AccountId: 011433970860
ContactId: 391dafc5-e525-4bc4-8605-eb3c8ce4ea99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476290 ms
Total Talk Time (AGENT): 257537 ms
Total Talk Time (CUSTOMER): 140118 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/391dafc5-e525-4bc4-8605-eb3c8ce4ea99_20250103T18:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling and I'm trying to confirm, um, if something is covered on my policy or not.
[AGENT][NEUTRAL] OK, so you have a question on a benefit, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And what was your last name again?
[CUSTOMER][NEUTRAL] It is [PII], it is [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It is 01016583.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get your information pulled up and I will have to verify several things with you first for security and also any information.
[AGENT][NEUTRAL] But I've provided today will be a verification of benefits and not a guarantee of payment. So first off, [PII], and this is on your dental coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] Um, it's listed as [PII], but I have moved and I was actually trying to update it, but I guess I can't do it online, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I, we, we'll finish verifying your other information that I need to verify, then we can come back to that and um you can, yes, you cannot update it in the portal. Are you logged into the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am, I am, yeah, but I was, yes I am.
[AGENT][NEUTRAL] Yeah, right, yeah, for security purposes it doesn't allow you to make changes. OK, so the phone number we show for you is the same as the one you gave me, so that is your best contact number, correct? Is that correct? OK, thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that is correct. Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think the one, well.
[CUSTOMER][NEUTRAL] The one on file I believe is [PII].
[AGENT][NEUTRAL] Mm, no, ma'am, that's not the one that we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, well, unless it's, well, it could be, I've got 3 emails so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My personal email is [PII].
[AGENT][POSITIVE] OK, thank you, so we do have that one on file for you.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so what is so first of all I can update the address here but I will also need to if you haven't already updated it with the universal.
[AGENT][NEUTRAL] Trucking Benefit association, which is where the agents are located that you enrolled for your coverages through then I can give you their phone number and I can also connect you but they do need to get that updated as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I do have their number here so I can call them.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh, OK, well, either way, I'll be happy to connect you when we're finished if you would like. But what is your updated address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, it's still part of [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is still the same.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Is your zip code still the same?
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this back [PII].
[CUSTOMER][POSITIVE] Yep, correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so I have gotten that updated, OK, so how can I help you um on your benefits today?
[CUSTOMER][NEUTRAL] I am curious if um
[CUSTOMER][NEUTRAL] Uh, I guess removing my, uh, wisdom teeth.
[AGENT][NEUTRAL] Oral surgery?
[CUSTOMER][NEUTRAL] Uh, surgical procedure to do that. Yeah, and I was trying to find it in this thing and I'm just not.
[AGENT][NEUTRAL] OK, so under um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And just make sure your provider has our information because typically they will call to request specific like code information.
[AGENT][NEUTRAL] But you do have oral surgery benefits on your plan?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, they are subject to your calendar year deductible, which is $50.
[AGENT][NEUTRAL] And then the benefit is 40%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the usual and customary charges.
[AGENT][NEUTRAL] And your benefit calendar, your maximum overall calendar, your max benefit is $1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes, or you do have benefits for oral surgery.
[AGENT][NEUTRAL] Again, they would be subject to your $50 calendar year.
[AGENT][NEUTRAL] Deductible and then the benefit is 40%.
[CUSTOMER][NEUTRAL] I'm responsible for 40%.
[AGENT][NEUTRAL] Of the
[AGENT][NEUTRAL] That this plan would pay 40% of the usual and customary charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of covered expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right. Um, my next question is, um, adding
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If I can add my daughter to my my.
[AGENT][NEUTRAL] OK, so that is another question to Ms. [PII] that um the UTBA or Universal Trucking Benefits Association would assist you with, uh huh. Anything related to enrollment changes, cancellations, premium, those types of questions would all be handled by them.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'll be glad to connect you, OK? And, and you said you have set up your profile in the online service center.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, yep.
[AGENT][NEUTRAL] OK, good. OK. Well, is there anything else I could help you with before I transfer you over to UTBA?
[CUSTOMER][POSITIVE] Uh, no, that'll be all, thank you.
[AGENT][POSITIVE] You are certainly very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hey, is this [PII]?
[CUSTOMER][NEGATIVE] Uh, no, this is scary.
[AGENT][NEUTRAL] Hi, [PII], it's [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Yes. Good, thank you.
[AGENT][NEUTRAL] Good. I have an insured on the line who's needing to update her address and she also has a question regarding adding a dependent.
[CUSTOMER][NEUTRAL] OK, you can put her through.
[AGENT][NEUTRAL] OK. Her name is [PII] and she's, she's listed under Universal Trucking CC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, [PII]. Thank you. Have a great afternoon and a great weekend.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello?