AccountId: 011433970860
ContactId: 444557ad-3d6a-4bb4-baf5-84c60ab9d3ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529669 ms
Total Talk Time (AGENT): 303597 ms
Total Talk Time (CUSTOMER): 125714 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/444557ad-3d6a-4bb4-baf5-84c60ab9d3ad_20250507T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, I was calling to find out who do I speak to to see which weight loss medication uh my insurance may pay for.
[AGENT][NEUTRAL] OK, so you have a prescription, I mean, you have a question regarding prescription medication?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can try and direct you as to who you would need to speak to, uh, but first of all, I'll have to pull up your policy information and verify some things with you for security. So who am I speaking with please?
[CUSTOMER][POSITIVE] Oh, divine.
[AGENT][NEUTRAL] [PII] is your last name, is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] Hold on, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 026087
[CUSTOMER][NEUTRAL] 09.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get your information all pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I'll need to verify some things with you for security. So if you could verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the phone number that we have on file for you is the same as the one that no actually I'm sorry it's not. There's a different phone number on file for you. What is another number we could have?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. This one ends in a [PII].
[CUSTOMER][NEUTRAL] Hold on, it must be my second my other work phone. I pull that one up.
[CUSTOMER][NEUTRAL] I changed that number, yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. So is that the phone number that needs to be on file for you or do we need to update that?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Does that phone number need to be the one on file for you or do does it need to be updated?
[CUSTOMER][NEUTRAL] No, there's both of them on my phone number, so I, I use this one for work, the [PII], so keep that one.
[AGENT][NEUTRAL] OK, OK, and then you're [PII], is that your another cell phone number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, and then the last piece of information to verify completely will be your email address.
[CUSTOMER][NEUTRAL] I'm sorry, OK, [PII].
[AGENT][POSITIVE] OK, thank you. So one moment please.
[AGENT][NEUTRAL] OK, so thank you for verifying all of your information, Miss. [PII]. Now the policy number that you gave me is a dental policy that you have with us. That's not a medical policy. Uh, let me see if you have medical coverage. You do it's under a different policy number which you should also have a separate ID card for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and let's say that policy is.
[CUSTOMER][NEUTRAL] OK, cause that's the only thing that can do.
[AGENT][NEUTRAL] OK, so they may come separately, but I, I'll be happy to give you the policy number that goes along with that policy for your hospital indemnity limited benefit plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number is 260.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8770.
[CUSTOMER][NEUTRAL] 2601
[AGENT][NEUTRAL] Now I'm also gonna email you a user guide, Ms. [PII] that has the instructions for setting up your profile in our portal here at APL. That portal will give you access to your ID cards and to the policy information on the policies that you have with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you'll give me a when we get off of our call, I'll send you that, but give me just a moment to get your benefits pulled up. And you said that the, you had a question on weight loss medication, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so on the policy that you have with APL there are not any prescription benefits.
[AGENT][NEUTRAL] On this plan, this is strictly for like hospital confinement or if you had to go to the emergency room urgent care office visits, but it does not cover.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so it doesn't cover any prescriptions?
[AGENT][NEUTRAL] Prescriptions.
[CUSTOMER][NEUTRAL] OK, and it just cover emergency, any, any hospital.
[AGENT][NEGATIVE] No, ma'am. It does not have prescription benefits on it.
[CUSTOMER][NEUTRAL] OK. Any hospital care, emergency?
[AGENT][NEUTRAL] Yes, ma'am. If you were to be admitted to the hospital, right, or if you had to have, you know, a surgery, whether that's inpatient or outpatient, you do have benefits on your policy for that. Again, when you set up your profile in the online service center, there's a copy of each of your policy certificates with your benefit information in there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To let you so you can see exactly what is and isn't covered, but again, there are not any prescription benefits on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and do, is there any uh policy that I can, I guess a writer that I can uh uh add that will cover prescription?
[AGENT][NEUTRAL] Now any for your plan again any information that I provided is a verification of benefits and not a guarantee of payment but I can see that you're enrolled through your employment with Western Flyer, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the universal Trucking Benefits association is who you actually enrolled through and they provided us your information for the plans that you have with us, so you would have to speak to one of their agents to see if that is something that's available to you to be added.
[AGENT][NEUTRAL] Or any other options on your coverage. Now if you don't have their number I'll be happy to give you that. I can also transfer you to them Miss [PII]. OK, so their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, uh, no, I'll give them a call a little bit later on, uh, gonna head out to another appointment, but I definitely appreciate all the information you gave.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, you're certainly very welcome and that email that I'm gonna send to you in just a moment it's gonna come from [PII] at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And I will put APL in the subject line so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, thank you so much. I appreciate that.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome and thank you again for calling APL. I hope you have a nice evening, Ms. [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too. Thank you so much. bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] I