AccountId: 011433970860
ContactId: 8ffd599f-f464-40fb-8453-f24a1539bf04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814119 ms
Total Talk Time (AGENT): 316031 ms
Total Talk Time (CUSTOMER): 178818 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8ffd599f-f464-40fb-8453-f24a1539bf04_20250116T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hey [PII]. My name is [PII]. I'm trying to get a
[CUSTOMER][NEGATIVE] It's hard.
[AGENT][POSITIVE] Well, I will be happy to assist you with that.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And to see what my coverages are.
[AGENT][NEUTRAL] All right, I can help you with that, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I can look it up by your social. Would that be OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, I am ready for that number, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII], and can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My current address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And Mr. [PII], what is a good callback number in case we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and I do have an a Gmail address on file. Do you mind verifying that while I've got you on the line?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right. Thank you, sir. I appreciate that.
[AGENT][NEUTRAL] And Mr. [PII], I do have your dental policy pulled up and you also have a medical policy. Are you needing a new card for both or just for your medical?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What's my medical policy?
[AGENT][NEUTRAL] You have an indemnity policy.
[AGENT][POSITIVE] And it's going to help provide benefits for medical services.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I have vision for you?
[AGENT][NEGATIVE] Vision is not through APL that's gonna be through another company.
[CUSTOMER][POSITIVE] OK. I'll find out who my visions, I think I got it.
[AGENT][POSITIVE] And I can actually connect you with Universal trucking benefits once we're through with the call and they can tell you who that's through.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, explain the, the medical.
[CUSTOMER][NEUTRAL] And Deity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy is going to provide, it is a limited medical policy. It's not like major medical.
[AGENT][NEUTRAL] And it's going to provide benefits for um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm getting those benefits pulled up. I apologize.
[CUSTOMER][NEUTRAL] That's why I'm like
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That's why my cancer and now.
[AGENT][NEUTRAL] It's gonna provide benefits for hospitalization, um,
[AGENT][NEUTRAL] You've got
[AGENT][NEUTRAL] Looks like maybe a drug benefit, a diagnostic wellness benefit.
[AGENT][NEUTRAL] Um, surgery benefit.
[AGENT][NEUTRAL] That is all under your hospital indemnity.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I did not know that.
[AGENT][NEUTRAL] Yeah, now I can send you a card for I can email you a copy of your medical and dental card if you'd like. Now, on the medical card for further benefits, you would need to contact the number on the card for Web TPA and they can go over your benefits in depth.
[CUSTOMER][NEUTRAL] But I didn't, I mean, I didn't know I had, you know, uh.
[AGENT][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] The hospital and all that.
[AGENT][NEUTRAL] You've had that policy since [PII].
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I don't put to different there.
[AGENT][NEUTRAL] Now I see, yeah, now I do see that you have an active account on our.
[CUSTOMER][NEUTRAL] You didn't know it.
[AGENT][NEUTRAL] Online portal
[AGENT][POSITIVE] Under user name Mr. [PII] by the way, I like that name.
[AGENT][NEUTRAL] And you can actually click on the policy number on that website and view what's covered under your medical and dental, but if you choose the medical hospital indemnity policy number, when you click on it, it'll download your policy document and you can view everything that's covered.
[CUSTOMER][NEUTRAL] And that's under my, I can do that with the prescriptions too, right?
[AGENT][NEUTRAL] I believe that that's covered under your hospital indemnity. You would need to contact them for further benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you do have an outpatient prescription drug benefit listed on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's good to know. I was just looking at my check stub and saw where I had more than I thought I had.
[AGENT][NEUTRAL] Yeah, and you need those cards so you can be using them if you need them.
[CUSTOMER][NEGATIVE] Yeah, I could have used them instead of paying out of paying out 270 bucks for.
[CUSTOMER][NEGATIVE] Medical insurance that I really don't need that I got.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Did you want me to send you those cards or how do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You can either send them or you can email them to me.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Well, I can email them to you and you've got your username for the portal.
[AGENT][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just go online and look at those and I can send that, these cards to you to that [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, if you'll give me just a minute, I'll go ahead and do that for you right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I put you on a brief hold while I get that together for you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] All right. Thank you. One moment, please, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience, Mr. [PII]. I've just about got that ready for you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what I did was um.
[AGENT][NEUTRAL] I put both of those cards on this email.
[AGENT][NEUTRAL] And then in the email, I listed the policy numbers and the type of policies, and that I just sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that medical card, you're going to call if you want to know your benefits further. There is a phone number and it's for Web TPA.
[AGENT][NEUTRAL] And that phone number is the um [PII] number listed on your card for benefits that would include benefits or claims information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be receiving that shortly. Now, did you need me to transfer you to our uh Universal Trucking Benefits department to find out where your vision is?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Oh, it would be my pleasure. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, you've done enough. Like telling me I had extra medical insurance that I didn't know I had.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yeah, now you get to use that because you've got those benefits, you might as well use them.
[CUSTOMER][NEUTRAL] I just use my other because I didn't know I had this.
[AGENT][POSITIVE] Well, definitely be using those cards and if you need anything else along the way, you don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] My pleasure, Mr. [PII]. Hold the line while I transfer you to the Universal Trucking Benefits department for your vision information. One moment, please.
[AGENT][POSITIVE] Oh, and by the way, you stay warm. It's fixing to get really cold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, I'm up north right now, so.
[AGENT][NEUTRAL] Oh, you and [PII], you're probably used to it.
[CUSTOMER][NEUTRAL] From where, so
[AGENT][POSITIVE] Well, you take care.
[CUSTOMER][POSITIVE] I'm ready to get, I'm ready to get back home.
[AGENT][NEUTRAL] I bet you are.
[AGENT][POSITIVE] Mm, well, if you hold just a minute, let me get them on the line and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] UTVA?
[AGENT][NEUTRAL] Hey, it's [PII]. I've got a Mr. [PII] on the line. Wanting to know who his dental, I mean, I'm sorry, vision coverage is through.
[CUSTOMER][POSITIVE] OK, you can go ahead and send him over. Thank you. You too.
[AGENT][POSITIVE] All right. Thank you. You have a wonderful afternoon. Here he comes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for holding, sir. What's your first and last name?
[CUSTOMER][POSITIVE] Cannot ask for.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] The person at [PII] [PII] is unavailable. Please leave your message after the tone. When done, hang up or press the pound key.
[CUSTOMER][NEUTRAL] Hey this is [PII]. If you could give me a call back at [PII].