AccountId: 011433970860
ContactId: 335e300f-e38f-4d97-b4b1-c22e5d6c14a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1576869 ms
Total Talk Time (AGENT): 279902 ms
Total Talk Time (CUSTOMER): 326785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/335e300f-e38f-4d97-b4b1-c22e5d6c14a2_20250113T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, I'm not sure who I need to speak to. Uh, my name is [PII], and I got a letter in the mail yesterday or the day before, uh.
[CUSTOMER][NEUTRAL] And something about.
[CUSTOMER][NEUTRAL] I guess you guys had sent me uh.
[CUSTOMER][NEGATIVE] To supposedly you guys have sent me two separate checks, and they were never deposited into my bank. And I'm trying to figure out what they are and why I'm just now finding out about it.
[AGENT][NEUTRAL] OK. And, Mr. [PII], do you, do you have a policy number with us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I probably do, um, cause I'm, I'm not at home right now. My wife.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I was on video chat with her and I had her open it up and it was from you guys. Uh, I think there was a policy number on it. Um, she said that.
[CUSTOMER][NEGATIVE] One check I think was like for $70 and there was another one for like 30 something and it said something about you guys haven't received.
[CUSTOMER][NEUTRAL] any notification that it was it was deposited into my bank and
[CUSTOMER][NEUTRAL] I don't know what that's about.
[AGENT][NEUTRAL] OK, um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh, area code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. um, Mr. [PII], I'll have to locate your account um to see um.
[AGENT][NEUTRAL] When they send that letter and what we can do about those checks. One moment.
[CUSTOMER][NEUTRAL] Yeah, because I don't know anything about it. I just, like I said, uh, I just got a letter from you guys, I think Saturday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, the town is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the address we sent the letter to.
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, the phone number I'm calling, the, the phone number that I called to get a hold of you is the phone number that was on the paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me see if I can locate your account or, or is there any way that you can ask to see if she can send you the policy number that will, well, I think I found it over here. OK. Bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and for security, I need to verify your date of birth and your email address.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh my email is [PII].
[AGENT][POSITIVE] Perfect. OK. So you had a policy with us through Universal Trucking?
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check and see which ones is the one that they're.
[AGENT][NEUTRAL] Asking for.
[CUSTOMER][NEUTRAL] I thought that's what you guys were through but I wasn't sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Not on the list.
[AGENT][NEUTRAL] OK, so you have several policies, so let me go ahead and go through the policies and see which ones are the ones that we send those payments through.
[CUSTOMER][NEGATIVE] Yes, because I, I, I never received a check or nothing like that from you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] There, there was nothing even, uh, there was nothing even deposited into my bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Try it.
[CUSTOMER][NEUTRAL] Because I'm not, I'm not using, uh, I'm not using UTBA anymore, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I, I switched companies, so I'm not, I'm not going through universal trucking anymore.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, do you mind holding for me? I'm just trying to locate that letter and locate that information that you have given me about the checks. Um, yeah, you have, you had like 4 policies with us, so let me just go through each one of them and see if I got any notes on it. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[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][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[AGENT][NEUTRAL] OK, um, I went through all the policies, but I did not find those checks. Um, now, there is one policy which is the hospital indemnity that is handled by Web TPA. Um, usually they put our phone number because we're the ones that um do changes to the policy.
[AGENT][NEGATIVE] But they're the ones that process the claims. Um, I'm thinking that probably it's through them, um, because I, I didn't find anything in my system indicating that we have sent any checks and they're not cleared. Um.
[AGENT][NEUTRAL] And you say you don't have the copy of the letter?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can put you on a 3 way call with my wife. She's the one that's got the paperwork.
[AGENT][NEUTRAL] OK, go, yes, so I can know if it's the um the one with with TPA because we can find out what happened.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, hi buddy, uh.
[CUSTOMER][NEUTRAL] Get that letter um that I got from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which one? You got 2 of them.
[CUSTOMER][NEUTRAL] Oh, OK, well, apparently I got 2 of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just the first one you can find. And, um, if you see a policy number, that will really help to know which one I need to be looking into.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Are you talking about the reference number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the first one is um 1000.
[CUSTOMER][NEUTRAL] 55,430
[AGENT][NEUTRAL] Mm, OK. Do you see any other names besides APL? Do you see anything that says web TPA?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I sure don't.
[AGENT][NEUTRAL] OK, um, let me see if there's any other policies that I'm not seeing here. Let me try that number really quick.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so that any other numbers that you see besides that reference number?
[CUSTOMER][NEUTRAL] Uh, I've got a check number, the check date.
[AGENT][NEUTRAL] OK, let me have the check number.
[CUSTOMER][NEUTRAL] The amount is supposed to be.
[CUSTOMER][NEUTRAL] The check number is 55,430.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, web TPA. OK, it is web TPA. So let me go ahead and get web TPA on the line and they can uh tell you what to do about those letters that you received, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your account such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network, please press 2.
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press 3 now or simply stay on the line and someone will assist you. Thank you.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. This is [PII]. May I have the member ID?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. Um, I have a member on the line that he said he received a letter stating that he has not cashed some checks that was sent to him, and he was calling. I, I put the information in and it was with TPA so I'm trying to transfer him.
[CUSTOMER][NEUTRAL] And what's the member ID number?
[AGENT][NEUTRAL] Uh, the one that is showing here is 247-9120.
[CUSTOMER][NEUTRAL] So it's 247-919-20?
[AGENT][NEUTRAL] No, it's 247-9120.
[CUSTOMER][NEUTRAL] And patient's name and date of birth?
[AGENT][NEUTRAL] [PII], um, let me see if I can see his date of birth.
[AGENT][NEUTRAL] And it is date of birth.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't have any checks for him. I don't have anything that was sent to him let me check.
[AGENT][NEUTRAL] I got check number 10,055,430.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII] is the date of birth.
[CUSTOMER][NEUTRAL] I don't have anything for him, um, let me try the check number that doesn't sound like one of our check numbers, but what's the check number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 100,055,430.
[CUSTOMER][NEGATIVE] Hold on, your phone broke up.
[AGENT][NEUTRAL] OK. Um, the number she gave me in the beginning was 100,055,430 and then she told me that the check number is 55,430.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 55,430.
[AGENT][NEUTRAL] 430. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it's under his wife's OK you can transfer him over.
[AGENT][POSITIVE] OK, OK, thank you. You go. You're welcome. Thank you for holding and being for me, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's from Web TPA.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], um, it's actually for your spouse that I found the check for. Do you could you just verify her name and date of birth?
[CUSTOMER][NEUTRAL] Uh, she's on the other line. Baby, are you still there? Hi.
[CUSTOMER][NEUTRAL] Alright, and your name and date of birth uh, [PII] [PII]. Thanks [PII]. And then a good call back number for you guys in case I lose you.
[CUSTOMER][NEUTRAL] Um, my number is [PII]. Hold on, hold on, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, OK, I've got you pulled up here. It looks like there was a check that was sent out to you guys for.
[CUSTOMER][NEUTRAL] Mhm