AccountId: 011433970860
ContactId: 5b21588c-b133-48bf-bece-a6026d27b797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 803500 ms
Total Talk Time (AGENT): 348881 ms
Total Talk Time (CUSTOMER): 323708 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5b21588c-b133-48bf-bece-a6026d27b797_20250418T12:46_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You just asking for benefits, right?
[CUSTOMER][NEUTRAL] Hey, how you doing man? uh.
[CUSTOMER][NEUTRAL] I have uh
[CUSTOMER][NEUTRAL] The GPA.
[CUSTOMER][NEGATIVE] On, on the line and I just talked to you guys and I just got a medical card, my medical card sent over, but they're telling me it's not active.
[CUSTOMER][NEUTRAL] And I was trying to see why it's not acting.
[AGENT][NEUTRAL] Alright, we can check um if your policy is effective or not. Uh what is the policy number?
[CUSTOMER][NEUTRAL] Uh, for, for what the on the insurance card is what you're asking? I have 00.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 252-1352
[AGENT][NEUTRAL] 52
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me just a second to pull it up.
[AGENT][NEUTRAL] And what is the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and for verification.
[CUSTOMER][NEUTRAL] how you pronounce it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. And just for verification steps, can you tell me the date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], I do see here your policy and it is um active already, but it won't be um.
[AGENT][NEUTRAL] I do see here that it's active and it's currently paid to date.
[CUSTOMER][NEUTRAL] And what's going on?
[CUSTOMER][NEUTRAL] We don't because we haven't terminated.
[AGENT][NEUTRAL] Um, I do see that.
[CUSTOMER][NEUTRAL] The company that I'm with, they did switch over to PNS and I had got a phone call about almost a month ago about telling me uh that they were changing over and ask me did I want to continue to go with them. I told them, yes. They told me they would have to double the payments for the month of April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And everything will go back to normal in May. So I was like that was, that was cool, so they've been taking $200 and something dollars out of my check each week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Since the beginning of A.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that's what I was trying to see, and I was calling uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just calling to see because I have a two doc well I have a therapy session coming up and I have a doctor's appointment coming up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see here that these policies are active still under us. Um, probably ask if they are gonna switch the providers, what they are gonna do is, um, the termination probably at the end of April and that's when um the other um policy is gonna become active the [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I would assume
[CUSTOMER][NEUTRAL] So right now I don't what you're saying I don't have insurance or I do.
[AGENT][NEUTRAL] You have insurance. It is covered, um, the pay to date right now is [PII], which made the last date of coverage [PII] or [PII], um, that will be the last day of coverage if um.
[AGENT][NEUTRAL] The group is switching providers, I would, um.
[AGENT][NEUTRAL] I would assume that is the, the term date.
[CUSTOMER][NEUTRAL] OK, so, but this one has not been active since December.
[CUSTOMER][NEUTRAL] So is there a different plan that he has?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This policy, this policy has been active since [PII].
[CUSTOMER][NEUTRAL] That's a long time.
[CUSTOMER][NEUTRAL] OK, so this ID that I gave you is supposed to be active?
[AGENT][NEUTRAL] And, and the
[AGENT][NEUTRAL] Uh, yes, they are active. Um, and it's not only one policy we have.
[AGENT][NEUTRAL] Dental and um this is a medical one. Let's see which type of medical.
[CUSTOMER][NEUTRAL] Yes, it's the the P3 high plan.
[AGENT][NEUTRAL] Mhm. Yes, that is, that is what we have here.
[CUSTOMER][NEUTRAL] OK, so whoever.
[CUSTOMER][NEGATIVE] I don't know, they just did not.
[CUSTOMER][NEUTRAL] Completely, I don't know because looks like there was a modification done on 4425.
[CUSTOMER][NEUTRAL] Yeah, that had to be for uh.
[CUSTOMER][NEUTRAL] What they called me about.
[CUSTOMER][NEUTRAL] Uh, about the insurance she was telling me.
[CUSTOMER][NEUTRAL] Uh, that they was trying to see if I want to continue the coverage with them due to the company changing over and whatever and she was just saying, like I said, they gonna have to take an extra $100 or so out your check every week. And I was telling her that that was cool cause I wanted to keep my insurance and she was like it'll go back to the regular $100 and some dollars. I think I paid like $110 a week or something like that, but they ended up having to double it for the whole, she said for the whole month month of April.
[CUSTOMER][NEUTRAL] So everything got caught back up or something like that.
[CUSTOMER][NEUTRAL] By the company switching over.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] There's someone in your office that can update his eligibility for now?
[CUSTOMER][NEUTRAL] Because the claims won't pay if we get claims on you.
[AGENT][NEUTRAL] Um, I will, um, ask, is this, um,
[AGENT][NEGATIVE] Policy is supposed to be terminated. Uh, I'm not sorry, I'm not understanding. If it was supposed to be terminated and the group is switching providers, um, then.
[AGENT][NEUTRAL] Uh, I'm not sure if this, um, if these policies would, should have been already, um, not linked with the
[CUSTOMER][NEUTRAL] Um, cause, um.
[AGENT][NEUTRAL] Um, employer anymore they should be on self pay.
[AGENT][NEUTRAL] I would assume
[CUSTOMER][NEUTRAL] That they can come out every week.
[CUSTOMER][NEUTRAL] So it's with is with the employer employee.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Instead of the coming from the employer, it should come out of uh um bank information that you um already provided um for it to be ported.
[CUSTOMER][NEUTRAL] Oh you're telling me it's supposed to come out my, my, my thing.
[AGENT][NEUTRAL] Mhm, if it was ported like that, yeah, it should have been on self-pay, yes.
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEGATIVE] I'm saying, but, but, but I'm gonna lease purchase, so I'm basically I own operator, so it, it is still my money that, that's coming out. So I'm paying $200 and something dollars a week and I don't have insurance.
[AGENT][NEUTRAL] Well, the policy is active.
[CUSTOMER][NEUTRAL] Uh, they're saying have paid and we should.
[CUSTOMER][NEUTRAL] OK, well she said it's not active, and if I get a claim, they're not gonna pay it.
[AGENT][NEUTRAL] Um, I do see.
[CUSTOMER][NEGATIVE] Right, it won't pay because it's showing terminated.
[AGENT][NEUTRAL] I, I see here.
[AGENT][NEUTRAL] I, I see here um notes from the policy that it was um canceled for overdue payment, but we did receive the payment for the, for the policy, so that's when we um canceled that lapse date and reactivate it back again. So the policy is active.
[CUSTOMER][NEUTRAL] But she said that that was a what Mars that you, you speaking to her, right?
[AGENT][NEUTRAL] Mhm. That, that was March and it was reactivated and it's appeared.
[CUSTOMER][NEUTRAL] OK, she said, she said, OK, she said the policy is not showing active since December on her end [PII] right in our system.
[CUSTOMER][NEUTRAL] And I just uh went to a doctor's appointment I think and
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I think earlier I, I wanna say it was in January or February or something like that and like I said, I got another one coming up actually too.
[AGENT][NEUTRAL] All right. Uh, all right, Mr. [PII], um, and who is the other person on the line? Can I have your name, please?
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Miss [PII] and uh [PII], [PII] with customer service.
[CUSTOMER][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Can I get your name, [PII]?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Mhm. [PII], um, I will, um, take notes about the policy. Um, again, this is what it shows on our system, um, since it is with universal trucking, let's see really quick, um, what we most of the time get, um, we direct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The the the this type of calls with UTBA um I can provide that phone number, but um I can ask about why is it showing on other end, um, and it's showing laps in what end? Is this like
[CUSTOMER][NEUTRAL] GPs, yeah.
[AGENT][NEUTRAL] With a web CPA?
[CUSTOMER][NEUTRAL] This is the web GPA.
[AGENT][NEUTRAL] Uh web TPA.
[CUSTOMER][NEUTRAL] Uh-huh, a party.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, with the third party.
[AGENT][NEUTRAL] OK, showing labs already as 12, 1 of 24.
[AGENT][NEUTRAL] OK, that.
[CUSTOMER][NEUTRAL] 12:31. Mhm.
[AGENT][NEUTRAL] OK, 12:31 sorry, 12:31 of 2024. Um, I have the group, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have notated the information for the group. Um, I will check really quick with um another of my colleagues and see um what could be wrong with it. Um, what is a good callback number?
[CUSTOMER][NEUTRAL] For for her or for me?
[AGENT][NEUTRAL] That we can use
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Whichever you prefer.
[AGENT][NEUTRAL] For us to get back with whatever we found out and.
[CUSTOMER][POSITIVE] Oh yeah I can call her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Y'all can call because I think y'all need to talk and uh I I mean I can give her my number and she can call me but like I said I just wanna make sure everything is good. She's gonna call you uh it's nothing I can do right here I'm just customer service so it's gonna be be between you and her. Oh, OK, 20.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you very much. And is there any specific time that um would prefer us to give you a call back?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess uh if you can give me one by [PII] today my time or your time however I'm actually driving.
[CUSTOMER][NEUTRAL] On the road.
[AGENT][NEUTRAL] All right. All right.
[CUSTOMER][NEUTRAL] I should be like
[CUSTOMER][NEGATIVE] Please stop to like talk and give information from you.
[AGENT][NEUTRAL] Mhm right and if we um are unable to reach you we will always leave a voice mail um message so you can give us a call back, provide the phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I will get uh once we get off the call um I will get with someone in department too so that we can look at it and see if um there's a termination date already for the grouper and we can solve this issue right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and again I got uh I got a doctor's appointment, uh, [PII], so that's next week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean if that could help to try to speed things up or whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. OK, so.
[AGENT][NEUTRAL] But yes, I do see, I mean, um, I do see here that the group is still active with us, but I would just verify that everything is good and and the policy should be um continue active.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a nice day.
[CUSTOMER][NEUTRAL] OK, so [PII], hold on, I wanna check something for you, [PII]. Yep. Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you for helping us.
[AGENT][POSITIVE] You're welcome. You'll have a nice day.
[CUSTOMER][NEUTRAL] Alright, you