AccountId: 011433970860
ContactId: 15a183cc-b6ed-4d51-8e36-c5724dea9684
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310359 ms
Total Talk Time (AGENT): 144115 ms
Total Talk Time (CUSTOMER): 126889 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/15a183cc-b6ed-4d51-8e36-c5724dea9684_20250117T16:36_UTC.wav
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[AGENT][NEUTRAL] Excuse me, good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I was just calling to see um if my insurance was still active.
[AGENT][NEUTRAL] OK, so you're just wanting to verify if your coverage with the APL is still active, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Mm, where would they be on the card, the member number?
[AGENT][NEUTRAL] Uh, it would start with a 0, it would start with a number, not a letter.
[AGENT][NEUTRAL] Depends on the type of coverage you have. Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah, 0
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 0202441307.
[AGENT][NEUTRAL] OK, thank you. Give me a moment, Mr. [PII] to get your information pulled up. Once I do, I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the phone number we have for you is the same as the one you gave me. So again, that is your best contact number, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. So I see that the coverage you have, Mr. [PII] is through your employment with Universal Trucking Vision and Venture, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for the type of policy that you actually have, there's another company that you would need to speak to to verify your eligibility.
[AGENT][POSITIVE] And that company is called Web TPA. Now I'll be very happy to give you their number then I can also connect you with them.
[AGENT][NEUTRAL] If you would like.
[CUSTOMER][NEUTRAL] OK, it's, it's
[CUSTOMER][NEUTRAL] Yeah, you can connect me with him.
[AGENT][NEUTRAL] OK, would you like to take down their number just in case uh we were to get disconnected you could call them directly?
[CUSTOMER][POSITIVE] Yes, let me get something.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I got it.
[AGENT][POSITIVE] OK, and I will be happy to connect you, but before I do that, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that'd be all.
[AGENT][POSITIVE] OK, well then, thank you for calling APL Mr. [PII]. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your account such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII] to speak to a customer service representative regarding any other issues, please press [PII] now or simply.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service this is [PII]. May I have the member ID?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing good. How can I help you?
[AGENT][NEUTRAL] Good. Um, I have a member on the line who's wanting to verify this policy is active. His policy number is 244.
[AGENT][NEUTRAL] 1307.
[AGENT][NEUTRAL] His name is [PII] and he spells it [PII] and the last name is [PII].
[AGENT][NEUTRAL] He's with Universal Trucking Vision and Venture.
[CUSTOMER][NEUTRAL] Yeah, he's active.
[AGENT][NEUTRAL] OK, can you please confirm that with him?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Well, are you ready to speak to Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Thank you so much. Have a wonderful weekend. Uh-huh. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too, [PII] thank you.