AccountId: 011433970860
ContactId: 216179e2-a96d-4cee-87af-0c957db3274e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370920 ms
Total Talk Time (AGENT): 201467 ms
Total Talk Time (CUSTOMER): 79336 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/216179e2-a96d-4cee-87af-0c957db3274e_20250421T16:31_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] Hey, uh, I was calling to, uh,
[CUSTOMER][NEGATIVE] See about a medical bill that I thought it was supposed to be paid.
[AGENT][NEUTRAL] OK, so you're the insured and you have a question on a benefit. You said you did we receive a claim that wasn't paid?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can take a look at that for you and who am I speaking with please?
[CUSTOMER][NEUTRAL] I'm sorry, what? I couldn't hear you.
[AGENT][NEUTRAL] Yes sir, who am I speaking with please? Are you able to hear me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I got it right here. Let me just pull it out.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] 02579773
[AGENT][NEUTRAL] OK, thank you one moment while uh give me a couple of moments rather to get your information pulled up first off.
[AGENT][NEUTRAL] And then I'll need to verify several things with you first for security and also any information that's provided would be a verification of benefits, Mr. [PII], and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City, state, and zip code?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Yes, uh, keep the one. I need your city, state, and zip, your full address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct? That we should have? All right, thank you and the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. So, Mr. [PII], um, this is on your dental coverage. Is, is that what you're calling about? This is your dental policy.
[CUSTOMER][NEUTRAL] Oh, OK, so I was wondering like, did I ever get like the medical policy like if I ever got admitted into a hospital or anything?
[AGENT][NEUTRAL] Now you do not have that type of coverage with APL and I can see to Mr. [PII] that you did set up your profile in our portal in the online service center where you can log in to see your information as far as the coverage that you have with us. So you only have a dental policy and a group accident policy is the only coverage you have currently with APL.
[AGENT][POSITIVE] Now I would be happy to give you the phone number and also connect you over to the Universal Trucking Benefits Association.
[AGENT][NEUTRAL] Because that's where the agents are located that you enrolled with and they would be the ones that you would need to speak to regarding, you know, any other enrollment for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, what's that number?
[AGENT][NEUTRAL] OK, their number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir. And would you like for me to transfer you to them?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today, Mr. [PII] before I do that?
[CUSTOMER][NEUTRAL] Uh, no, that's really about it.
[AGENT][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] That's, that's it.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir. One moment and I will connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why
[AGENT][NEUTRAL] Mr. [PII], give me one moment and let me try to connect you again. It's like someone picked up, but then the call didn't fully go through, so I'm gonna try again, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] UTVA?
[AGENT][NEUTRAL] Hi, who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have a Mr. [PII] on the line with [PII], um, and he was calling because he thought he had medical coverage, but he does not currently have anything with us. He only has a dental and a group accident policy.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you so much. I hope you have a nice afternoon, [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Uh, thank you. Bye bye.