AccountId: 011433970860
ContactId: 412f8e7f-b859-4242-832c-b74b57cd9a65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370679 ms
Total Talk Time (AGENT): 154210 ms
Total Talk Time (CUSTOMER): 153913 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/412f8e7f-b859-4242-832c-b74b57cd9a65_20250425T20:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I wanna ask a question about my insurance.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] A call back number is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Do I have a policy number?
[AGENT][NEUTRAL] Yes, do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, I get it.
[CUSTOMER][NEUTRAL] The the part is.
[CUSTOMER][NEUTRAL] 02538548.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and Mr. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] what else. Oh, [PII] [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] In the email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I mean, bye bye.
[CUSTOMER][NEUTRAL] About my medical card. And yesterday, my wife went to the
[CUSTOMER][NEUTRAL] So what, what do you call it? That's a pharmacist trying to get some medicine.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And they told her she be.
[CUSTOMER][NEUTRAL] Could you hear me? Hello? Yeah, they told us, they told us.
[AGENT][NEUTRAL] Yeah, I can hear you. Go ahead. Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, they told her she needed a
[CUSTOMER][NEUTRAL] Uh, a RX card or something, a pharmacy card.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the, for the issue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But we don't have no car like that.
[AGENT][NEUTRAL] Yeah, um, yeah, I don't think we offer the, the.
[AGENT][NEUTRAL] That part of the benefit. Let me go ahead and pull your information. OK, one moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, this one doesn't have any pharmacy benefits.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You don't have no pharmacy benefits.
[CUSTOMER][NEUTRAL] I lost salad
[AGENT][NEUTRAL] No, this one doesn't have any pharmacy benefits, they don't have any pharmacy policies.
[CUSTOMER][NEGATIVE] So, if I go when I go pick up back at the pharmacy, I got to pay full price for it.
[AGENT][NEUTRAL] Um, I believe so unless you got any other pharmacy policies through Universal Trucking, but based on the information I have for you, um, and your family, the, the only thing we have for you is the hospital indemnity policy, but this one doesn't include pharmacy. Um, let me see if it has that benefit where we pay an indemnity amount. Bear with me just a minute, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] up.
[CUSTOMER][NEUTRAL] Right, are you on?
[AGENT][NEUTRAL] It's gonna be one more minute, OK? I'm just pulling your documents.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you have an outpatient prescription drug benefit which that one is paid directly to you. We do not pay the pharmacies. We don't have a pharmacy benefit. So this is a prescription drug benefit that is paid directly to you and it looks like that we cover and this is not a guarantee of payment, just a verification of your coverage. We pay $25 per day, maximum of 12 days per year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh I, I, I, I don't.
[AGENT][NEUTRAL] And again, this is just an indemnity benefit paid to you.
[CUSTOMER][NEGATIVE] I didn't get that. I, I don't understand what you, what you mean.
[AGENT][NEUTRAL] OK, you have a, this is a rider which is an additional benefit that you chose in this policy, which is called the outpatient prescription drug benefit. This benefit is paid directly to you. We do not send payments to pharmacies. Um, we pay $25 per day, maximum of 12 days per year.
[AGENT][NEUTRAL] So every time you go and pick up um any prescriptions, you send us the receipt and we'll go ahead and send you that $25.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, no, I'm gonna, I'm gonna have to find some better insurance. Let me call UTABA whatever that. I'm gonna call them.
[AGENT][NEUTRAL] OK. OK. Do you need me to transfer you or do you need any other information?
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][POSITIVE] Oh, I got, I got it now.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, thank you for calling APL. You have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, alright, thanks.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][POSITIVE] Alright, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah