AccountId: 011433970860
ContactId: 410f96a0-1fd9-4f92-a34f-4c7c0460abc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708590 ms
Total Talk Time (AGENT): 224213 ms
Total Talk Time (CUSTOMER): 397984 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/410f96a0-1fd9-4f92-a34f-4c7c0460abc3_20250225T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing? My name's [PII]. I just want to make sure I got the right card because I'm calling to.
[CUSTOMER][NEUTRAL] Insurance companies and cars I have my wallet. I wanna make sure that you guys are tied to the right right ones. Um, I think it is because it's dental, um, you need my, you know, coverage number, ID number, group number or anything like that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Can I get your policy number that's on the card?
[CUSTOMER][NEGATIVE] Yeah, I wish they made different card because this one falling apart. Uh, it's it's the same card, yeah, same number, just a little better number. It's 02344629.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], um, I'm gonna need for you to verify your policy. Can you please give me your date of birth, sir?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] Thank you sir and then what's your address, phone number and email address on the policy?
[CUSTOMER][NEUTRAL] The address is [PII]. The zip code is [PII]. Uh, email is [PII].
[AGENT][NEUTRAL] OK, thank you. And then um.
[AGENT][NEUTRAL] What is the, um, phone number, sir?
[CUSTOMER][NEUTRAL] Uh, my phone number is area code [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information. I have a different address for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. That's the one I have for you. Is that still a good address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, no, we moved right we live, we just moved around a corner from that old address. That's an old address. I could one I I could I could wanna I talked to the last person you get a new address. Yeah, the new address is at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me update that address real quick while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause I thought you guys had a new one already. I'm sorry.
[AGENT][NEUTRAL] No, that's OK. Don't, don't apologize. You don't know until you call, right?
[CUSTOMER][NEUTRAL] No, they, they send stuff to my house, so they got the right address and they sent up to my house. So I, I, I know they, yeah, so I'm thinking why you don't have it. They got they sent stuff to my house.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] The war, the ward.
[AGENT][POSITIVE] [PII] [PII], OK, oh, I'm glad you told me that.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah, cause there's [PII] said no I [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Who's [PII]?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then I got a different email address to you.
[CUSTOMER][NEUTRAL] I know [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, yeah, yeah, that's my wife, yeah, that's her email, but that's fine, you can leave it there.
[AGENT][NEUTRAL] OK. So
[AGENT][NEUTRAL] We can leave that the same? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I know you guys had her email but that's fine.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] And what is the zip code for um your new address?
[CUSTOMER][NEUTRAL] It's the same, the same zip code. We just moved right around the corner, so it, it's the same zip code. Everything's the same except for the address in the street.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] zip code area regardless the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a series it's not called [PII] called [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is it [PII]
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's [PII]. No, no [PII]. That used to be the old street.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the city name?
[CUSTOMER][NEUTRAL] A screen here. Oh yes, yes, yeah, yeah, I'm sorry.
[CUSTOMER][NEUTRAL] That's still the same, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I think I may have it. I'm gonna check and make sure it's stuck.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got you fixed now. OK, so you're calling about this policy today. How can I help you with your policy?
[CUSTOMER][NEUTRAL] OK. Early I just went to the dentist and I, and I, and I had you guys for about a minute and I actually, I actually thought that the insurance I was paying for was for the dentist and apparently it was, it was only just for my doctor, so the whole entire time.
[CUSTOMER][NEUTRAL] I'm paying to this other insurance. I thought it was for my dentist, so I said, Well, let me wait for a couple while, like 1 year, 1.5, 2 years, and before I go to the dentist, so like one of my teeth hurting real bad, so to a point I said, I can't take it along. I give me go ahead and go to the dentist. And so when I went in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm, uh, I'm, I'm, I'm quite sure because I talked to the guy and I thought he was tied to that insurance apparently he might have tied this one. I forgot his name, um, and I told him I said, Well, I paid insurance before, but I don't wanna, and I'm paying, I pay so much for insurance, and they only pay like like 25 to 50 bucks and I said that's crazy. I paid that much insurance and I don't get that much coverage. And he said, no, no, no, you got, you got pretty much full coverage and, and especially for the dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, OK, cool. And then I said, alright, and I said, well, you know, what would be the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he said you probably pay a, a co-pay, probably a little bit more, but you probably pay a little bit, you know, out your pocket was co-pay like $50 something dollars, no problem. So I finally went to the dentist because they got the point. I couldn't pay to pay no more, uh, so they pulled they went. I thought it was falling to the kind was too too that's bad. And so they said, oh yeah, we're gonna have to pull them because it, it's too bad. I said, OK, it's no problem.
[CUSTOMER][NEUTRAL] Uh, when she came to a bill was like $700 something dollars and she said, are you good with that? Yeah, I'm fine with that cause I'm thinking myself, I'm thinking, for full coverage, uh, full coverage when you come to dental, I'm thinking all I had to do is pay the copay, maybe, maybe $10 more, but, but for copay. But now I want up paying $500 something dollars and the insurance here one up paying $200 something dollars. So wait a minute, it should, if anything, I'm thinking it should be the opposite.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know that's why I pay so much for the insurance, so it might, it might not because she first time she called me she said, yeah, you on this, you are on this tier you're on tier one or something like that tier two and then the next following year they put you on a different tier to cover more and I said, well, uh, no, because I what the guy told me, so that's really why I got the insurance. So I'm thinking, uh, uh.
[CUSTOMER][NEUTRAL] You know, am I wrong or he would just told me something and I believe him.
[AGENT][NEUTRAL] OK, so with us, with our, the dental insurance you have with us is through UTBA and you are on the enhanced plan, which is the best plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, if you want I can send you an email that has your complete dental breakdown for you and how much is paid if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, to email?
[AGENT][NEUTRAL] Yes, through an email. Would you like that?
[CUSTOMER][NEUTRAL] Or, or.
[CUSTOMER][NEUTRAL] Yeah, that's fine, try it out.
[AGENT][NEUTRAL] Unless you have a fax number and then I can fax it to you.
[CUSTOMER][NEUTRAL] I know, close up the house to higherfa but no my road.
[AGENT][NEUTRAL] OK. All right, so, um, I can send this to the um email address, the [PII].
[CUSTOMER][NEUTRAL] Yeah man, go ahead and send it there.
[AGENT][NEUTRAL] OK, I can send it there for you and that way you can see exactly what your plan covers and how much.
[CUSTOMER][NEUTRAL] Yeah, because, because.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] Yeah, um, OK, go.
[CUSTOMER][NEUTRAL] Um, I, they say they might have to do make some impression, give me some partials.
[CUSTOMER][NEUTRAL] Now I don't know how much parts are or how much I got covered because at least uh I if if I had an idea, at least I know how much out of pocket I gotta come up with because that's the only reason why uh and you and you said the, the um the policy I am on is the best policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, the best policy through UTBA.
[CUSTOMER][NEUTRAL] OK, yeah, now I, I, you create it, it, are you guys related to the company I work for Baylor, or at this.
[CUSTOMER][NEUTRAL] It's something I got on my own, you know what I'm saying? I don't know which one I got on my own.
[AGENT][NEUTRAL] You have it on your own through Universal Trucking Baylor Trucking.
[CUSTOMER][NEUTRAL] OK, so you guys are tied with the Baylor, OK, because I know I, I know I got insurance from Baylor, so I didn't know what you guys.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] To bill her with the other insurance that I have in my car and my wallet to try to bail her.
[CUSTOMER][POSITIVE] OK, so you guys are kind of beer and and this is the best.
[CUSTOMER][NEUTRAL] Insurance when it comes to dental for us.
[AGENT][NEUTRAL] That that they have with our company, yes. Now I don't know if they have another company they use also, but with ours, uh, this is the best policy that you can get with ours through universal Trucking.
[CUSTOMER][NEUTRAL] I, I don't know they didn't give me no new car or, or tell me get, get go to different insurance, uh, OK, and, and you got, OK, OK, I'll just that. Do you guys got other policy insurance, insurance that we can get to you guys, or it's gotta go through the company?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It has to go through universal trucking.
[CUSTOMER][NEUTRAL] Oh, universe. Oh, that's where the universe is.
[CUSTOMER][NEUTRAL] The universe of trucking is in.
[CUSTOMER][NEUTRAL] Alright, now I know, so APL is OK. You guys do. I, I see you guys' card and I use you guys' card where I go and I, and I, I, I didn't, I said what did they do? Now I know you guys do the company, OK.
[AGENT][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] Universal truck, that's called Universal Trucking, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, you guys are sign with.
[AGENT][NEUTRAL] You would have to or if you or if you want me to I can transfer you over to them and you can ask them if they have any other dental policies.
[CUSTOMER][NEUTRAL] OK, we can try that.
[AGENT][POSITIVE] OK. All right. I will take care of that for you. In the meantime, I am.
[AGENT][NEUTRAL] Going to push sand on this.
[AGENT][NEUTRAL] Uh, benefit breakdown for you that I just emailed to you.
[CUSTOMER][NEUTRAL] Yeah, yeah, I heard it. It went off, so I don't like, I, uh, ding, but I mean I guess you send it already.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Oh, [PII] let you know, right?
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Yeah, well, that's great.
[AGENT][NEUTRAL] It's gonna be a brief hold while I um
[AGENT][NEUTRAL] Transfer you on over to UTBA so that you could talk to them about the benefits they may have for you, OK?
[CUSTOMER][POSITIVE] Alright, thank you so much, ma'am.
[AGENT][POSITIVE] You're very welcome, [PII]. You be careful out there on that road, and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Uh, every day, ma'am, you got it. Thank you for answering my questions.
[AGENT][POSITIVE] Yes, sir. You're very welcome. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] bye bye.