AccountId: 011433970860
ContactId: 18b9588c-2c2e-4ef3-b4f7-9de9ccaaca5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440420 ms
Total Talk Time (AGENT): 181689 ms
Total Talk Time (CUSTOMER): 102878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/18b9588c-2c2e-4ef3-b4f7-9de9ccaaca5f_20250205T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm fine. I was trying to pick up some medicine for my brother [PII], but they're asking me for a VIN number.
[CUSTOMER][NEUTRAL] And a PCN number.
[AGENT][NEUTRAL] asking
[AGENT][NEUTRAL] OK. Do you have your brother's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am I do. It's 0252.
[CUSTOMER][NEUTRAL] 1387.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, give me a sec here.
[AGENT][NEUTRAL] And are you able to verify his first last name and date of birth?
[CUSTOMER][NEUTRAL] Do we KR [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] He's on the phone though.
[AGENT][NEUTRAL] Let me pull up the card here and see what we got.
[AGENT][NEUTRAL] Card doesn't have a PCN or VIN number on it. Let me see here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, so I don't know if you have, do you have the card with you because the card doesn't have any sort of VIN number on it or anything like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] We never received the card.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I can send an email with a card. I that'll be helpful. It looks like the prescription drug benefit on the plan, like the plan pays $25 towards that. I can email you the card. Um, do you have an email address you can get it at?
[CUSTOMER][NEUTRAL] My first name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the insurance that he has is only paying $25 of his for his medicine.
[AGENT][NEUTRAL] It only pays an outpatient, yeah, prescription drug benefit of $25.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am sending that ID card to you. Um, aside from that, the only other thing that we could do is that they need to contact us at the number you called, we can verify the benefits and give them the benefit amount, um, we're happy to do that also if they need us to verify the benefits for the insured.
[CUSTOMER][NEGATIVE] So you wouldn't be able to give me the card number that I need, which is only covered $25 anyway.
[AGENT][NEUTRAL] The plan only covers up to $25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you did send it to my email?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh huh, yeah, the card's been sent to your email so it should be there in the next few moments.
[CUSTOMER][NEUTRAL] There in the next few
[CUSTOMER][NEUTRAL] So, so, ma'am, um, I have a question for you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, like one of my medi my medicines is like
[CUSTOMER][NEUTRAL] 20 and I think like $60 something dollars. So yeah I'll just pay the 25 hours of it and I pay the rest.
[AGENT][NEUTRAL] The plan that you have, yeah, it only pays the benefit amount of $25 towards the prescription drug, correct.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] I mean, I, I, they don't have no other kind of benefit package I can get. I mean, cause my medicine is high and you know, but y'all paying $25 and I'm paying, still paying $200 and something dollars.
[CUSTOMER][NEUTRAL] I mean, the, the, the type of money I'm paying out of the week.
[CUSTOMER][NEUTRAL] I can't get a better plan or something?
[AGENT][NEUTRAL] You would honestly, um, Huey, you need to speak with your employer to see if they offer any other different coverage. Um, I unfortunately don't have that information. I will tell you that the plan that you have is what they call a limited medical benefit plan.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's a hospital indemnity plan, so what that means is that the plan just pays that set amount towards whatever you're being seen for whether or not it's an office visit, prescriptions, whatever the case may be. It's not your standard major medical where it's like a PPO and you're just paying a percentage.
[CUSTOMER][NEUTRAL] Oh alright.
[AGENT][NEUTRAL] So it is very different in that regard, um.
[AGENT][NEUTRAL] Whether or not universal trucking offers a different medical plan, that would be something that you definitely wanna reach out to whoever deals with your benefits whether or not it's HR or somebody like that.
[CUSTOMER][NEUTRAL] All right, yeah, I, I will be giving them a call in the morning.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][NEUTRAL] Cause I, I didn't know it was like this year.
[AGENT][POSITIVE] Yeah, I mean, and they should be able to also assist you if again this is not something that you want they should be able to assist you if you decided to seek other coverage and cancel this they can help you with that too.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Was there anything else I can help with this evening?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right. You take care.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye