AccountId: 011433970860
ContactId: 669070da-82c7-4c27-bbf3-12e9165aff92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618380 ms
Total Talk Time (AGENT): 331980 ms
Total Talk Time (CUSTOMER): 261697 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/669070da-82c7-4c27-bbf3-12e9165aff92_20250303T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII]. Um, I am calling, we have dental appointments this morning and it's um the first time.
[CUSTOMER][NEUTRAL] That my wife and my son are using the benefit and um
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I don't, I don't know my uh policy number or my group number and so I wanted to jot it down so that way I have it and then do you all send um.
[CUSTOMER][NEUTRAL] Like, uh, policy cards or whatever just so we have that for future.
[AGENT][NEUTRAL] Yes, so [PII], so you're needing to get your group number and your policy number for your wife and son who have a dental appointment today. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes sir I can help you with that and yes sir we do mail ID cards and I'm also going to, once I verify several things with you for security, I will email you a user guide for our portal so that you can set up your profile and then you'll have access to your ID cards, policy information and claims online as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, so I could actually print out the cards for future.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh-huh. Absolutely. Sure. Mhm. So first off, [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and then just to make sure is that phone number updated because I had changed the number a while back and I updated it with um.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] I like them then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once I get in, once I get your information pulled up, I'll be able to verify what is on file and then if it needs to be updated, I can put you in contact with who you would need to update that with. So first off, [PII], uh, is the policy through your employer?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you all have this insurance?
[CUSTOMER][NEUTRAL] Um, I'm gonna say, yeah.
[AGENT][NEUTRAL] Through who you work for?
[CUSTOMER][NEUTRAL] Uh, well, I'm a I'm an independent contractor.
[CUSTOMER][NEUTRAL] So I mean, I pay for it. It's through [PII] is who I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, so the Universal Trucking Benefits Association. OK, so what is your social security number, please, [PII], so I can look up your information?
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] hold on [PII], please go brush your teeth.
[AGENT][POSITIVE] OK, thank you. So.
[AGENT][NEUTRAL] Just one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, um, as I stated to you, I would need to verify several things for security. So first off, if you would please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the, go ahead and spell your last name so I can make sure that it is also correct in the system for us.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. [PII], you need to also put on your socks and shoes, son.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and that's gonna be [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. Then the phone number that we have on file for you, yes sir, it is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Oh, thank you, [PII]. Yes.
[AGENT][NEUTRAL] OK. Thank you. And then the last thing to verify is your email?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. OK, so I do see that we did mail ID cards to that address back in September, on [PII], and you said that you did not receive those?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. I will be happy.
[CUSTOMER][NEUTRAL] I mean, cause they would come, I, I can always look, but I mean it's been a while, and I just don't recall it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, so I'll be happy to request that more ID cards be mailed out. That does take about 10 days, uh, 10 business days for those to be received, but in the meantime I'm going to email you. I can give you this group number and your policy number if you want to write them down, but I'm also fixing to email you this user guide for the portal so that you can have access to the full ID card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, so just let me know when you're ready and I can provide that group number.
[AGENT][NEUTRAL] And policy number for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So you
[CUSTOMER][POSITIVE] I am ready. First one's gonna be group number.
[AGENT][NEUTRAL] Yes, 17626.
[CUSTOMER][NEUTRAL] Hold on 17.
[AGENT][NEUTRAL] Uh-huh. 626.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is going to be.
[AGENT][NEUTRAL] 255.
[AGENT][NEUTRAL] 0641.
[CUSTOMER][NEUTRAL] Alright, and let me just read this back to you. So group number is 17626.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 255-0641.
[AGENT][NEUTRAL] Yes sir, that is correct, and the email that I'm going to be sending you in just a moment is going to come from [PII] [PII] at [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I have put APL online service center in your subject line for you so that that's um easy for you to recognize.
[CUSTOMER][POSITIVE] Oh nice, thank you. And then so um once I receive that.
[AGENT][NEUTRAL] Yes, sir. And I ordered ID cards.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so once I receive that email, and there's like a is it an app or is it an actual website that I go to?
[AGENT][NEUTRAL] It's, no, it's not an app, it's a website. Mhm. Yes, sir, and it has those step by step instructions for um for setting it up.
[CUSTOMER][POSITIVE] OK, OK, good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And then information that they'll need uh when I'm setting it up basically my group policy number and my like date of birth social.
[AGENT][NEUTRAL] You said
[AGENT][NEUTRAL] Well, to set it up, it's gonna be all based on your information, your social, your zip code, your email address, it will all, because you are the primary policy holder, all of the information and setting up the portal relates to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, nice. OK.
[AGENT][NEUTRAL] Uh-huh, yes, but it does, it does explain that and then it explains where, you know, you locate your ID cards and your policy information.
[CUSTOMER][NEUTRAL] I want to.
[CUSTOMER][POSITIVE] All right, well, I appreciate that and um.
[AGENT][POSITIVE] OK, you're very welcome.
[CUSTOMER][POSITIVE] Thank you so much for your time.
[AGENT][POSITIVE] Absolutely, it was my pleasure. So is there anything else, [PII], that I can help you with this morning?
[CUSTOMER][NEUTRAL] Um, no, I mean, on my end because I did, I did utilize the benefit under my name when I went, um, and I had gotten something that said not a bill. Uh, I'm in the clear with y'all, right? Like if I owed anything you guys would send me something, or how does that work?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're talking about if we had received a claim filed for you?
[CUSTOMER][NEUTRAL] Yes, because I wanna say that they were charging 205 and it said it was paid out at 197. I just wanna make sure that I'm in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In the clear, like, you know what I mean?
[AGENT][NEUTRAL] So I do see and again any in yes sir and any information I provide on claims would be a verification of benefits and not a guarantee of payment but I do see that we did process a claim for you for a data service um in January and yes we did pay the 197 so if there's any, you know, anything due to your provider you would just need to reach out to them because APL does not determine patient responsibility.
[CUSTOMER][NEGATIVE] Cause I don't wanna have it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I appreciate that, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you're very welcome and you will also be able to see that claim information in your portal as well once you have set up your profile.
[CUSTOMER][NEUTRAL] OK, and then in there as well, you said it'll go into detail as far as like what's covered and all that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, so there is also a separate, um, it's in a PDF format, but it's a copy of your policy information with your benefits in it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, nice. All right. Well, I appreciate you all, and you have a blessed day.
[AGENT][POSITIVE] I hope you're welcome.
[AGENT][POSITIVE] I hope you do too. I hope you do too, [PII], and thank you again for calling APL if that's all that I can help you with this morning.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEUTRAL] Bye bye.