AccountId: 011433970860
ContactId: 1e467ff5-bc25-46cc-ba4e-51046f833b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535820 ms
Total Talk Time (AGENT): 267092 ms
Total Talk Time (CUSTOMER): 176101 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/1e467ff5-bc25-46cc-ba4e-51046f833b56_20250113T21:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to um just verify that my um account is active with you guys.
[AGENT][NEUTRAL] OK, you're just wanting to verify if your policy is still active with APL or is active? Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Mrs. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02544858
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi Mrs. So, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. First, I will need to verify some things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 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 that you gave me. So that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now one question, Mrs. [PII] while while your information is loading is have you created your profile in the APL online service center where you can have access to your policy information online?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, ma'am. Do I have to, do I need to do that?
[AGENT][POSITIVE] You don't, you do not have to do it, but this portal, um, will give you access to your ID cards, policy information, and also any claims, um, information and EOBs, and I'll be happy to email you the user guide that explains how to set that up if you would like for me to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm looking at a package. That's why I got you guys' number from. Um, I think it's like it, yeah, it says we also encourage you to register on our secure online services. Is that what you're talking about?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It's the secure.
[AGENT][NEUTRAL] Yes, ma'am, yes ma'am, you would go to [PII] and that is where you would create your profile. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so, um, yes, ma'am, I see that this policy that you have with us is through your employment, uh, well, it has universal Trucking Open for us. I'm not sure what that.
[AGENT][NEUTRAL] Uh, I'm not familiar with that. OK. OK, all right. So, yes, ma'am, um, your policy is active and we show that it has an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes, I drive. Yes, I do university.
[CUSTOMER][NEUTRAL] OK, and so do you guys have or like um you guys can um if I give you like, I don't know if you do it or where I give you guys my zip code and are you guys able to find like a network in my area that takes that takes the insurance?
[AGENT][NEUTRAL] OK, let me look um to see uh there's something on your policy. So, on this particular policy that you have with APL, you're not in a network plan, so that means you can select any provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I didn't know that one, OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Well, I'm setting it up now online, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Why is it not working? Oh, here you go, new customer.
[CUSTOMER][POSITIVE] This is great spirit [PII].
[AGENT][NEUTRAL] Yeah, so if you're able to try and set that up while we're on the phone, uh if you have any trouble, I can try and help you with that instead of you having to call back. But if you would like, I can still email you the user guide. It just gives some tips on like if you were to ever have to submit anything to us or review yourself. It gives instructions on doing that, adding in direct deposit information.
[AGENT][POSITIVE] If you like, I'd be happy to email you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, you can email it.
[AGENT][NEUTRAL] OK. All right. And while you're working on setting that up, I'll send this email to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um let's see.
[AGENT][NEUTRAL] OK, so I just sent that to you, Mrs. [PII], and the email that you will receive is going to come from [PII].
[AGENT][NEUTRAL] And I did put APL in your subject line for you also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I think I'm in um
[CUSTOMER][NEUTRAL] One more step.
[AGENT][NEUTRAL] And again you can just the user guide just can be for future reference to help you navigate the portal a little easier.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, perfect. So.
[CUSTOMER][NEUTRAL] I believe I am all set up and I would try to find um
[CUSTOMER][NEUTRAL] Um, information about it on here, do you just off the top or in case you, you kind of know a little bit more about my policy, do you know if you receive claim status updates, text messages?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you, and just so that you um are aware of this, should you have to update any of your information, this is like your phone number or make any kind of changes, you will still have to call us to do that for security purposes, you can't change information in the portal.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect policy contact notification process so.
[CUSTOMER][NEUTRAL] It's not really
[CUSTOMER][NEUTRAL] I was just trying to see like breakdown of like what covers, what it covers but I'm not seeing much like.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. I, right. It, I, I just tried to look myself for your policy certificate and it's not in the portal at the moment, but I am going to order that for you.
[AGENT][NEUTRAL] So that you can, so it can be in there for you. Let me verify your ID cards are there, but your policy information just isn't there yet. But again, I will, I will order that for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In just a moment. So, it would be, um, today's Monday, probably Wednesday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Before you would, yes, Wednesday it could even be Thursday, just depending because of the time of day it is today, but I am fixing to send the tickets for you.
[CUSTOMER][NEUTRAL] OK that's
[CUSTOMER][NEUTRAL] OK, and then I'll probably need to be calling.
[CUSTOMER][NEUTRAL] Um, my other insurance to see what pop because uh on here it says coverage, my coverage is in.
[CUSTOMER][NEUTRAL] I don't even know
[CUSTOMER][NEUTRAL] What this is, I see dental hospital. What's hospital amenity? I don't even know what it's on there.
[CUSTOMER][NEUTRAL] OK, so I'll just look, um, I'll probably call my um.
[AGENT][NEUTRAL] Uh-huh. I believe. Mhm.
[CUSTOMER][NEUTRAL] And see what the rest of this is.
[AGENT][NEUTRAL] Oh, are you still there? OK, I thought I lost you.
[CUSTOMER][NEUTRAL] Yes, ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me, ma'am?
[AGENT][NEUTRAL] Yes, ma'am, I can now. Your voice faded out for a minute. I thought, uh-huh, I can. I thought that we had lost connection though.
[CUSTOMER][NEGATIVE] No, you're fine. Oh, I just didn't know it's telling me my coverages, but that's not what I wanted to know. I was just, I'm gonna call and ask them what are all these coverages because I don't even know what these are.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK, well then, thank you very much um for calling APL. I hope that you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.