AccountId: 011433970860
ContactId: aa603b12-143a-4b7f-b257-10bab4c14b8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 743049 ms
Total Talk Time (AGENT): 259696 ms
Total Talk Time (CUSTOMER): 275966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/aa603b12-143a-4b7f-b257-10bab4c14b8c_20250428T16:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was trying to get my web PTA, uh, health card ID uh emailed to me.
[CUSTOMER][NEGATIVE] Cause I don't have, and I've been, they sent me back to this number and told me to hit medical so it didn't necessarily say medical. I'm just trying to, now I'm trying to get my medical card I do.
[AGENT][NEUTRAL] You're just
[AGENT][NEUTRAL] OK. All right. Do you have your policy number? If not, I can look you up by name or social.
[CUSTOMER][NEUTRAL] Yeah, I don't have anything. It was supposed to have been in the mail to me months ago, but I just realized, I mean, I, I ain't got nothing, so I, I might need them to mail me a physical copy out too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But right now I just need an email to me. Or maybe I could just print it out. I don't know.
[AGENT][NEUTRAL] OK, uh, go ahead and give me your name or social security number, whichever you want, so I can look you up.
[CUSTOMER][NEUTRAL] Yeah, my social security number [PII]. My name is [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. Give me just a moment. Let me do a search here and see what I can find, OK?
[CUSTOMER][NEUTRAL] OK, uh, it's, it's another couple of other questions I, I just got to try and get all this situated today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then excuse me, for security reasons, [PII], I do need to verify your date of birth and address.
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is supposed to be [PII].
[AGENT][POSITIVE] Alright, thank you so much and then the email that we have on here is [PII]. Is that a good email still for you?
[CUSTOMER][NEUTRAL] OK, yeah, I just, yeah, I just had to change it. The other one was, yeah, that's correct.
[AGENT][POSITIVE] OK, that one's good. All right, great. OK, so.
[CUSTOMER][NEUTRAL] Uh, uh, the thing is though, I, I need, I need it with, uh, cause my wife and my daughter should be on there. I need it, it does have their names on there too.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so I'm showing that the policy coverage is for you, [PII], and [PII].
[CUSTOMER][NEUTRAL] Right, right, OK. It's gonna say their names on there?
[AGENT][NEUTRAL] Um, it's gonna say employee plus dependents, so it'll let them know that they are listed as dependents. If they call to verify coverage, uh, we would verify that they are covered, so it's not gonna have their name on it, but it will be sufficient for them to use for services.
[CUSTOMER][NEUTRAL] OK. Uh, is there a way you can email me that?
[AGENT][NEUTRAL] Yeah, so I just sent you a copy of the um of the ID card for your medical policy. Um, it's gonna have your member number on it, the effective date.
[AGENT][POSITIVE] All that information that you need and also any information you may need for prescriptions, it has all that on there as well.
[CUSTOMER][NEUTRAL] OK, uh, uh, one other thing, uh, my vision, where, where do I find, who would I get in touch with about the ID for that?
[AGENT][NEUTRAL] For, for what?
[CUSTOMER][NEUTRAL] For the family cause.
[CUSTOMER][NEUTRAL] The I had I had uh dental, which I already got. They, they emailed me that now you're emailing me the medical. Is the medical and the dental in the same thing cause I had dental also.
[CUSTOMER][NEUTRAL] So I'm trying to think I'm gonna talk to you.
[CUSTOMER][NEUTRAL] About getting an ID for that one.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, your dental plan is with us too. So if you need a dental card, I can send you that too.
[CUSTOMER][NEUTRAL] She, she emailed it to me already.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But now I'm, now I'm wondering where I get my vision ID card from for the family.
[AGENT][NEGATIVE] Well, your vision insurance isn't with us.
[CUSTOMER][NEUTRAL] OK, who is it with then, cause there was one guy and I, now I'm just finding out they're in different sections or whatever. I thought it was in one spot, um, you don't know.
[AGENT][NEUTRAL] I have no idea, sir.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] We don't offer.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to call him back on.
[AGENT][NEUTRAL] Yeah, we don't offer vision coverage, so you would have to go back to universal Trucking, whoever your contact is for your coverage and ask them who carries your guys' vision.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. OK. Alright, my last question, uh, as far as the dental and the health, is there a network of of doctors or hospitals I'm supposed to be going to, or?
[CUSTOMER][NEUTRAL] For like checkups and stuff like that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, as far as the medical is concerned, um, you're not required to use a network to use your medical. However, if you wanna find a provider in-network, you can do that. On the ID card that you were sent.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's a website and a phone number where you can search for doctors or facilities within your area, and that's through multiplan.
[CUSTOMER][NEUTRAL] I did work.
[CUSTOMER][NEUTRAL] Uh the what.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so I gotta log in and all that?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You would just have to go to [PII] to search for a provider you don't.
[CUSTOMER][NEUTRAL] Oh, [PII]. OK. [PII].
[AGENT][NEUTRAL] Yeah, you don't
[AGENT][NEUTRAL] Yeah, you don't have to log in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then I could just search that way. OK, I need some more plan, OK. Alright, I, I'll do that.
[AGENT][NEUTRAL] And as far as the dental's concerned, you can use the dental plan anywhere you'd like also it's not required that you use it in network. Um, if you wanna try and find a provider listed in network, uh, the easiest way to do that is through our website, which is [PII].
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A [PII], that's for the dinner, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They oh my [PII].
[CUSTOMER][NEUTRAL] A um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What's the healthcare that's.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That sounds good.
[AGENT][POSITIVE] Great, is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] Uh, uh, is there a way they can, uh, mail me like a physical card of, of both of those?
[CUSTOMER][NEUTRAL] Yeah, uh, is that something you guys do?
[AGENT][NEUTRAL] Um, let me double check and see if your group does that. Some groups will and some don't. Sometimes it depends upon the providers, so.
[CUSTOMER][NEUTRAL] Oh, that's probably why I never got one then.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me check, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I wonder did I spell that right. That's, there's multi-plan like M [PII] L T I plan, plan.
[AGENT][NEUTRAL] Right, just
[CUSTOMER][NEUTRAL] Oh, I think I probably spent that long.
[AGENT][NEUTRAL] [PII] I M.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The plan
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I, I spelled it wrong. That's why I didn't pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like your group, Mr. [PII] doesn't provide actual physical cards, so that's why you never got it. They only do the email because cards aren't even required, it looks like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, that explained everything.
[CUSTOMER][NEUTRAL] OK, that was it, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That that was.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] I keep saying most time it's.
[CUSTOMER][NEUTRAL] I'm gonna, I'm not able to pull up, let me see, most my plan.
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Try this website. It looks like they changed their their website. Try this, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then type [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] R as in Robert.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I as in India.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] T as in Tom.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] E as in Edward.
[AGENT][NEUTRAL] V as in Victor.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] OK, fine provider, multi-[PII], it says no.
[AGENT][NEUTRAL] Yeah, it says looks like multiplan is now clarity, so I didn't know that they had updated their site, but yeah, click find a provider.
[CUSTOMER][NEUTRAL] Uh let's see.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] All right, uh, I'm glad we figured that out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That provider.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, I to be straight now.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Alright appreciate it thank you so much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh, bye-bye.