGENT][NEUTRAL] OK, who is your employer?
[CUSTOMER][NEUTRAL] Employer
[AGENT][NEUTRAL] Yes, sir, who, who
[CUSTOMER][NEUTRAL] No, I, I.
[CUSTOMER][NEUTRAL] No, I just bought uh from the online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you self-employed or?
[AGENT][NEUTRAL] Are you employed?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I'm employed, yeah.
[AGENT][NEUTRAL] And who is your employer? What's the name of your employer?
[CUSTOMER][NEGATIVE] But uh the guy from uh from whom I bought this, he didn't, uh, he didn't ask me this all question, you know.
[AGENT][NEUTRAL] Yeah, I'm just trying to locate you in our system.
[CUSTOMER][NEUTRAL] Yeah, but, uh, I don't think so he has that, uh, fill in information in that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name was, his name is [PII].
[CUSTOMER][NEUTRAL] Can you hold for a second, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir, are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm still here. uh, OK, so the guy from whom I, uh, contact online, uh, uh, he, I mean he just gave me the policy number I mean member ID.
[CUSTOMER][NEUTRAL] And confirmation code that's it. But I don't know to whom I need to contact to for the question and I mean for the which hospital it covers and all those things, you know. I just found a PDF and uh I found a number on all of the bottom on the PDF so I call you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And what is your last name again, please, sir?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] I'm checking
[AGENT][NEUTRAL] Everything I can check.
[AGENT][NEUTRAL] See if I can locate you in our system.
[AGENT][NEUTRAL] Just looking through everything I could possibly think of.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I just don't see you in our system.
[AGENT][NEUTRAL] Can you contact the gentleman back?
[AGENT][NEUTRAL] And asking
[CUSTOMER][NEGATIVE] Yeah, I already tried to call. Yeah, I already tried him to contact, but it's, uh, I mean it's a long waiting time. I mean I hold for my phone for one hour but nobody answer. I mean it's an automatic just wait for the another.
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Representative like that.
[AGENT][NEUTRAL] Are you self-employed?
[CUSTOMER][NEUTRAL] Say again?
[AGENT][NEUTRAL] Are you self-employed?
[CUSTOMER][NEUTRAL] Uh, no, I'm not self-employed. I mean, I, I, I'm, I'm, I'm working in another place here in [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] I'm just trying to see what group you might be through.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because our policies are through employers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so I'm trying to locate your employer to see if I can find your policy.
[CUSTOMER][NEUTRAL] Yeah, but whenever I enroll, he didn't ask me the employer and he just asked me about my birthday, my name, and all those kind of things.
[AGENT][NEUTRAL] Tell you what, hang on just a second.
[CUSTOMER][NEUTRAL] So I'm, I'm not sure I, I called on the right place, no idea, but what I got from, uh, whenever I download.
[CUSTOMER][NEUTRAL] The PDF and uh here I found your number on the bottom. I all have uh all the details. I mean what is the details table and all those numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Tell you what, let me make a call for you and get you on the line, see if they can locate you, OK?
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][POSITIVE] All right, no problem. Yeah.
[AGENT][POSITIVE] Thank you. If you'll hold just one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time for customer support, press 2. For agent support, press 3 for claims.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with the APL. I have a gentleman on the line that is trying to locate his policy. I don't see him in our system and he said he bought the insurance online.
[AGENT][NEUTRAL] Can you see if you can assist him and if you can find him?
[CUSTOMER][NEUTRAL] Yeah sure.
[AGENT][NEUTRAL] Alright, let me get him on the line while he disconnected, never mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, well that works too then.
[AGENT][NEGATIVE] We can't help them if they don't stay on the line. Do y'all?
[CUSTOMER][POSITIVE] That's exactly right.
[AGENT][NEUTRAL] Do y'all offer the mid Choice?
[CUSTOMER][NEUTRAL] Uh, not that I'm aware of. They are doing new products though that we've not got all the information on yet, so.
[AGENT][NEUTRAL] Yeah, he said it was new and he was trying to contact the gentleman that helped him buy it online. Doesn't that kind of sound like y'all?
[CUSTOMER][NEUTRAL] Uh, uh, yeah, it's a possibility. Bear with me one second, let me see.
[AGENT][NEGATIVE] I, I couldn't even spell his last name.
[AGENT][NEUTRAL] But I don't see it in the, in our system.
[CUSTOMER][NEUTRAL] OK, yeah, no, I just asked, um.
[CUSTOMER][NEUTRAL] [PII] and she said that there is no nothing med choice with us yet so I don't believe that would have been one of ours anyways.
[AGENT][NEUTRAL] OK, well, I was, I was trying my best to help him.
[AGENT][POSITIVE] And he said he printed off a card and it had nothing to do with our policy numbers or anything, so, and I couldn't locate him by social, so I just thought I'd try. But I appreciate it, [PII]. Absolutely, and happy [PII].
[CUSTOMER][POSITIVE] I it was worth a try. Yeah, you're very welcome and I hope you enjoy the rest of your day. Yeah, happy [PII]'s.
[AGENT][POSITIVE] You too. Thank you. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.