AccountId: 011433970860
ContactId: 7940a025-44ff-4890-a3a9-9f35ded7514b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541099 ms
Total Talk Time (AGENT): 249314 ms
Total Talk Time (CUSTOMER): 150553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7940a025-44ff-4890-a3a9-9f35ded7514b_20250505T17:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I've got an insured on the back line that's wanting to get some benefit details on his HI 1721 policy with UTBA.
[AGENT][NEUTRAL] OK, he needs benefit information, [PII], on his policy. Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yeah, he didn't tell me specifically what he was wanting, but he said he needs to verify some things.
[AGENT][NEUTRAL] No, I can help him. And who, who am I gonna be speaking with?
[CUSTOMER][NEUTRAL] You're gonna be speaking with [PII] and it's policy number 26044.
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] And just so you know I'm sending him temporary cards via email and I'm ordering him cards.
[AGENT][NEUTRAL] Oh no, do we not have a policy certificate?
[AGENT][NEUTRAL] Oh, we should. Oh, hold on.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] To say this struggle was issued back in March it better be there.
[CUSTOMER][NEUTRAL] Yeah, it's there.
[CUSTOMER][POSITIVE] Yeah, the HI, I think they did release some of the HIs. I think some of them are still waiting, but this is one of them that they obviously released thankfully.
[AGENT][NEUTRAL] OK. And did you verify all of this information?
[CUSTOMER][POSITIVE] Yes, everything is correct and his callback number is the one on the phone, yeah.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Is that the same?
[AGENT][NEUTRAL] OK, which is, is that the same one that's in line?
[CUSTOMER][NEUTRAL] Um, no, it's the, well, let me see. Hang on. [PII], uh, OK, is it?
[AGENT][NEUTRAL] Yeah, it is. Yeah, it is. Mhm.
[AGENT][NEUTRAL] And did you
[AGENT][NEUTRAL] Did you tell him about the OSC [PII]?
[CUSTOMER][NEUTRAL] No, I did not.
[AGENT][POSITIVE] OK. All right then. Well, I can certainly help him.
[CUSTOMER][POSITIVE] All right, here he goes thank you.
[AGENT][POSITIVE] All right, thank you. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing pretty good. How are you doing?
[AGENT][NEUTRAL] I'm doing fine, thank you. So [PII] said that you have some questions regarding your benefits. Is that correct on this limited benefit plan?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can help you with that and more any information that I do provide will be a verification of benefits and not a guarantee of payment. So how can I help you today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, my wife needs to have a, uh, she needs to have a mammogram with diagnostic, I guess that's an ultrasound and and not this, would that, will the insurance cover anything like that or?
[AGENT][NEUTRAL] OK, so she's having a diagnostic mammogram, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me check. I don't.
[CUSTOMER][NEUTRAL] She called it a mammogram with that.
[AGENT][NEUTRAL] Yes. OK, so give me just a second.
[AGENT][NEUTRAL] I do not believe that it does, but let me double check that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so on here, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bear with me just a moment, [PII]. I'm looking at your benefit language. So just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so according to the language in your policy certificate,
[AGENT][NEUTRAL] A minor diagnostic exam is considered either a lab test, an ultrasound, or an X-ray.
[AGENT][NEUTRAL] On this policy.
[AGENT][NEGATIVE] So, no, sir, that would not be covered.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] That really sucks because that's why I changed the insurance because I, the insurance I have wouldn't covered either. Now this insurance don't cover. I mean, I don't.
[AGENT][NEUTRAL] Yes, sir. Again, with this being, this is a limited, this is not major medical insurance as, as I'm sure you're aware, it is a
[AGENT][NEUTRAL] A limited benefit plan.
[AGENT][NEUTRAL] That only pays certain amounts for certain services.
[AGENT][NEUTRAL] And a diagnostic mammogram would not be one of them. Now, as far as for a screening benefit, obviously, you know, under that,
[AGENT][NEUTRAL] Uh, let's see. A mammogram would be covered?
[AGENT][NEUTRAL] That is a wellness test that would be considered rather for benefits. Again, I cannot guarantee payment of any claim.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, uh
[CUSTOMER][NEUTRAL] Uh, it's just that, uh, um.
[CUSTOMER][NEUTRAL] I'm looking at paying 700 and something dollars a month for this insurance and
[CUSTOMER][NEUTRAL] It's just limited it don't cover really hardly anything just like I said, I, I'm a type 2 diabetic and I will get a different.
[CUSTOMER][NEUTRAL] It wouldn't cover any of that though, right, a diabetic.
[AGENT][NEUTRAL] This policy, well, this policy does not have any benefits for medication.
[CUSTOMER][NEUTRAL] But
[AGENT][NEGATIVE] There's no prescription benefit on this policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So what would I have to do, get a whole new different policy and, and.
[CUSTOMER][NEUTRAL] I can only imagine what that was.
[AGENT][NEUTRAL] Now, with your employer to find out what other options would be available to you, [PII], that is something you would have to discuss with the Universal Trucking Benefits Association or UTBA which is who you enrolled with.
[CUSTOMER][NEUTRAL] Whatever I cost me.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now, do you, I can give you their phone number if you don't have it.
[AGENT][NEUTRAL] But I could give you their phone number and I can also connect you with them to tell so that they could verify what other options you may have available to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, I can't write it. I'm driving right now, so I, I, I can find the number. I, I just had to call it so.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, now I am gonna go ahead though and send you an email, [PII], that's got, uh, it'll have a, a user guide for our portal that you can set up your profile so you can have access to your ID cards and all of your policy information online with all the definitions so that you can see what your benefits are.
[AGENT][NEUTRAL] And that email will come to you from care team at [PII] and I will put APL in the subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, I, I appreciate it. I'm not.
[AGENT][NEUTRAL] OK. Well, you're very welcome. So is there anything else, and I'll tell you what, [PII] said she had verified all your information. Would you just verify your email again for me, please, to make sure I'm sending it to the correct email address?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be my last name. It's gonna be [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, all right, perfect. All right, let's see, just one moment.
[AGENT][NEUTRAL] OK. All right, well, I'll send you this email in just a couple of minutes.
[CUSTOMER][POSITIVE] Uh, well I do appreciate it. Thank you.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a very nice and safe afternoon.
[CUSTOMER][POSITIVE] You too, thank you, ma'am.
[AGENT][POSITIVE] Yes, sir. You're welcome.