AccountId: 011433970860
ContactId: 26063f39-72bf-4116-8ba2-31ab7f87029c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634510 ms
Total Talk Time (AGENT): 203489 ms
Total Talk Time (CUSTOMER): 219939 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/26063f39-72bf-4116-8ba2-31ab7f87029c_20250623T16:58_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I think I have an account with you guys and I want to make sure, um, what, because I wanted to see a foot doctor, so I wanted to make sure, uh, what, uh, what my insurance was.
[CUSTOMER][NEUTRAL] So I wanted to verify with y'all make sure y'all was, uh, that, that y'all had me on my file that I had y'all on my file that, well, you know what I'm trying to say.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're just wanting to verify if you have active coverage with APL is that correct?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, yeah, I should have it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm getting a number um call from Oklahoma right now but guess what y'all, I mean.
[AGENT][NEUTRAL] Had you tried to call in?
[CUSTOMER][NEUTRAL] Hold on let me get this.
[CUSTOMER][NEUTRAL] Yeah, well, I just, I was online, uh, yeah, I got the policy number right here.
[CUSTOMER][NEUTRAL] You need
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You need me to put it in? OK, 0.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 75
[CUSTOMER][NEUTRAL] 077.
[AGENT][NEUTRAL] OK, so thank you. Give me a couple of moments please to get your policy information pulled up. Then once I do, I will have to verify several things with you first for security.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so first off, Mr. [PII], um, any information provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] Um, make sure I have the correct one. I have [PII].
[CUSTOMER][NEUTRAL] And that should be [PII], and uh make sure I have that that's my old address and the zip code um.
[AGENT][NEUTRAL] Mhm. OK, so we do, I can, now I can stop you. I, I'll just go and stop you right there. We do have something different on file for you on our records.
[CUSTOMER][NEUTRAL] Yeah, I do. Is it OK, so I, I had two other because I'm a truck driver, so I've been a little bit everywhere, um, uh, is it the one from [PII]?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so what is that address?
[CUSTOMER][NEUTRAL] was
[CUSTOMER][NEUTRAL] OK, I have, um, let me go to that one.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] I know they need me let me find my address.
[CUSTOMER][NEUTRAL] I'm for that let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[AGENT][POSITIVE] You're good. Mhm. You're fine.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] When I
[CUSTOMER][NEUTRAL] Let's see we have it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Here we go, alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, alright, uh, there we go, [PII]. That's my old one.
[AGENT][NEUTRAL] OK. And was there an apartment number or anything associated with that address?
[CUSTOMER][NEUTRAL] FF3 should be [PII].
[AGENT][NEUTRAL] OK, thank you. We'll come back to that. And then the phone number that we have on file for you, it is the same as the one you gave me. So that is your best phone number, is that correct? All right, thank you. And lastly, your email is, oh, I'm sorry. Yeah, [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, 323 yeah.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, thank you and your email address?
[CUSTOMER][NEUTRAL] Uh email address is [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, thank you. So what is your updated address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, my updated address is.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, [PII]. All right.
[CUSTOMER][NEUTRAL] Mm mhm and that's [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Mhm, that's correct.
[AGENT][NEUTRAL] OK. So I'm just gonna repeat that. [PII].
[CUSTOMER][NEUTRAL] In yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My bad, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. So, Mr. [PII], I see that the coverage, this policy number that you gave me had actually been a dental policy that you have with APL. Now, it termed as of [PII], and that was the only policy that you've had with our company. Now, if you're
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] Oh, that, that when I went Hirsch box, yeah.
[AGENT][NEUTRAL] Yes, uh-huh, exactly. That is who we show. Now, again, that is the only coverage that you have with us. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm right.
[AGENT][NEUTRAL] And if you're still employed with where you would enroll through the Universal Trucking Benefits Association or UTBA I'll be happy to give you their phone number and I can also connect you with them to see who you know you have coverage with now or what type of coverage you may have, but you do not have anything currently active with us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, cool, so yeah, so that's, so this right here is the dental benefits. OK, yeah, I remember that. OK, cool. OK, cool, yeah, yeah, yeah, yeah, I'm not, I'm not with that.
[AGENT][NEUTRAL] It was, uh-huh. So are you still employed as far as
[AGENT][NEUTRAL] For a company that would use them.
[CUSTOMER][NEUTRAL] No, I have my own, um, alright, that's the.
[CUSTOMER][NEUTRAL] No, I, I started my own trucking company. I had, um, I got me I still have my medical, yeah, I still have my medical, but, um, I'm trying to figure out which, um, which cover it was. I think that I still have your card in my, in my wallet, so I was trying to see whether I still, uh, that I still have y'all, which is not so yeah but I do remember that that coverage going out because I worked with her but I, I stopped in December, yeah, OK, no that's fine. I'm just making sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right then. Well, is there anything else that I could help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that'd be that'll be all thank you so much, ma'am.
[AGENT][POSITIVE] OK, well, you're very welcome. It was my pleasure in speaking to you and thank you again for calling APL. I hope you have a great afternoon and stay safe as well.
[CUSTOMER][POSITIVE] Alright thank you too ma'am have a good one.
[AGENT][POSITIVE] Yes, sir. Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.