AccountId: 011433970860
ContactId: 163b3e9c-7bd0-492f-9a96-37160558d298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414700 ms
Total Talk Time (AGENT): 247414 ms
Total Talk Time (CUSTOMER): 166489 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/163b3e9c-7bd0-492f-9a96-37160558d298_20250312T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I, um, have some questions about my insurance policy.
[AGENT][NEUTRAL] OK, you have questions on your in your coverage that you have with APL, is that correct?
[CUSTOMER][NEGATIVE] Yes, I didn't even know that was what y'all's name was. I thought it was [PII] or Health is what I got on my card. I had no idea. I'm so lost.
[AGENT][NEUTRAL] Acre? I, I'm sorry, you said.
[CUSTOMER][NEGATIVE] Yeah, that's what my insurance card has on it Acer. Like whenever I call the, the people that we we receive our insurance through or who we enroll with, they told me to call y'all because y'all are who I needed to talk to and I'm like they're that's not even the name on my insurance card.
[AGENT][NEUTRAL] Huh, OK. Well, that's very interesting, but yes, ma'am, I can certainly try and help you with some questions on your, on your.
[CUSTOMER][NEUTRAL] Yeah, well, let's just see if I have a policy with y'all to begin with, I guess that'll tell us something.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, yes ma'am, that is gonna be an excellent place for us to start. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. What is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your.
[AGENT][NEUTRAL] Uh, well, if you have a, do you have a policy number for American Public Life?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have one? I said, do you? OK, would this be through your employer, Ms. [PII], that you have our coverage?
[CUSTOMER][NEGATIVE] You said I, I, no, no, no.
[CUSTOMER][NEUTRAL] Well, I'm, I'm employed through VH Transfer Trucking. I'm an independent contractor and they give us the number to was it UTBA that um we call them and enroll for an insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And they go through and do it well, I called U CBA to ask about the insurance or to direct me to who I need to talk to, and they gave me your number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what is your full social, Ms. [PII], so I can try and look up your information?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes yes ma'am, we do work with UTBA on some of their insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but, and I'm gonna, so,
[AGENT][NEUTRAL] You would be the primary on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me make sure I heard you correctly. 256-496-640.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I do not have a policy in our system under your social. Let, um, now what I can do if you said that you spoke.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To UTBA I can actually connect you back over there with them and I will let them know Ms. [PII], when I do that, that you know we do not have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, and let me look back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, let me look back at my tell you exactly what's on there and see if that may ring or anything on there may ring a bell.
[AGENT][NEUTRAL] Yes, I know, well they.
[AGENT][NEUTRAL] Yeah, they work with different companies depending on the product, for example, like if you enrolled for vision coverage that would not be with our company because that's not one of our products that we offer. So I don't know how many different companies they actually work with for benefits, you know.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, got you, yeah, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] All I know is they're making a killing off me $130 a week for over a year and I've not found one provider that actually takes it.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEGATIVE] Oh, it's terrible, yeah, so I'm like at this point I'm like, send me a provider, send me somebody I can go to to actually accept this insurance that I've just spent all this money on. Oh, but yeah, if you could connect me.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] And you said it was Geier? You had Geier?
[CUSTOMER][POSITIVE] No, Aer A I T H E R Health and it's like the bronze plan, the most expensive one you can get. And the only reason I got that because I wanted to go to the chiropractor and it covers 10 visits a year. I'm like, yeah, I get 10 free visits and now they don't take it, nobody takes it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, well. Well, I am so sorry, Ms. [PII], um, but yes, ma'am, I'll be happy to connect you back over there with them and just let them know that. Do you happen to know who you spoke with at UTBA?
[CUSTOMER][NEUTRAL] Oh yeah, it's.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I do not, no, ma'am.
[AGENT][NEUTRAL] OK. Well, I'll be happy to connect you, but before I do, can I help you with anything else?
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, Ms. [PII]. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Capital Group PTBA?
[AGENT][NEUTRAL] Hi, who am I speaking with, please?
[CUSTOMER][NEUTRAL] This [PII].
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] Good. I haven't talked to you in a long time.
[CUSTOMER][NEUTRAL] I know it's been a minute.
[AGENT][NEUTRAL] It has. Well, I have a lady on my line who, um, says she's with, I believe it was BH Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she doesn't have a policy with APL. She didn't know who she talked to there, but they told her to contact us, and she says her ID card has Acer Health on it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] What? What's her last name?
[AGENT][NEUTRAL] And [PII], first name is [PII].
[AGENT][NEUTRAL] She did give me, uh, she did give me her social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold on, let's try that.
[AGENT][NEUTRAL] But I wasn't able to, I mean, but her social is not in our system, and again she.
[CUSTOMER][NEUTRAL] OK, what is her social?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] But again, she says her ID card says Ather help, but she was told to call APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, I don't have her in my system either. I wonder who told her you can send her over. I'll talk to her. I'll investigate.
[AGENT][NEUTRAL] And again,
[AGENT][NEUTRAL] Uh, yeah, I, I, I don't, I don't know, and that was not a truck line that I was, you know, a, a name of a group anyway that I was familiar with, but I did tell her we do a lot of work with UTVA. But anyway, so that's, that's what she is needing. um, she has some questions on her who she needs to call to find out about her benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. I'll do my best.
[AGENT][POSITIVE] All right. Well, thanks, [PII]. Good luck. All right. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Thanks.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.