AccountId: 011433970860
ContactId: 4b9e28d2-c693-42b2-867e-542e4c306bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587539 ms
Total Talk Time (AGENT): 261864 ms
Total Talk Time (CUSTOMER): 219398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4b9e28d2-c693-42b2-867e-542e4c306bbf_20250205T18:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is uh [PII].
[CUSTOMER][NEUTRAL] And I need to see do you all have anything to make my prescriptions be cheaper?
[CUSTOMER][NEUTRAL] You know, when I, I, I take medication.
[CUSTOMER][NEUTRAL] And that's the reason that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], um, I can, um, do you have a policy with us now?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, first, can I get your callback number, sir, just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your um policy number?
[CUSTOMER][NEUTRAL] Uh, just a minute, let me see.
[CUSTOMER][NEUTRAL] You want that's on that identity card, isn't it?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That lady say that card don't mean nothing. It ain't showing nothing about no prescription.
[CUSTOMER][NEGATIVE] I ain't never pay that kind of money I no prescription.
[CUSTOMER][NEUTRAL] No, I put it back in here. So I thing I did that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] The man, ma'am. I know I should have been ready.
[AGENT][POSITIVE] That's OK. I don't mind at all.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A big dog.
[CUSTOMER][NEUTRAL] Oh, what you got?
[CUSTOMER][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] That's my wife to give it to me. You can look it up.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can look it up with your, yeah, with your social security number.
[CUSTOMER][NEUTRAL] OK, that'll work [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you hear the first part?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you in that way real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, telephone number [PII].
[CUSTOMER][NEUTRAL] Gmail address is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me, [PII]. Let me take a look at it here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I am looking at your hospital indemnity plan and um
[AGENT][NEUTRAL] Let's see what it says as far as prescriptions go.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes sir, I'm looking at your policy. I'm reading, I'm reading your policy real quick sir.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh what?
[CUSTOMER][NEUTRAL] I know I heard you say as far as prescription goes like you said and say what?
[AGENT][NEUTRAL] No, I didn't do that, do you? Sorry.
[AGENT][NEUTRAL] Oh, so if you're needing a policy that has better prescription coverage.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I would get with your employer uh because everything that you pay for with us is payroll deducted um through your paycheck with universal logging US one logistics.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So see if you can talk to somebody.
[CUSTOMER][NEGATIVE] You're breaking up right now, man.
[AGENT][POSITIVE] Oh goodness, I'm sorry.
[CUSTOMER][NEUTRAL] So like you
[CUSTOMER][NEUTRAL] I hear every other word or something.
[AGENT][NEUTRAL] Oh, I'm sorry. OK, so in order for you to get a different prescription plan or a different plan to have better prescription coverage, you'll have to get with your employer Universal Trucking US One Logistics.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And talk to somebody there and see if there's a different plan option for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I sure will gonna get on that right now because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I got to live. I can't live without these pills. That's why they put us, put us on.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir. I understand. I understand, and they can be expensive, that's for sure.
[CUSTOMER][POSITIVE] Oh, that's right.
[CUSTOMER][POSITIVE] And they was 99 to $10 on every other job I had, you know, not that I had a lot of them, but they was reasonable pay. Now they were talking about 400 and something but I said man.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] The they, they was uh cheap. What wasn't really out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, OK, let me, uh, see can I get in touch with somebody cause I got to know something.
[AGENT][POSITIVE] Yes, sir, I understand. You're welcome and you have a blessed day, [PII]. Be careful driving on the road. Thanks for calling APL.
[CUSTOMER][POSITIVE] Alright thank you man.
[CUSTOMER][NEUTRAL] Can I, I sure will. Thank you. Hey man, let me ask you, uh, excuse me, let me ask you one more question.
[AGENT][NEUTRAL] All right. Bye-bye, sir.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello? Yeah. What about the dental, what about the dental and the uh eyeglass? Are they OK?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, um, let's see.
[AGENT][NEUTRAL] Now, we don't have your vision insurance, but we do have your dental insurance and everything looks like it's fine on it.
[CUSTOMER][NEUTRAL] I mean, what they cover? They, what they cover partials and all that good stuff.
[AGENT][NEUTRAL] On your dental insurance?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] He's cleaning. That's what I'm asking.
[AGENT][NEUTRAL] Yes, cleanings are covered on your, your policy. Let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And look at it.
[AGENT][NEUTRAL] Because I have to look at it and read it.
[AGENT][NEUTRAL] To tell you what exactly is on it.
[AGENT][NEUTRAL] It's gonna be just a second while it pulls in for me. And this is just to verify your coverage. It's not a guarantee of payment. Um, you have preventative expenses. Um, for cleaning, you get a cleaning once every 6 months.
[CUSTOMER][POSITIVE] Great, take your time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you get full mouth X-rays once every 5 years. It covers crowns and bridges once every 7 years per tooth.
[AGENT][NEUTRAL] It also has partials and dentures, uh.
[AGENT][NEUTRAL] Your X-rays.
[AGENT][NEUTRAL] Your preventative expenses are covered 100% of UCR. Your radiographs like X-ray expenses are 80%, your basic expenses are covered 80%.
[AGENT][NEUTRAL] To restore a tooth is covered 80%.
[AGENT][NEUTRAL] Any of your major expenses are covered 40% and you've got a waiting period of 12 months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you've had your
[CUSTOMER][NEUTRAL] OK, what
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about uh uh like if I wanted uh upper partial, that is that covered or that's 80% or 100%?
[AGENT][NEUTRAL] So that's gonna be major and that's covered at 40% and your partials and dentures, uh, you can get those once every 5 years.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, they 40% though, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, thank you, ma'am. And who I talk to about my eyeglasses? I have to find that, locate them.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, just, um, your whoever is in your human resources department at your employer, I can um transfer you on over to UTBA if you would like for me to do that if you wanna speak to somebody there, OK, let me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, they, they would they be able to help me?
[AGENT][NEUTRAL] They should be able to help you at least get you in the right direction of who you need to talk to.
[CUSTOMER][POSITIVE] OK, cool. Thank you.
[AGENT][NEUTRAL] You're welcome. Let me, uh.
[CUSTOMER][NEGATIVE] I don't care what they say about you.
[CUSTOMER][NEUTRAL] I'll be a player.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, well, thank you, [PII]. I appreciate you. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Tefo thank you.
[AGENT][POSITIVE] All right, thank you, sir.
[CUSTOMER][NEUTRAL] Mhm.