AccountId: 011433970860
ContactId: 6b5d6cdf-e27d-43ba-ba18-de55ba26542e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1019369 ms
Total Talk Time (AGENT): 401138 ms
Total Talk Time (CUSTOMER): 275527 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6b5d6cdf-e27d-43ba-ba18-de55ba26542e_20250609T14:29_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] Hello [PII], how you doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm doing all right. OK. I was just on the phone with another young lady and we got disconnected.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, I'm trying to get, um, verification of benefits. I know my policy ended in January.
[CUSTOMER][NEUTRAL] But, um, I need to have that information for my insurance.
[AGENT][NEUTRAL] OK, Mr. [PII], uh-huh, go ahead.
[CUSTOMER][POSITIVE] And she was good
[CUSTOMER][NEGATIVE] She was trying to connect me. She said she was trying to connect me with someone else to do it, but they didn't answer and then all of a sudden she couldn't hear me and it, it, yeah.
[AGENT][NEUTRAL] OK, Mr. [PII]. So again, what, what exactly are you needing?
[CUSTOMER][NEUTRAL] I don't know the name of the form. There's a form that says, hey, [PII] had insurance up until this point.
[AGENT][NEUTRAL] OK. So you're needing a certificate of coverage letter, is that correct? Showing that you have coverage? OK, Mr. [PII], so I can
[CUSTOMER][NEUTRAL] OK, I, I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did I, yeah.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I feel I need to explain the situation to you so, so that we know what we're talking, that I know what I'm talking about cause I don't, OK?
[CUSTOMER][NEUTRAL] I was in an accident. I used American Public Life for the emergency room.
[CUSTOMER][NEUTRAL] Um, but I had some occupational insurance also.
[CUSTOMER][NEUTRAL] And they're paying all the bills and everything. They just called me up and said, hey, we need a letter from your insurance saying that you had coverage and when your coverage ended and when you didn't have a policy or whatever. That's all I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I will need to do first, Mr. [PII], in order to better be able to help you is to pull up your policy information and I'll have to verify some things with you once I do for security. Well, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] And if we get disconnected, please call me back.
[AGENT][POSITIVE] Yes, sir. I'm surprised that they haven't already called you back, but um, yes, sir. I'll be glad to try and help you. So what is
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] OK. Uh, hold on, I just saw that.
[CUSTOMER][NEUTRAL] Is it the 02396554?
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Well that's just for the dental.
[AGENT][NEUTRAL] OK, that's OK. I can cross reference. Just a moment.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, so Mr. [PII], what I will need to do is to first, like I said, verify several things with you for security. So let me, bear with me just a moment though, please, if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], so first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And also your home mailing address.
[CUSTOMER][NEUTRAL] Um, hold on cause I've moved. I think they have the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, what was the exact street number again?
[CUSTOMER][NEUTRAL] I think it was [PII].
[AGENT][NEUTRAL] Um, that's not the number we have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I stayed a couple of different addresses over there. Um.
[CUSTOMER][NEUTRAL] [PII] over here, so that was [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's in [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think I might have given y'all, wait a minute, man, I didn't give y'all that address.
[AGENT][NEUTRAL] It's something [PII], but the, the, it's not [PII]. We do not have [PII].
[CUSTOMER][NEUTRAL] OK, hold on a minute here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, uh, let me text my fiance and not sure what that address was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's either [PII].
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] What was the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, while I'm waiting on that answer, is there anything else that I can say that that we can verify anything else?
[AGENT][NEUTRAL] Uh, well, that's, so we'll come back to that. So the phone number we have is the same as the one you gave me. So that is the best contact number. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, thank you. So now we're doing is just waiting on the, the address.
[CUSTOMER][NEUTRAL] Uh, she's probably sleeping.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What else I got it on um [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can't think of anything else I'd have that address written on right now.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh my God, I can't believe this.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Cause I, I actually live in [PII] now. And that's why I'm gonna be calling this the update.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Yeah, they told me to call and and update my address so I can get the information that I needed probably email to me.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] And it's been over a year ago since I even been to that place.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't know any other way to get it, but my fiance is not answering.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your full social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, so just give me a couple of moments. I need to look at a few things on this coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just a
[AGENT][NEUTRAL] I'm verifying exactly who is going to be who can send you this certificate of coverage letter because the coverage that you had with us this policy was through the Universal Trucking Benefits association and it was the claims were all sent to web TPA so I'm just verifying exactly who will issue that certificate of coverage letter for you so give me just a moment while I'm trying to get an answer on that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just looking around here too trying to look if I got anything that may have that address.
[AGENT][NEUTRAL] What is your new address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I can now now I get it [PII].
[CUSTOMER][NEUTRAL] [PII] is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. OK. So [PII].
[AGENT][NEUTRAL] Is that all of it? Is there an apartment?
[CUSTOMER][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] No, that's it. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry this is taking a few minutes. I'm just waiting on a response.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Totally fine.
[AGENT][POSITIVE] Thank you for understanding.
[CUSTOMER][NEGATIVE] Oh yes, ma'am. If you hear me breathing funny, um, it's because I had a back surgery and I'm trying to put my shoes on. And um I'm having a hard time with that. Yeah.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] I know you are. I know you are.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, I certainly hope you do well from your surgery and that that gives you relief and a better quality of life.
[CUSTOMER][NEUTRAL] Yeah, it's doing it but it's it's been a road. I'm gonna tell you what, it's been a road.
[CUSTOMER][POSITIVE] But thank you for that.
[AGENT][NEUTRAL] Mm, uh, certainly.
[AGENT][NEUTRAL] Do you mind just letting me place you on a brief hold for a moment, please?
[CUSTOMER][NEUTRAL] Go right ahead, do what you gotta do.
[AGENT][POSITIVE] Just see if I can get a quicker, OK, thank you. Thank you, thank you.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hey, I'm sorry to call you directly, but I'm not getting a response in the chat, and I know that I need to know on UTBA GOB HIN, you know, those are the ones managed by Web TPA. There's an insured on the line who's needing to a certificate of coverage letter who does those, U, UTPA or web TPA on that type.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] On the GOB.
[AGENT][NEUTRAL] From the effective date to when it was termed.
[AGENT][NEUTRAL] So that's just the hub request, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK, alright, yeah, and I still haven't gotten a response.
[AGENT][NEUTRAL] Do you see?
[AGENT][NEUTRAL] But anyway, um, yeah, and he's already been disconnected.
[AGENT][POSITIVE] It, I mean, it doesn't matter. I mean, they'll be able to hear that I called you directly and told you that nobody had responded, so I'm not overly concerned about it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right. Well, I'll
[AGENT][NEUTRAL] And then what's the turnaround time now and things like that cause he's fixing to ask me that.
[AGENT][NEUTRAL] OK, and can y'all still email it?
[AGENT][NEUTRAL] OK, I was just checking cause you know how things change. Just making sure.
[AGENT][POSITIVE] All right. Well, I appreciate it, [PII]. Thank you for responding.
[AGENT][POSITIVE] OK. All right. I hope you do too. Thank you.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mr. [PII], thank you so much for holding for me. So I am going to, we can actually do that type of letter for you. Our customer service division can. So I'm going to send them a request and you should receive your letter. It's typically within 24 hours from the time I submit the request. Now, um, would you like, are you wanting this emailed to that email address that you verified with me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I would love to set that.
[AGENT][POSITIVE] OK, well I will be happy to include that in my request and again thank you for your patience and me getting an answer so um.
[AGENT][NEUTRAL] Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Um, no, ma'am. I think that's all.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you so much. Let's go ahead. Did you have something else?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm just trying to understand how this goes.
[CUSTOMER][NEUTRAL] OK, the whole insurance thing with this, I, I, you know, I don't know if I need to go talk to somebody in legal. I, I, I, I don't know how this works, OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, now we can here at APL we can provide you that letter sowing certificate. Any questions on claims or anything like that related to this policy that you did have, um, that would all all excuse me, all of that would have to be addressed by web TPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because that is where any claims, uh-huh, and I can give you their phone number if you don't have that.
[CUSTOMER][NEUTRAL] Web GP
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, let me pull this up here.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] Yeah, sure. Let me know when you're ready and I'll be happy to give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And that's Web TPA.
[AGENT][NEUTRAL] Uh-huh. TPA. T as in Tango, P as in Paul, A as in Alpha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if you would like, if you have questions for them, I'll be happy to connect you but the email that you should receive from APL you should receive that I would say by close of business tomorrow.
[AGENT][NEUTRAL] If not for sure on Wednesday. OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. No, thank you very much.
[AGENT][NEUTRAL] All right. You're very welcome. So did you want me to connect you with Web TPA or you want to call them directly?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEGATIVE] No, ma'am. I can't stay on the phone another minute. I've been on the phone all morning.
[AGENT][NEUTRAL] Oh, OK, bless you. Um, yeah, I understand. No, I understand. So, is there, again, anything else that I could help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you, that'll be fine.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.