AccountId: 011433970860
ContactId: 377b4529-31e3-4e07-9391-ee885edba631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317660 ms
Total Talk Time (AGENT): 143418 ms
Total Talk Time (CUSTOMER): 107136 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/377b4529-31e3-4e07-9391-ee885edba631_20250306T22:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm calling about my, uh, prescription pills, uh.
[CUSTOMER][NEUTRAL] One of them has gone up to like $98 and I was trying to figure out why it went up.
[CUSTOMER][NEUTRAL] Uh, this is uh [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, Mr. [PII], um,
[CUSTOMER][NEUTRAL] Work
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is American Public Life. Do you have an insurance policy with us?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm uh APL.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is this, yeah, yeah, I have a policy with y'all.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Now, we don't have any control over prescriptions.
[CUSTOMER][NEUTRAL] Well I need to call then.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] You would need to call, I guess the pharmacy, um, Mr. [PII]. Let me look at your policy real quick.
[CUSTOMER][NEUTRAL] What they
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at your policy. What's your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, just one minute, I gotta find a card.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Let me find a car.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy is 0235.
[CUSTOMER][NEUTRAL] 6207.
[AGENT][NEUTRAL] OK, let me look that up real quick sir.
[AGENT][NEUTRAL] OK. And then, Mr. [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Um, my name, uh, the address is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Um, maybe [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh what else I need?
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you sir. uh, and I appreciate you verifying your policy.
[AGENT][NEUTRAL] OK, let me look here.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] They said that the insurance has something about.
[CUSTOMER][NEUTRAL] For the reason why it went up that at the pharmacy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And did you give them?
[AGENT][NEUTRAL] Did you give them the card for the number that you just gave me? Because that was your dental card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That my data card I see my other card, yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I've got your, um, looking at your hospital indemnity plan now, your group hospital indemnity Medical.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] That you have through uh.
[CUSTOMER][NEUTRAL] It's not the same card.
[AGENT][NEUTRAL] No, it's not the same card, sir.
[CUSTOMER][NEUTRAL] I must haven't got that one then.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] What I'm going to do is I'm gonna transfer you on over to UTBA which is Universal Trucking Wall Street Systems.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm gonna let you speak to somebody there about your benefits.
[AGENT][NEUTRAL] And just let them know that your prescription's gone up and that they told you you needed to contact your insurance company.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let them go over your benefits for your pharmacy with you, OK?
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let me give you the phone number just in case um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The call gets disconnected you'll be able to call OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Are you ready for it?
[CUSTOMER][NEUTRAL] OK, what is
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And I'm gonna put and I'm gonna go ahead and transfer you on over now. I hope you have a wonderful rest of your night, Mr. [PII].
[CUSTOMER][NEUTRAL] And this is Wall Street insurance huh?
[CUSTOMER][NEUTRAL] OK, and this this Wall Street.
[AGENT][POSITIVE] Yeah this is for you to be a you.
[AGENT][NEUTRAL] Yeah, Universal Trucking.
[CUSTOMER][NEUTRAL] You, you
[CUSTOMER][NEUTRAL] R U B T A, OK.
[AGENT][NEUTRAL] UTBA.
[CUSTOMER][NEUTRAL] U U B T A, right?
[AGENT][NEGATIVE] UTBA you your team and you're being mixed up.
[CUSTOMER][NEUTRAL] Oh, you.
[CUSTOMER][NEUTRAL] OK, BA.
[AGENT][POSITIVE] Yes, sir. You got it now.
[CUSTOMER][POSITIVE] Oh yeah, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your night. Thank you for calling APL, sir.
[CUSTOMER][POSITIVE] OK, alright, you're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance.