AccountId: 011433970860
ContactId: 6d8af3ea-2f4b-42e4-a719-27b256e23769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587280 ms
Total Talk Time (AGENT): 280806 ms
Total Talk Time (CUSTOMER): 204098 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6d8af3ea-2f4b-42e4-a719-27b256e23769_20250207T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII]. Um, I get y'all through UTBA and um, I added one of my dependents in [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to see if he's actually on coverage because every time I log in on the website it's not showing my other my third dependent on there for dental coverage.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Mr. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] I, uh, can I give you my social?
[AGENT][NEUTRAL] OK, I can look it up by your social.
[CUSTOMER][NEUTRAL] Yeah, uh, it's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] if I remember correctly I see the policy number has a 9 in it somewhere.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] What is your date of birth please sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and hey at least you got one number of the policy number so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What is your current mailing address, email, and phone number, please?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You're not going to believe this, but it starts with a [PII].
[AGENT][NEUTRAL] That's your number.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for my house address, yeah, [PII].
[AGENT][NEUTRAL] Hey [PII], I've not heard of that one before.
[CUSTOMER][NEUTRAL] It's above [PII].
[AGENT][NEUTRAL] Oh, got you. OK, I know that area just not heard of that. And what is your email address? And it has a 9 in it.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And can you verify your phone number, which also has a 9 in it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII] [PII]9.
[CUSTOMER][NEUTRAL] The only thing that I drive that doesn't have a 9 in it is my truck number.
[AGENT][NEUTRAL] Oh, really?
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] OK, so what is your um independence name that you're checking on?
[CUSTOMER][NEUTRAL] Uh, [PII], did they, did they put that in there?
[AGENT][NEUTRAL] Yeah, I don't see him added. Let me check, bear with me just one second.
[AGENT][NEUTRAL] And you said you added him in December I mean?
[CUSTOMER][NEGATIVE] Yeah, [PII], and I know that he was not gonna be on there for January because, you know, 30 days and all the other stuff and you car are an idiot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me, do you mind holding just one moment? Let me check with the UTVA benefits department to see if they have that information and your, your coverage is family.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] So he, he will be covered, but let me just check with them to see if they sent that information to us. Do you mind holding just one moment?
[CUSTOMER][NEUTRAL] You split them with the nines.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you hold just 9 seconds. No, I'm just kidding. Hold just a moment, please.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][POSITIVE] Hey, it's [PII]. Happy Friday, finally.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, listen, I've got a Mr. [PII] on the line and he is calling. He said that he added one of his dependents in December. I don't see him listed. Can y'all check to make sure you have that information?
[CUSTOMER][NEUTRAL] Um, who is he saying he added?
[AGENT][NEUTRAL] He's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, we do have that um I can send over the um.
[AGENT][NEUTRAL] His information, he said he keeps checking online and doesn't see him and I don't see [PII] listed as well.
[CUSTOMER][NEUTRAL] Um, yes, we have them. I'll send it over to [PII], um.
[CUSTOMER][NEUTRAL] To get him in there because we do have him added.
[AGENT][POSITIVE] Perfect. All right. Well, I will let Mr. [PII] know. I appreciate your help. You're gonna get that sent over today?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. Thank you. You have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] All right, I spoke with the Universal Trucking Benefits department. They are going to send [PII]'s information over to us to get him added to that policy. She said she's going to send that today.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Hopefully that will get processed today.
[CUSTOMER][NEUTRAL] OK, and because his his.
[CUSTOMER][NEUTRAL] Yeah, because this digital appointment that he has is on the [PII], and I don't know if we'll have to wait a little bit longer for him to get his name on there, but it has been added since the [PII]. I don't know if there's something they.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I'm and I'm also gonna put that in the notes that um that we should be getting that information to have him added today and that he was added to the policy on [PII] so he has active coverage we just haven't received that information, but we're gonna get it and get it taken care of for you.
[CUSTOMER][NEUTRAL] OK, so it's OK, can I go ahead and give the, uh, tell the dentist to go use the ID coverage that I have and it'll be covered or?
[AGENT][NEUTRAL] That it, yeah, that should be fine because um like I said, you've got family coverage. So your family members will be covered.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And we, it's just that we don't have his personal. Let me ask you, what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry you broke up [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think so. I know I, I know it's in uh [PII].
[AGENT][NEUTRAL] You think so?
[CUSTOMER][NEUTRAL] I know he was born in the year [PII] and in April.
[AGENT][NEGATIVE] You know what? I'm not gonna put the day because if it's not correct then you know if they're verifying something then they won't.
[AGENT][NEUTRAL] I'll just put the month and the year.
[CUSTOMER][NEUTRAL] Yeah, it's this month and year, yeah.
[AGENT][NEUTRAL] It's not the [PII].
[CUSTOMER][NEUTRAL] Now
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, the reason why, so there's a reason why I get confused, OK? Because his older brother, [PII] was born on [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Now you can see why I get it, you know.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Yeah, now you see that it's not because I'm a dad and dad always forget dates for everything.
[AGENT][POSITIVE] No, well, I mean, uh, you, you've got quite a few birthdays to remember now. So let's, let's give you credit where credit is due. There's a lot.
[CUSTOMER][NEUTRAL] It's just, I just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, but yeah, do you know it has to be the [PII], but it, that's the, that's how I kind of remember it is because I just swapped the [PII] and the [PII], 1 and 2 just flip it and it's the [PII] for him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got you. And I'm gonna put on here that he has an appointment on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that way if a dental provider calls they can see that we've already got that information and [PII] is.
[AGENT][NEUTRAL] Covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So somebody was slacking. I I'm guessing over there, huh?
[AGENT][NEUTRAL] Oh well, I, I don't, I, I, I don't know.
[AGENT][NEUTRAL] I I can't say that. I just told him I said, can you get that to us? And she said, yeah, she'll send it today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, that's all I, I can't say I'm, I, mm mm.
[AGENT][NEGATIVE] I'm not gonna do that.
[AGENT][NEUTRAL] And [PII]'s last name is [PII], right?
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Yes, the only one that doesn't have my last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I have got that in the notes for you, Mr. [PII]. He is does have coverage and hopefully you'll be able to see that if it is if they send that information over and it's added today, you should be able to see it in the portal tomorrow.
[AGENT][NEUTRAL] It has to process overnight.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] That's that's fine.
[AGENT][NEUTRAL] If you don't see it to help by.
[AGENT][POSITIVE] Tomorrow hopefully we'll get that Monday.
[AGENT][NEUTRAL] And you should be able to see it.
[CUSTOMER][POSITIVE] Okey dokey thank you.
[AGENT][POSITIVE] It's been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] Mr. [PII], thank you for calling APL. It's been a pleasure to assist you and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.