AccountId: 011433970860
ContactId: a0fecee4-9073-4f7f-b2d8-12bcc9dd29a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371179 ms
Total Talk Time (AGENT): 125271 ms
Total Talk Time (CUSTOMER): 123092 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a0fecee4-9073-4f7f-b2d8-12bcc9dd29a1_20250217T22:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing? Um, my name is [PII] and um
[CUSTOMER][NEGATIVE] I was just talking to someone in planes and they switched me back to you all to try to see, tell me because they said my insurance was terminated on [PII].
[CUSTOMER][NEGATIVE] And so I was trying to see my my eligibility of my insurance. I've been paying it, so I don't understand why.
[AGENT][NEUTRAL] OK, and what's your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It terminated.
[CUSTOMER][NEUTRAL] So my member number is 023.
[CUSTOMER][NEUTRAL] 138887.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Mailing address is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, give me one moment. I may have to transfer you to customer service. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Looks like I'm just getting you, Ms. [PII].
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] For a while, I was the only one on the phone.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my goodness, what you got there?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well, I have an insured on the phone, um, and he was calling about his policy. It looks like he's with the UTBA and he called for claim status, and I guess at web TPA they told him the claim.
[AGENT][NEUTRAL] But he wasn't eligible and he wants to know why it's showing that his policy term when he's been paying his premium.
[CUSTOMER][NEUTRAL] Yeah, he will need to go through UTDA. We don't handle none of that. They handle their premiums. They handle everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 877-472. OK, so he just needs to talk to uh uh UTBA.
[CUSTOMER][POSITIVE] Right to find because they make, they, it's like big, they submit the premiums to UTBA and UTBA does that they do everything.
[AGENT][POSITIVE] I got you. All right. Well, thank you, madam.
[CUSTOMER][POSITIVE] Anytime, honey, I like these calls.
[AGENT][POSITIVE] Alright. Alright, be good.
[CUSTOMER][NEUTRAL] Is that when you sent me earlier, right, bye dear.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEGATIVE] Yeah, they were bad.
[AGENT][NEUTRAL] Oh, my bad.
[CUSTOMER][POSITIVE] Oh it's all good, girl, it's all good. All right, dear.
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] If I'm wrong, send him to me.
[AGENT][POSITIVE] No, you'll be fine. He'll be fine. We can just talk to him.
[CUSTOMER][NEUTRAL] I know S U A.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah I do.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. I spoke with a representative from our customer service and they said you will have to contact UTBA and they can verify your eligibility, and I can give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] U T B A.
[AGENT][NEUTRAL] UTBA, yes, sir, and they'll be able to uh verify as far as eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this bills obviously that y'all didn't pay anything for APL so you TBA can take care of that too.
[AGENT][NEUTRAL] No, sir, we don't process claims. That's with web TPA. Um, I'm not sure if you spoke with a representative there because they are the ones that actually process claims, uh, but UTBA will be able to verify your eligibility since we're showing that your policy is no longer active, then they can verify why it's no longer active.
[CUSTOMER][NEUTRAL] OK, I need to know all my money, about $500 something dollars a month going to. OK, alright, thank you.
[AGENT][POSITIVE] Uh yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Very true.