AccountId: 011433970860
ContactId: f8046ddd-b48d-4d1b-8c76-e40afd16e450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691880 ms
Total Talk Time (AGENT): 382509 ms
Total Talk Time (CUSTOMER): 230620 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f8046ddd-b48d-4d1b-8c76-e40afd16e450_20250307T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, uh, I just started up at Simatoma back in, um, September last year and I got a medical card, uh, through y'all, and I don't know what it will pay.
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] And I've been hurting in my leg and I, uh, it's supposed to go at [PII] at uh [PII]'s, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, orthopedic, and I just wondered if it covers any of that.
[AGENT][NEUTRAL] OK, so you have a question regarding your benefits for an office appointment. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and how much I need to pay or what?
[AGENT][POSITIVE] Yes, I can help you with that.
[AGENT][NEUTRAL] OK, now I, I can help you with some of your benefits questions. Um, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you in case we were to be disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't have, I don't know.
[CUSTOMER][NEUTRAL] If I, I don't, I'm under HD staffing.
[AGENT][NEUTRAL] OK, so you should have received an ID card, Ms. [PII], but I can give you information on how to obtain one of those as well if you don't have it.
[CUSTOMER][NEUTRAL] I've got a little pla plastic card here. It, we did have it on it.
[AGENT][NEUTRAL] Is, does it have American Public Life on your insurance card?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I don't know. I can't see. I've got, don't have the light on right now.
[CUSTOMER][NEUTRAL] It's way up here and I can't hardly reach it. I'll be glad when we get the house.
[AGENT][NEUTRAL] OK, what is your social security number, Ms. [PII], and I can try and look it up that way.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so Ms. [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][POSITIVE] Thank you and 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][POSITIVE] Thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much. Now, Ms. [PII], the only policy that you currently have, and I do see that this is with HG Staffing, the only policy that you have with our company is a dental policy.
[AGENT][NEUTRAL] Now, I will
[CUSTOMER][NEUTRAL] I told them help too.
[AGENT][NEUTRAL] Yes, ma'am. As of now, um, now what I can do, uh, are you able to write down a phone number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It was supposed to be paying both.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the phone number for benefits and a card, that is the company that you enrolled through and that provides the different companies depending on what you enroll for with your information.
[AGENT][NEUTRAL] I can transfer you to them, but if you're able to take down their phone number, I can connect you with them also, but just in case we were to get disconnected you would have the number where you could call them.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] I was supposed to be taking it out, health and medical, uh, dental.
[CUSTOMER][NEGATIVE] That's not right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. They will have to help you with that, Ms. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEGATIVE] I, I've been messed over all, uh, since Sunday. Had to pay uh money in for taxes. Then I, and then somebody brought me on my card. I had to wait till Thursday, or yesterday to go even get it straightened out.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah, so I've been through to all week.
[AGENT][NEUTRAL] Oh, I'm very sorry, Ms. [PII] that you've had such a, a trying week.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm ready for a freaking number.
[AGENT][NEUTRAL] OK, you are ready. I'm sorry, I was just waiting on you to let me know. [PII] and again that's for benefits and a card and Miss [PII], I can transfer you with them. I'm I'm also going to email you a user guide for our portal here at APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that when you're feeling better you you can set up your profile so you can see exactly what coverages you do have with us and also have access to your ID cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know where to go to.
[CUSTOMER][NEUTRAL] Does it tell you what places that you can go to and what you can't go to. It's new to me. I have no clue.
[AGENT][NEUTRAL] For your dental?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For your dental policy, um, this plan and any benefit information I provide you on your dental coverage would be a verification of benefits and not a guarantee of payment. So your plan participates in the Carrington PPO network, but you are not required.
[AGENT][NEUTRAL] To go to a Carrington provider. Now, on your ID card for your dental, which you should have received from APL.
[AGENT][NEUTRAL] We will mail that to you. OK. I can only help you with dental because that's all you have with our company at this time.
[CUSTOMER][NEUTRAL] This is medical.
[CUSTOMER][NEUTRAL] Well why is this thing as member, pharmacy and medical.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] What phone number is on that card?
[CUSTOMER][NEUTRAL] Oh, there's several of them.
[CUSTOMER][NEUTRAL] Is the [PII]?
[CUSTOMER][NEUTRAL] And then there's uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that number there.
[CUSTOMER][NEUTRAL] And then there's [PII].
[AGENT][NEUTRAL] OK, so that is for IMA or 90-degree benefits. You may have a type of medical plan with them.
[AGENT][NEUTRAL] If your ID card has a number on it, but I can transfer you to them if you would rather me do that instead of benefits in a card.
[CUSTOMER][NEUTRAL] OK, so I need to.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I got the number in it.
[AGENT][NEUTRAL] Yes ma'am, and should something happen when you call that [PII] number just for future reference depending on the option you pick, it will take you to different places so you would need to select option one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One? OK. That's good to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. So,
[CUSTOMER][NEGATIVE] I'm not good on this at all.
[AGENT][NEUTRAL] Oh well, I'm gonna go ahead those and still email you that user guide that I was talking about so that you, you know, like I said, you could set your profile up to have the access to the coverages that you do have with our company and your ID cards for your dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that email will come from care team [PII] and I will put APL online service center in the subject line for you so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with before I connect you over, Ms. [PII] to 90 Degree Benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that
[CUSTOMER][NEUTRAL] That's the only thing. So what was that dental, uh, coverage? I gotta ask for, does it cover much of that?
[AGENT][NEUTRAL] This plan that you have only covers basic and preventative. You do not have any coverage for major services on this policy.
[CUSTOMER][NEUTRAL] For the den.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like for cleaning and stuff like that.
[AGENT][NEUTRAL] Yes, ma'am. You have benefits for that, but not things like crowns or major services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, but, uh, what coverage that you gotta, I gotta have that as this.
[CUSTOMER][NEUTRAL] Coverton or what do you call it?
[CUSTOMER][NEUTRAL] Something
[AGENT][NEUTRAL] You may have a, a mec or minimum like a well.
[AGENT][NEUTRAL] So a form of a medical plan with 90 degree benefits, but I don't have access to their information because that's a separate company, but that's who I'm going to transfer you to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, that's fine.
[AGENT][NEUTRAL] All right. OK. Well, can I help you with anything else before I do that, Ms. [PII]?
[CUSTOMER][POSITIVE] No, you have a good day. You helped out.
[AGENT][POSITIVE] Well, yes ma'am you too. Oh well, it was my pleasure and thank you again for calling APL and I hope you get to feeling better real soon, OK?
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][POSITIVE] Yes, ma'am. No one likes to feel bad, that's for sure. So give me one moment and I will.
[CUSTOMER][NEUTRAL] I felt lucky for 2 weeks.
[AGENT][NEUTRAL] Oh, that's definitely no fun. OK, well, again, have a wonderful weekend and give me one moment and I will get you connected, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, great.
[CUSTOMER][POSITIVE] Thank you for calling 90 degrees.
[CUSTOMER][NEUTRAL] 98 agreements. This is [PII]. How can I help you?
[AGENT][POSITIVE] Happy, happy [PII]. Happy Friday, [PII]. It's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey girl, I'm glad it's Friday.
[AGENT][NEUTRAL] Me too, me too. Well, I have an insured on the line who needs to see if she has a policy with you all because she does not have uh any type of medical plan with us.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last four of her social is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Um, HG staffing is who she's with.
[CUSTOMER][NEUTRAL] Yup, she just has to make plan. Well, she has dental with you or.
[AGENT][NEUTRAL] Yeah, she has been, and she knows that. I told her that the only thing she had with us was dental.
[CUSTOMER][NEUTRAL] OK, alright, well, yeah, you can send her to me.
[AGENT][NEUTRAL] All right. And then she may need to be transferred to Beck.
[CUSTOMER][NEUTRAL] OK, to add.
[AGENT][NEUTRAL] After you're done with her, mm, if, mhm, if what she's needing, uh-huh, mhm, possibly, yes.
[CUSTOMER][NEUTRAL] To up her plan.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][POSITIVE] OK doke. All right, [PII]. Well, thank you so much. Have a great weekend if I don't talk to you again. All right. Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too. All right. Bye-bye. You're welcome. Bye.