AccountId: 011433970860
ContactId: 9d74874b-92ad-4f4c-b2ea-99c36b671fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443570 ms
Total Talk Time (AGENT): 244750 ms
Total Talk Time (CUSTOMER): 125116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/9d74874b-92ad-4f4c-b2ea-99c36b671fe7_20250214T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And I'm trying to see what else series do I have with y'all. I'll misplace my paperwork. I'm just trying to get some updated paperwork.
[AGENT][NEUTRAL] OK, uh, do you happen to have a policy number or no?
[CUSTOMER][NEUTRAL] I don't have none
[AGENT][NEUTRAL] OK, give me a moment. Um, let's see, what's your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I thought you said [PII]. Uh, and how do you say your name again? [PII]?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] No, I get it all the time.
[AGENT][NEUTRAL] Let's see. And you wanted to know what policies you have with us?
[CUSTOMER][NEUTRAL] Yeah, I don't see exactly everything I got with y'all. What it, what, what it pays, what, what, what is the value, I mean, everything. I need all the details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see, um, verify your date of birth, mail address and email address for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't know what address I gave you. I got a [PII], and I also got a [PII].
[AGENT][NEUTRAL] OK, we have a PO box, and what's your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know like they give you the old one was it [PII] or they give you [PII]?
[AGENT][NEUTRAL] Well, this one's a [PII], yeah.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I show you have a dental policy with our company, uh, effective from [PII] of this year, I'm sorry, [PII] and it's active and not guarantee of payment, just verification of coverage. You have a benefit max of up to $1500 per calendar year and you do have a $50 deductible that applies to services other than for preventative.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you have.
[AGENT][NEUTRAL] Uh, short-term disability plan.
[AGENT][NEUTRAL] And same effect the date and it's active and with this policy.
[AGENT][NEUTRAL] If you are unable to work due to an accident or sickness, you have a benefit that pays $400 I'm sorry, $4000 per month. Uh, we do have a 14-day elimination period. What that means is from the first day of your disability up until you return to work, that 14 days is not payable, it's benefits start on the 15th day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like you have a critical illness writer on that planet too. So if you had any kind of critical illness like um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Kidney failure or heart attack or stroke, it pays a benefit of 10,000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You also have an accident policy.
[AGENT][NEUTRAL] If you have an accident or bodily injury, you have a benefit that pays based on the treatment you receive, like going to the ER if you have to have surgery, um, if you're confined in the hospital, you have benefits for that. And I see you have a critical illness plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's the same like if you um are diagnosed with a critical illness like heart attack, stroke, renal cell, or renal cell, um renal failure.
[AGENT][NEUTRAL] Um, I think it's loss of sight or or hearing you have a benefit that pays the max benefit for those. And just to let you know, we do have an online service center where you can set up an account to view all your different policies as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I have the health insurance?
[AGENT][NEUTRAL] I don't show um.
[AGENT][NEUTRAL] A medical policy, just dental, disability, accident and critical illness. I don't show you have a medical plan.
[CUSTOMER][POSITIVE] I get some card from, I think it come from you.
[CUSTOMER][NEUTRAL] Called Axis. Let me just get that call.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's called active with uh Telado on it and first help.
[AGENT][NEUTRAL] Oh, that's not with our company. It could be through another company, uh you have with your group, but we, um, I don't sure you have a medical policy with us.
[CUSTOMER][NEUTRAL] Farmers and all that stuff.
[CUSTOMER][POSITIVE] OK, and I don't have no short term Aflac and what y'all need.
[AGENT][NEUTRAL] Uh, Aflac is a different company, but no, sir.
[CUSTOMER][NEUTRAL] OK, I know I got one of y'all. Well, I guess somebody is saying that.
[CUSTOMER][NEUTRAL] I want the short term if we switched over to Flick.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is it the kind where you can email me all the stuff you just told me about?
[AGENT][NEUTRAL] Like your different policies?
[CUSTOMER][POSITIVE] Yeah, and everything that it covers and this and that if you make, it's not a big hassle.
[AGENT][NEUTRAL] No, I can email you a copy of your policy and um also on the email it'll have to work, like I said, we do have an online service in our site where you can view your plans and if claims were to be submitted, check claim status or you can submit claims through there, but I can email that to you.
[CUSTOMER][POSITIVE] OK, I really appreciate it.
[AGENT][NEUTRAL] OK, and that Gmail account or um yeah, is that [PII] OK to send it to? OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes, that, that's the one I wanted to.
[AGENT][NEUTRAL] OK, I would say give me a moment and I'll email these to you.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, they gonna be cause uh I'll try to see if I got the the health insurance and he said ain't with wrong so.
[AGENT][NEUTRAL] Um, you may want to contact Universal Trucking or UTBA and they can verify who you may have medical insurance with.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, do you have a number I can get with them with?
[AGENT][NEUTRAL] Uh yes, sir. Uh, let me know when you're ready. I'll give you that phone number.
[CUSTOMER][POSITIVE] I'm, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it. I really appreciate your time though.
[AGENT][POSITIVE] Oh yes, sir, and thank you for calling APM Mr. [PII]. You have a great day and weekend.
[CUSTOMER][POSITIVE] OK, you do the same. Have a [PII].
[AGENT][POSITIVE] Happy [PII], bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm