AccountId: 011433970860
ContactId: 9d275474-3921-426a-891c-b17ee9369a7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491390 ms
Total Talk Time (AGENT): 185324 ms
Total Talk Time (CUSTOMER): 153577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9d275474-3921-426a-891c-b17ee9369a7e_20250228T17:10_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, so I just received my um American Public Life um insurance card, and I was wondering if I use, so there's, I guess there's 22 copies.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wonder if I use this for uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like vision, do I show this if I'm going to uh a clinic.
[CUSTOMER][NEUTRAL] Do I show this um.
[CUSTOMER][NEUTRAL] At the doctor's office, like is there separate insurance cards?
[CUSTOMER][NEUTRAL] Or do I show this for everything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see what type of um card or what type of product you have with us and see where you can use that card at. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, where do I find that?
[AGENT][NEUTRAL] It's gonna be say policy start or policy ID number. It's gonna start with a 0 followed by 7 digits. OK.
[CUSTOMER][NEUTRAL] OK, OK, I see it.
[CUSTOMER][NEUTRAL] OK, 0258.
[CUSTOMER][NEUTRAL] 7844
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] OK, what's the email address on file?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so the policy number that you have provided to me is your dental policy.
[AGENT][NEUTRAL] Um, so that one is separate from your hospital indemnity which you received another, you should have received another card for your hospital indemnity. And then you have the cancer policy with or I'm sorry, not cancer, the intensive care, which that one doesn't have a card. Um, we do not handle the vision, visual is separate. I think it's through Spectera. I'm not sure if you have received a card from them, from Spectera, but that's gonna be your vision.
[AGENT][NEUTRAL] And then pharmacy is gonna be through another.
[AGENT][NEUTRAL] Which I think they have CVS.
[CUSTOMER][NEGATIVE] This is so confusing. So why didn't I receive.
[CUSTOMER][NEUTRAL] Let me check the, I don't even know I have that card.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] How do I get the the vision uh part?
[AGENT][NEUTRAL] OK, for the vision card you probably need to contact Spectera. Um, I don't have their number because that's handled by Universal Trucking. That's where you got the policy through Universal Trucking. They can assist you with that information.
[AGENT][NEUTRAL] I can go ahead and transfer you over to Universal tracking.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have to go to Universal to go to
[AGENT][NEUTRAL] To get the number to a Spectera, yeah, yeah, we don't, we don't work with them at all. We know because we, we work with Universal trucking, but
[CUSTOMER][NEUTRAL] To get the vis
[AGENT][NEUTRAL] We don't know their phone number, we don't have their information.
[CUSTOMER][NEGATIVE] I wonder why I didn't receive.
[CUSTOMER][NEGATIVE] I only received this card and not the other ones.
[AGENT][NEUTRAL] Which are the ones you mean the vision?
[CUSTOMER][NEUTRAL] The right
[CUSTOMER][POSITIVE] Yeah, that's the one I really need right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm not really sure. You have to get with universal trucking and check and see what happens.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so you said that the this policy number is only good for what?
[AGENT][NEUTRAL] The policy number you provided to me in the beginning is for your dental.
[AGENT][NEUTRAL] It's your dental policy. Mhm.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] So how do I find um
[CUSTOMER][NEUTRAL] How do I find the uh offices that that accept this insurance?
[AGENT][NEUTRAL] OK, for the dental, you can go to any dentist's office. Um, there is not a list or a network that you need to follow. You choose your own dentist.
[CUSTOMER][NEUTRAL] OK, as long as it's in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] does it, can I, can I go anywhere?
[AGENT][NEUTRAL] Anywhere.
[AGENT][NEUTRAL] Yeah, the dental, we don't have a network, so you're not just restricted to just go to, um, you know, a dentist in your area or just the ones that are close to you. You can choose your own dentist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, alright then, I appreciate your help. So, so you said I have to go, what is, what is the company again? the name of it?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Universal Trucking. That's where you got the policy through Universal Trucking. Let me go ahead and give you, give you their information. OK, one moment.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the phone number to Universal Trucking is going to be [PII]. Um, would you like me to transfer you over?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Yeah, lunch.
[AGENT][NEUTRAL] I cannot do that, but I can definitely transfer you.
[AGENT][POSITIVE] OK. All right, one moment while I transfer you over, Mr. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] All right, yeah.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group PTBA.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, so I, I received.
[CUSTOMER][NEUTRAL] I received my insurance card.
[CUSTOMER][NEUTRAL] OK, what's your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You said CAN?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII]