AccountId: 011433970860
ContactId: 1e3391f3-9fd0-41c4-8ca8-aa61452c71dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1271300 ms
Total Talk Time (AGENT): 313690 ms
Total Talk Time (CUSTOMER): 406096 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1e3391f3-9fd0-41c4-8ca8-aa61452c71dc_20250214T21:32_UTC.wav
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[CUSTOMER][NEUTRAL] Bye
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And how are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I'm trying to log in.
[CUSTOMER][NEUTRAL] To my account so I can um see the full policy and I added my daughter on my policy, but.
[CUSTOMER][NEUTRAL] For some reason I'm not getting any information. Could you help me out?
[AGENT][NEUTRAL] Yes, are you receiving like an error message or you just need help finding it?
[CUSTOMER][NEGATIVE] Yeah, it keeps saying error every time I log in a link on the website.
[AGENT][NEUTRAL] OK. Um, well, I'll be more than happy to help you with your online service center, um, sign up. May I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, 713-248.
[CUSTOMER][NEUTRAL] 526 7
[AGENT][NEUTRAL] Thank you for that. And your policy number?
[CUSTOMER][NEUTRAL] Um, it's 025.
[CUSTOMER][NEUTRAL] 667-777
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and all the info I'm sorry.
[CUSTOMER][NEUTRAL] It might
[CUSTOMER][NEUTRAL] My, my email is [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that may be the problem on the mailing address on file is [PII].
[CUSTOMER][NEUTRAL] 000 yeah, yeah, oh, OK, [PII].
[AGENT][NEUTRAL] Yes, so that, that um zip code, if you were entering the other zip code, it'll give you that error because we have the [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then the email address um is the one we have [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A low 741.
[AGENT][NEUTRAL] Lay low 74, yeah.
[CUSTOMER][NEUTRAL] OK, so, so it was the zip code?
[AGENT][NEUTRAL] So it's probably the zip code that stopped it. [PII].
[CUSTOMER][NEUTRAL] OK, well, quick question, um.
[CUSTOMER][NEUTRAL] When, when I, cause I'm a truck driver and UTBA they, they deal with us over the road and I'm with ATS and I'm, I'm a heavy haul truck driver.
[CUSTOMER][NEUTRAL] So when I started the policy.
[CUSTOMER][NEUTRAL] I added my daughter on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, her name's [PII]. Do you see her name on the policy?
[AGENT][NEUTRAL] Yes, she's listed as your dependent.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] And she gets full, full benefits as well as myself, dental vision.
[AGENT][NEUTRAL] OK, so, so APL doesn't provide vision insurance, but yes, so she has, so do you want me to see which policy she's on or she should be on all of them?
[CUSTOMER][NEUTRAL] Health
[CUSTOMER][NEUTRAL] Well, I'm, and that's, that's the question because I, I just got back in town in [PII] and I'm leaving back out Monday so I need to know what, what, what her, what is her coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she would um I'm gonna check the critical illness in the hospital indemnity. The other one is a life policy, so that one would be just, you know, a life policy for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Then we
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait.
[CUSTOMER][NEUTRAL] So we're on the same page.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When, when I added her to my policy, I, I added her for health, vision, and dental.
[AGENT][NEUTRAL] OK, so I'll check the health and dental, but Vision APL does not provide, so you'll have to check with UTBA to see who the vision carrier is for you all. We don't, we don't have vision insurance here yet.
[CUSTOMER][NEUTRAL] Is that not.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][MIXED] OK, but they did mention that the the vision is covered.
[CUSTOMER][NEUTRAL] I'll, I'll call them and see what's up with that.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK, so she is on the dental. Let me check the um medical for you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Because she should, she should have full benefits.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] Yes, I'm just checking to make sure she's on the policy and then if she is, then yes, she has full cover she has the same benefits that you do.
[CUSTOMER][NEUTRAL] And is there any way um before we get off the phone you can email that to me stating that she's part of my policy with the policy number so it it has something to do with child in [PII]. I, I, I left [PII], uh, two years ago and moved to [PII].
[CUSTOMER][NEUTRAL] For the job and
[CUSTOMER][NEGATIVE] Child support is riding me so they wanna know that she's covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, she is on the medical as well. Um, so there's really no email I can send you, but your policy certificate shows that she's covered on it. Um, did you want me to send you those?
[CUSTOMER][NEUTRAL] And it states her name.
[AGENT][NEUTRAL] Uh let me double check. I believe so, but let me double check. Hold on one moment.
[CUSTOMER][POSITIVE] I really appreciate it ma'am because I gotta pick up.
[AGENT][NEUTRAL] Because it's not gonna show. Oh, you're welcome.
[CUSTOMER][NEUTRAL] I gotta pick up a wide load out of [PII] port and I gotta get to [PII] with it Monday morning, so I'm, I'm really pressed for time.
[CUSTOMER][NEUTRAL] I just wanna, you know, dot the I's and cross the T's on everything before I leave out of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's included in the coverage letter.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because they, um, I, I had a, I got a letter from UTBA saying she was at it but and I sent it to child support and and they said that's not good enough. They, they wanna see the actual policy where her name and my name stated on it.
[AGENT][NEUTRAL] OK. Yes, I'm here. Do you mind if I place you on just a brief hold? I'm just looking at the document.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Take all the time you need. Take all the time you need, OK?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm, what can I do? What can I do? because her name is not gonna show on the card.
[AGENT][NEUTRAL] There's no policy certificate in on base.
[AGENT][NEUTRAL] This one does show the policy certificate.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I had to do a little research. So this is what I'm going to do because on the policy certificate, it, it doesn't list her name on it. I asked if the coverage letter.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] See, that's the problem I was having, right.
[AGENT][NEUTRAL] I asked if the coverage letter, um, if we send it out, would that show her name, but it won't. So I'm gonna send a message over to customer service and have them, um, send a letter, draft a letter for you to show her name on it. Um, would you like the letter to be emailed to you?
[CUSTOMER][NEUTRAL] Yeah, could you, but see, that's, see, see, that's the problem I had the first time when, um, when UTBA they sent the letter saying that she's on my coverage, but that's not what Florida Child Support look for. They wanna see her name on the policy.
[CUSTOMER][NEUTRAL] Covered
[CUSTOMER][NEUTRAL] As long as myself since I add her on there.
[CUSTOMER][NEUTRAL] Is that making any sense? Cause the letter only say so much.
[AGENT][NEUTRAL] So they don't
[AGENT][NEUTRAL] Right, so the
[CUSTOMER][NEUTRAL] Cause for instance, like, it's like for, for instance, she sprung her legs, she played soccer and
[CUSTOMER][NEUTRAL] Um, Medicare didn't cover it, so I, I paid for it out of, out of my pocket, but then being that she's turning [PII] in June, um, [PII].
[CUSTOMER][NEUTRAL] Child support requested that I need to put her on my insurance policy.
[CUSTOMER][NEUTRAL] And that's fine.
[CUSTOMER][NEUTRAL] It's always the not knowing part, but now that we know since UTA assigned the policy through me with you guys, I, I added her on my policy for full coverage. I need something with her name on that policy. Say for instance, if she goes and get her scratched a knee or anything, gotta go to the emergency room. My medical card do you guys only cover me. It doesn't cover her.
[AGENT][NEUTRAL] Right, I understand. I just need to know if you're wanting like a policy like, OK, so the policy certificate shows all the coverage and do you need that or you're saying that they won't accept the letter with the policies that you have in her name?
[CUSTOMER][NEUTRAL] Does that make any sense?
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, no, no, OK, now we, we on to something you said the policy certificate, does the policy certificate states her name?
[AGENT][NEUTRAL] No, so that's why I'm gonna reach out to customer service. I just need.
[CUSTOMER][NEGATIVE] That's not gonna help me at all.
[AGENT][NEUTRAL] OK, sir, hold on one second. I know that it needs to have her name on it. I'm just trying to get from you. I'm just trying to get from you if it needs to be on the policy certificate listing all the coverage or if it can be a letter that shows the policy type and that she is covered on the policy.
[CUSTOMER][NEUTRAL] It has to uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, again, the letter doesn't work with them. Let me ask you one personal question with all due respect, and you're doing good and I, and I know you're trying to help me. Are you a mother?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I am and I understand exactly what you're saying. Yes.
[CUSTOMER][NEUTRAL] You are a mother, OK, so if, if, if I call from, from my agency and ask for a specific information dealing with a policy, you would, you would go out your way to make sure that that coverage on that child is stated, right? So that's the information I need from you. Could you give me that information because a letter doesn't say much. They wanna see my child on my policy that I'm paying for through you guys do that make sense?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I, yes, but is what I'm saying to you makes sense. I'm asking you on the letter, it's going to list the policy type medical, it's going to list your name, policyholder, it's gonna list her name, dependent. I'm asking you if that is OK. Thank you. So can you, thank you. So if you don't mind, I'm gonna place you on a brief hold and reach out to customer service so I can explain that to them.
[CUSTOMER][POSITIVE] That's what I need.
[CUSTOMER][POSITIVE] Yeah, that's what I need that's what I need.
[CUSTOMER][NEUTRAL] OK, one more thing, what was your name again?
[AGENT][NEUTRAL] Would you like the letter email? My name is [PII].
[CUSTOMER][NEUTRAL] And uh, thank you very much and my, and I'm not trying to be rude or my argument is not with you, but I, I came, I, I'm a truck driver. I'm a, OK, so I, I stay out on the road, and when I came in, I try to take care of some apparently the information I I sent to them wasn't good enough. So I'm tired of going into my PO box and keep seeing these letters from them because I'm not behind on child support. It's they, it's the best it's the specifics and they're getting on my nerves.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. I understand and I know the pressure. I'm just asking for clarity so I know what to get for you, yes, and I'm gonna get that for you. Just hold on one moment, OK?
[CUSTOMER][NEUTRAL] So I need you to help me.
[CUSTOMER][NEUTRAL] Could you help me, baby girl?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] 11 last thing, check this out with all due respect, could you, could you, could you just pretend that I'm your significant other or husband and give me the information that we can shut the ass up with baby.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You're laughing, but I'm serious.
[AGENT][NEUTRAL] I'm going to give you, I, I, I know exactly what you need and I'm going to be specific when we ask for it. So it's gonna list the policy type and it's gonna list the date that it became effective and that is still active and it's gonna show your name as the policyholder and her name as the the um dependent on the policy.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's what I need, baby.
[CUSTOMER][POSITIVE] That's such a turn on to know that a woman ought to take care of business.
[AGENT][NEUTRAL] Alright, hold on one moment, Mr. [PII], OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh [PII], OK.
[AGENT][NEUTRAL] We can send the girl for any other on the APL. He needs to go to UTBA, right? OK, so I need to send a hub, um, custom engager.
[AGENT][POSITIVE] I think I gotta do one for each product, [PII].
[CUSTOMER][NEGATIVE] You are on hold.