AccountId: 011433970860
ContactId: 5fdea2fc-5fb1-421f-9533-a2c3ab9f282e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376750 ms
Total Talk Time (AGENT): 155605 ms
Total Talk Time (CUSTOMER): 178561 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/5fdea2fc-5fb1-421f-9533-a2c3ab9f282e_20250206T17:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey how you doing?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you doing today?
[CUSTOMER][NEUTRAL] I'm alright. Hey, I just got signed up on um.
[CUSTOMER][NEUTRAL] Under y'all insurance and things the dental and medical, me and my son.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was trying to see, would you be able to give me a list of like the doctors around me that might take?
[CUSTOMER][NEUTRAL] Um, might take out insurance?
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't.
[AGENT][NEUTRAL] I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your name, please, sir?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you. And Mr. [PII], can you verify your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And uh [PII] and uh my mailing address, my email address.
[AGENT][NEUTRAL] Yes, sir?
[CUSTOMER][NEUTRAL] Oh, my email is [PII].
[AGENT][NEUTRAL] And then what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you. I have to ask you a question now. Did y'all enjoy that snow?
[AGENT][NEUTRAL] About 2 weeks ago.
[CUSTOMER][NEUTRAL] Oh yeah, yeah. Yeah, yeah, yeah. Yeah, that was crazy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I'm up in the [PII] area. We didn't get anything.
[CUSTOMER][POSITIVE] Oh y'all, you're the ones that usually get it.
[AGENT][NEGATIVE] And I know. It's like all we got was a bitter cold. Nothing pretty to go with it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, we had a bunch.
[AGENT][POSITIVE] Yeah, y'all did, you know, that's good to see every now and then, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, ain't something you always win.
[AGENT][NEUTRAL] Well, I'm checking your policy, Mr. [PII] and the only policy that you have with APL is your dental plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, yesterday I just got under the limit because I missed the, I missed the, um, the date, so he put me on a limited plan that start that kicks in in April, um.
[CUSTOMER][NEUTRAL] Yeah, they just set everything up yesterday, so they said it, it probably just gonna pop up right away. I was just wondering, you know, are there any doctors around?
[CUSTOMER][NEUTRAL] That, um, you know, that takes the issue.
[AGENT][NEUTRAL] OK, well what we can do is we can, I can contact you um and transfer you to the Universal Trucking benefits department and they can see what type of policy you have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give you that information because it depends on if your medical is with APL or if it's gonna be through web TPA. So that's gonna be the um deciding information is regarding network information for medical. Now I can email you a copy of your dental card if you would like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine, yes ma'am.
[AGENT][NEUTRAL] I'll I'll, I'll email you a copy of your dental card. And what would you like for me to transfer you to the benefits department, see what type of medical policy you're gonna have?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. If you don't mind holding.
[CUSTOMER][NEUTRAL] But they be gotta give me
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Would they be able to give me doctors that's around that takes it?
[AGENT][NEUTRAL] So what they'll do is we'll find out exactly what type of policy that's going to be issued to you since I don't have that information on file.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] And we'll go from there and and see what we can do for you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, alright, thank you.
[AGENT][NEUTRAL] All right, thank you. One moment, please, sir.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[AGENT][NEUTRAL] Hey, it's [PII] at APL. How are you doing today?
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][POSITIVE] Good. I have a Mr. [PII] on the line.
[AGENT][NEUTRAL] And he is with.
[CUSTOMER][NEUTRAL] Yeah, he
[AGENT][POSITIVE] Keon advantage.
[CUSTOMER][NEUTRAL] Yeah, you can put them through.
[AGENT][NEUTRAL] OK, so he's, I'm sending his dental policy information. He's wanting to know dental that's, let me try that again. Lo. He wants to know.
[CUSTOMER][NEGATIVE] He's not effective yet.
[AGENT][NEUTRAL] Yeah, he wants to know what uh medical providers in his area.
[AGENT][NEUTRAL] He can go to or if it's a network and since I don't have his information I can't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I can't help him.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] All right. I appreciate it. Here he comes and have a wonderful day. Mhm. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[CUSTOMER][NEUTRAL] Good, yeah, they're they're just gonna send you right to us because your information isn't, you're not effective yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I can tell you there are no providers. It's not a major medical insurance. There's no providers. You can go to any, any doctor.
[CUSTOMER][NEUTRAL] Oh, so which is no providers, but I can go to any doctor, any doctor would take the issue right, there's nor list, there's no network.
[CUSTOMER][NEUTRAL] OK, is that a good thing? I'm still kind of new to this thing. I just.
[CUSTOMER][POSITIVE] I know and that's why it would be best for [PII] to call you.
[CUSTOMER][NEUTRAL] Um, I'm, I'm assuming I saw you probably had to leave a message, so he is at lunch.
[CUSTOMER][NEUTRAL] OK, OK, yeah I did alright.
[CUSTOMER][POSITIVE] Uh, he'll be happy to go over all of it again with you.
[CUSTOMER][POSITIVE] Alright bye. OK, thank you.