AccountId: 011433970860
ContactId: 39fc65de-29fd-4250-b152-89d27ea217cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552940 ms
Total Talk Time (AGENT): 267359 ms
Total Talk Time (CUSTOMER): 215979 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/39fc65de-29fd-4250-b152-89d27ea217cb_20250115T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing?
[AGENT][POSITIVE] I'm good, and you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I had, I had a question. I needed to know who do I speak with concerning my, I have the limited benefit health indemnity plan and I have my certificate of insurance also.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] When I called last week about my benefits, they told me that I had the
[CUSTOMER][NEUTRAL] They told me that I had the plan 3 low.
[CUSTOMER][NEUTRAL] But um when I got my insurance, I selected the plan 3 high and that's what it says on my certificate of insurance.
[CUSTOMER][NEUTRAL] So I'm just trying to call to verify it and see if that's the correct information.
[AGENT][NEUTRAL] OK, so you're wanting to verify exactly what policy you have issued with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Which plan option, yes, ma'am, I can help.
[CUSTOMER][NEGATIVE] Because the paperwork I, yeah, the paperwork I received from y'all, the, the certificate of insurance said that I selected the plan 3 high. But when I called last week to verify when I was in the hospital, they told me I had to plan 3 low.
[AGENT][NEUTRAL] Uh, I'm sorry, go ahead.
[AGENT][NEUTRAL] OK. So yes, ma'am, I can look at this for you and, and.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] We can, um
[AGENT][NEUTRAL] I can verify what you have according to our records. But first I'll need to get some information from you, pull up your policy information, um, and verify several things with you for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And thank you, and your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 2171067
[AGENT][NEUTRAL] 2171067. Is that correct?
[CUSTOMER][NEUTRAL] Yes, 217-1067.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII]. So first off, um, let's verify your information for security. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one you gave me, so again, that's your best contact number, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Thank you I like your email.
[CUSTOMER][POSITIVE] Thank, thank you. I'm a truck driver.
[AGENT][POSITIVE] Uh, I like that. That's cute. Um, so on your policy, Ms. [PII], that you have actually any of your benefit verification.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is done by another company other than APL, um, web TPA is actually who you will need to speak to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And they will be able to assist you with which plan you have versus which plan, you know.
[AGENT][NEUTRAL] That they will have to be the ones to answer now, I can, I can connect you with one of their representatives.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] I want to make sure you have their phone number so that if for any reason we get disconnected, you could call them directly and then if there's any question as to exactly which plan you enrolled for through the Universal Trucking Benefits association, um, I'm gonna give you their phone number as well because that's who you would need to talk to if for some reason, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, um.
[AGENT][NEUTRAL] You're not enrolled for what you thought you would need to be because that's who provides us with any enrollment information.
[CUSTOMER][NEUTRAL] OK, so would I, would I still fax over the claim form to you all?
[AGENT][NEUTRAL] Not to APL, no, ma'am. Your claims, all of, all of that is um sent to web TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me know when you're ready and I can give you their phone number, and again, I'll make sure to give you Web TPA's phone number also.
[AGENT][NEUTRAL] I mean, you, you too too many T's and P's and B's and A's. OK. So, Webb.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is who you would talk to regarding any benefits, questions, or claims, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then as far as enrollment questions.
[AGENT][NEUTRAL] Or anything related to changes on your policy or canceling, any, anything like that is handled by
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] UTBA, that's where the agents are located that you enrolled with.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will be happy to connect you over to UTBA if you would like I mean to, well either one web TPA first.
[AGENT][NEUTRAL] To verify for any benefits. OK. All right. Well, is there anything else, Ms. [PII], I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, I'll go to web TPA first.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[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 [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[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 [PII] now or simply stay on the line and someone will assist 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. My name is [PII]. May I have the member ID number please?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm doing pretty well thank you.
[AGENT][NEUTRAL] Good. Well, the member's policy number is 217.
[AGENT][NEUTRAL] 1067 for [PII].
[CUSTOMER][NEUTRAL] Uh, that might be, that's 217-1067.
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK, might be a little bit short, but let me check.
[AGENT][NEUTRAL] 2171067.
[CUSTOMER][NEUTRAL] And can you verify her last name and date of birth, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth is [PII].
[CUSTOMER][POSITIVE] OK awesome [PII], yes I was able to pull her up. Do you have a member on the other line?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do. Mhm.
[CUSTOMER][POSITIVE] OK, you can transfer over thank you [PII].
[AGENT][POSITIVE] OK. You are welcome, [PII], and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Oh, you too.
[AGENT][POSITIVE] Uh, thank you so much. OK, so one moment please, and I'll get you two connected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.