AccountId: 011433970860
ContactId: 3b49ed03-e79c-4c46-97fd-ec0643f9e2bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448859 ms
Total Talk Time (AGENT): 234797 ms
Total Talk Time (CUSTOMER): 132329 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3b49ed03-e79c-4c46-97fd-ec0643f9e2bb_20250620T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is.
[CUSTOMER][NEUTRAL] Yes, I was calling about um my insurance. I was trying to find out which one is which. I have two cards, one says group.
[CUSTOMER][NEUTRAL] Hospital in indemnity and the other one says
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group voluntary dental.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I don't have one for vision.
[AGENT][NEUTRAL] Oh OK. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Do you want my husband's name because the insurance is through him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And let me have that policy number.
[CUSTOMER][NEUTRAL] 024754447
[AGENT][POSITIVE] Thank you. One moment, let's see.
[AGENT][NEUTRAL] OK Ms. [PII], for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the mailing address on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, let me see who you got this through. One moment.
[AGENT][NEUTRAL] Universal trucking, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um, for the vision, um, it looks like you have this through universal trucking. Universal trucking works with Spectera and all you need to do is go to any um vision place and give out your information or your husband's information for them to pull the policy.
[CUSTOMER][NEUTRAL] OK, let me write that down because uh
[CUSTOMER][NEUTRAL] Hey we're not.
[CUSTOMER][NEUTRAL] They were having issues with it. So, uh, universal trucking is who has it.
[AGENT][NEUTRAL] No, Universal Trucking is the one that got this product for you, for your husband. So basically they're the ones that offer this product and they're the ones that put everything together for this group. Um, so,
[CUSTOMER][NEUTRAL] OK. So what's the name of the
[AGENT][NEUTRAL] The vision, they work with Expectera.
[CUSTOMER][NEUTRAL] Expect era.
[AGENT][NEUTRAL] Let me see how you spell that one moment.
[CUSTOMER][NEUTRAL] That's, that's the insurance.
[AGENT][NEUTRAL] It's S as [PII].
[CUSTOMER][NEUTRAL] OK, expect [PII], OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so either you can call Expectera and get the information about your policy or you can go to any vision place and just give out your personal information. They should be able to pull you up like that.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] OK, do you have an [PII] number for them?
[AGENT][NEUTRAL] Um, let me see if I can find one.
[AGENT][NEUTRAL] Um, OK, looks like it's [PII].
[CUSTOMER][NEUTRAL] OK, now as far as my health insurance and my dental, um, these all I have to do is show these two cards.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Oh, because I, I would, I'm with I'm trying to get an appointment with a specialist and they said this group hospital indemnity was a in a life insurance plan, so this is health insurance.
[AGENT][NEUTRAL] That is health insurance. It is a limited policy, but it is health insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how do I find out about any of my co-pays and stuff like that?
[AGENT][NEUTRAL] OK, so this one doesn't have any co-pays. It, it pays a flat amount based on the service rendered. So let me go ahead and give you a little bit of your benefits so um you have uh some information on it. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, so for this one, let me see.
[AGENT][NEUTRAL] There we go. OK, you have a lot of benefits, but if you go into like an office visit and you're trying to just see a regular doctor, um, so we cover $75 per visit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Maximum of 6 visits per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if it's a specialist, how does that work?
[AGENT][NEUTRAL] It's the same benefit.
[CUSTOMER][NEUTRAL] OK, OK, and it, how does the dental work?
[AGENT][NEUTRAL] The dental, OK, let me go to dental. One moment.
[AGENT][NEUTRAL] OK. And again, um, this is not a guarantee of payment. And this one has a calendar year maximum of $1500 per cover insured and a $50 deductible. Um, you do have a 12 month waiting period for any major service which it looks like you're already out of the waiting period because the policy effective date is [PII].
[AGENT][NEUTRAL] So it was 12 months on [PII]. Um, so we pay um preventative, which is your regular checkup, regular cleanings, and bite wings. Those are preventatives. Those are cover 100%.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Then when you have the radiograph FMX which is when they put you in the machine and do the full X-ray, that one is covered at 80%. And then you have a simple extraction fillings, those are covered at 80% and simple extraction is just to pull the teeth, no surgery. And then you have the um major service which is your surgeries, your crowns, your bridges, anything like that will be 40%.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] Thank you for that, and I will get in contact with the vision and let them know uh with that, but I really appreciate it. Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was all.
[AGENT][POSITIVE] All right, well thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, Mrs. No problem.
[CUSTOMER][NEUTRAL] Retrenchments.