AccountId: 011433970860
ContactId: 792f2ac5-9d55-4ed0-b562-310aa18ae059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472380 ms
Total Talk Time (AGENT): 269662 ms
Total Talk Time (CUSTOMER): 146871 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/792f2ac5-9d55-4ed0-b562-310aa18ae059_20250317T16:45_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm needing another medical card mailed to me.
[AGENT][NEUTRAL] OK, and you said, I'm so sorry, your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty thank you [PII] and let's see, we're looking for an ID card today. Do you mind if I go ahead and take a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. And do you by any chance happen to have your policy number or is that why we're wanting the ID card today, my friend?
[CUSTOMER][NEGATIVE] Well, I tried to use it and now I think what it was the lady transferred me to you on my card it's just 02371714. She says it's 20, but on my card it just got 10.
[AGENT][NEUTRAL] OK, can you give me that number one more time because that actually does sound like our policy number let me see.
[CUSTOMER][NEUTRAL] 02371714
[CUSTOMER][NEUTRAL] So we uniforms checking as many access points as we can.
[AGENT][NEUTRAL] All right, it looks like that pulled you up. Would you be able to verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then can you verify for me as well please sir your um your mailing address?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] I didn't.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The New York Times.
[AGENT][NEUTRAL] Alrighty, and just the phone number and email if you can please.
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII]. Email is [PII].
[AGENT][POSITIVE] Beautiful. OK, yeah, I, this is definitely your policy and your account and I show that that number is um spot on.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So it is 02371714.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, is it, would it be that I need an updated card because this card was effected [PII].
[AGENT][NEUTRAL] No, so if I sent you a different card, it would have that same date because your policy hasn't changed since then. I show that you've had the same policy with us since 11-01-2023.
[CUSTOMER][NEUTRAL] Yes, so what would I have to do to get cause I went to my doctor and they were having trouble trying to run the car.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So like what would we need to do as far as them being able to do benefits with that card is that what I'm understanding?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Sorry, give me just a second to pull it back up.
[AGENT][POSITIVE] OK, perfect. Um, so with this policy,
[AGENT][POSITIVE] It looks like I wanna get you in touch with web TPA because they process all of your claims and I don't wanna give any incorrect information.
[AGENT][NEUTRAL] I am showing like on my side that as far as your policy number and everything goes like you have all the right information like everything's up to date you have the right policy number your effective date's good. I'm not sure where the disconnect is at the doctor's office, but Web CPA is the one who if the doctor sent the claim would process and pay it so I wanna get you in touch with them in case they have any particular direction they're looking for. Is that OK for you?
[CUSTOMER][NEGATIVE] No, man, you know, it's just a screw up because honestly if everything, if you say, you see, do you see where I have doctor bills I came in?
[AGENT][NEUTRAL] So we don't pay your claims um we do like help write the policy, but this other company pays all your claims so I can't view any of your claim information.
[CUSTOMER][NEUTRAL] OK, well, what I do as long as I know I got all the correct information, I go by the doctor's office. I'll see what's going on, and then I'll go from there because really I don't know cause I'm kind of on the computer, but you can tell me for what I have so I have medical and dental.
[AGENT][NEUTRAL] So I show this policy as a hospital indemnity policy, um.
[AGENT][NEUTRAL] I can't view universal trucking they coordinate all of your benefits together so they actually use like a bunch of different companies to give you different benefits, um, and so I can't see your.
[AGENT][NEUTRAL] Any other information, um, just the hospital indemnity and let me see if it lists.
[AGENT][NEUTRAL] It does list your dental policy, so I do have the hospital indemnity and the dental then if you have any other policies, um, like wellness or anything like that, they would be through another, um, through another company.
[CUSTOMER][NEUTRAL] OK, so I do so I have medical and dental.
[AGENT][NEUTRAL] Yeah, so this one is the limited supplemental medical policy, the hospital indemnity, and then you do have a dental policy with us, and that one, the dental policy we pay the claims through. So if you have questions on your dental policy, that one we'd be able to assist you with a little differently than that medical one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, well, I haven't went to the dentist yet. What I'll do my dental policy cover since I don't had it over a year.
[AGENT][NEUTRAL] OK, yeah, let's take a look at that. Let me pull up your dental policy real quick for you, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Not more without spending more, so she got we in two families.
[CUSTOMER][NEUTRAL] To help her see more.
[CUSTOMER][NEUTRAL] That's one more.
[CUSTOMER][NEUTRAL] Wait to get more.
[AGENT][NEUTRAL] All right, yes, so because you've had your policy over a year, um, you've, you've gone through the waiting period for all your major services, so your policy covers your, um, it has coverage for preventative and basic expenses as well as major expenses, um, perio endo endodontics, I cannot say that word. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And then oral surgery. Um, and they're all covered at different rates, but you are, you don't have a waiting period for anything, so.
[AGENT][NEUTRAL] You have full coverage under your coverage.
[AGENT][NEUTRAL] I don't know if that makes sense. I can repeat that again if you need me to.
[CUSTOMER][POSITIVE] Alrighty well thank you so much, ma'am.
[CUSTOMER][NEUTRAL] No, that that makes sense.
[AGENT][NEUTRAL] OK, um, do you want me to, do you want me to, um, like send you an email with the phone number for web CPA in case you have other issues, um, you have access to that phone number and you can give them a call.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I'll do that for you, um, and I have, uh, [PII]. That was correct, right?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect. I'll send you a phone number that way if you run into any more issues as far as those uh the hospital indemnity goes, you're able to at least get in touch with somebody and.
[AGENT][POSITIVE] If I mean, and if you don't get the email or you can always call us back we're gonna help you no matter what.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure thank you so much for calling APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.