AccountId: 011433970860
ContactId: ad7358e0-82c1-4866-9c6b-a2d3279e2d04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696929 ms
Total Talk Time (AGENT): 390324 ms
Total Talk Time (CUSTOMER): 218705 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ad7358e0-82c1-4866-9c6b-a2d3279e2d04_20250218T21:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Great, my name is my name is [PII] and I'm trying to find out it's a, a physician I'm trying to switch over to and I'm just trying to find out if he is in network.
[AGENT][NEUTRAL] OK, so you you, excuse me, [PII] you have a question regarding a network provider, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, well, I can partially help you. I will be able to direct you as to who you would need to speak to, but first I'll need to pull your policy information up and verify some things with you for security. So first off, you [PII], what is your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] My policy number would be.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02283452
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Oh, well, well, I got 2.
[CUSTOMER][NEUTRAL] I got 2 different ones.
[AGENT][NEUTRAL] OK, are you, what?
[CUSTOMER][NEUTRAL] I got one for
[AGENT][NEUTRAL] What type of provider? Is this for medical, dental? What type of?
[CUSTOMER][NEUTRAL] It, yeah, yeah, like a, like a primary care. I got that number. That number is 2, I mean it's 02283629.
[AGENT][NEUTRAL] OK, so just one moment please.
[AGENT][NEUTRAL] OK, so first off, um, Mr. [PII], as I stated before, I will need to verify several things with you for security. So if you could first verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] My home mailing address is, oh, I have moved since then. I'm gonna see if uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll need to verify what we have on file before I can update it.
[AGENT][NEUTRAL] I can't change it with, yes, I have to be able to verify this information first.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, no, sir.
[CUSTOMER][NEUTRAL] OK, what is it, uh, is it [PII]?
[AGENT][NEUTRAL] OK. And is there any
[CUSTOMER][NEUTRAL] Zip code [PII]?
[AGENT][NEUTRAL] OK, thank you. That is what we have on file for you. Is that your correct address?
[CUSTOMER][NEUTRAL] Oh, that's another mailing address, but I can give you uh up to date one if you wanna take it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I, once we finish verifying your information, if you want me to update the address, I can do that and then I will also direct you as to who else you will need to update that with. So first off, the phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] It is um you.
[CUSTOMER][NEUTRAL] Being
[AGENT][NEUTRAL] OK, we got, we have something different.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Oh, OK, [PII]?
[AGENT][NEUTRAL] Yes, sir. That is what we have on file for you. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off on your address, do you want that updated from the [PII]?
[CUSTOMER][POSITIVE] Yes, you can you can update it, yes.
[AGENT][NEUTRAL] OK, so what is your new address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, uh-huh, OLG, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OLD, I'm sorry. I want to make sure I have the great old like, well, like I am old. Oh, I am old. OK.
[CUSTOMER][NEUTRAL] And there's [PII]
[CUSTOMER][NEUTRAL] Yeah, oh, yeah. Mhm.
[CUSTOMER][NEGATIVE] No, no, no, no, like I'm old. It's OLD.
[AGENT][NEUTRAL] OK. And [PII], correct?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK. And what's the city?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Uh-huh. The zip code?
[CUSTOMER][NEUTRAL] [PII], I mean I'm sorry [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII] yeah.
[AGENT][NEUTRAL] OK. And then your [PII] is still a valid email for you?
[CUSTOMER][NEUTRAL] Yeah, yeah, you can leave that.
[AGENT][NEUTRAL] OK, now I do have another question for you, Mr. [PII]. Have you ever set up your profile in the APL online service center where you can have access to all of your information online?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And your ID cards. You have not.
[CUSTOMER][NEUTRAL] No, I, I have it.
[CUSTOMER][NEUTRAL] Uh uh oh, I have.
[AGENT][NEUTRAL] OK, well I have a user guide for that gives you the instructions on how to set that up and also the different things that you can do once your profile is set up so I can email that to you if you'll give me just a moment I'll go ahead and do that.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the email that you're gonna receive is going to come from care team at [PII] and I did put APL in your subject line.
[AGENT][NEUTRAL] So that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now, on this limited benefit plan that you have with APL, Mr. [PII].
[AGENT][NEUTRAL] Uh, you are, this is not a network plan, which means that you can choose any provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To go to.
[AGENT][NEUTRAL] And again, any information that I provide you on your benefits would be a verification of benefits and not a guarantee of payment, but this again is not a network plan that you're enrolled in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, uh, so basically the new doctor that I wanted to go to, uh, this reception said they never heard of, uh, APL. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What do I need to do to make sure I'm able to go there and.
[AGENT][NEUTRAL] They would, you can just provide, I mean, you would need to provide them with our phone number and also your policy number they can call to verify any benefits or eligibility, and we could, you know, we could verify that this is not a network plan with them and again any information that we provide for them as well would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if they're questioning network, this is not a network plan.
[CUSTOMER][NEUTRAL] OK. So, so it, hold on.
[CUSTOMER][NEUTRAL] So if I go, so you're saying not guarantee a payment, so that means.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] That I could go there.
[AGENT][NEUTRAL] That's for any claim though. Well, that's for any claim, Mr. [PII]. We can't guarantee payment over the phone of any type of service. We have to receive the, all the required. That's just, that's our disclaimer. Yes, sir.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] 000, OK, I get what.
[CUSTOMER][NEUTRAL] I, I get what you said. I thought you were saying like, yeah, you could go there, but hey, whatever you have done, we may not pay it out.
[AGENT][NEUTRAL] Well, you know, I mean, there's always that possibility, but we would have to receive all of the claims information for review. So again, that's, that's our disclaimer, our legal disclaimer that we have to provide any time we discuss.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] You know, benefit information.
[CUSTOMER][NEUTRAL] OK, so it is not a in net it's not a a network program.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All they have to do, all they have to do is call you guys for verification that I am who I am and I do have some type of coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK cool all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, now, um, since we have updated your address, I see that you're employed through [PII] and [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So the agency that you enrolled for your insurance with was the Universal Trucking Benefits Association or UTBA?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They will also need to get your address updated. I can give you their phone number, Mr. [PII], and then I can also connect you with one of their representatives, but just in case for some reason our call were to get disconnected during the transfer, you could call this number directly to update that with them as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK cool that'll work.
[AGENT][NEUTRAL] OK, so, um, let me know when you're ready and I can give you their phone number.
[CUSTOMER][NEUTRAL] Hey, let me ask you this, are you able to, I'm, I'm up here working. Are you able to email it to me just in case?
[AGENT][NEUTRAL] Yes, so I can email you their phone number mhm and then I'm I can also transfer you.
[CUSTOMER][POSITIVE] OK, yeah, cool.
[CUSTOMER][POSITIVE] OK, cool, great, that'll work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So I will send that and that will, that email with that phone number is also gonna be coming from, excuse me, [PII] and I will put UTBA phone number in your subject line along with APL.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I could help you with, Mr. [PII], before I connect you over to UTBA?
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] No, ma'am, that's it. That'll work. You've been more than helpful.
[AGENT][POSITIVE] OK. Well, well, it was my pleasure in helping you today. So if that's all then that I can help you with, thank you again for calling APL. I hope you have a very nice and safe evening and if you'll give me one moment, I will get you transferred.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. So one moment.
[CUSTOMER][NEUTRAL] Thank you for calling ETDA. Our normal business hours are Monday through Thursday, [PII] and Friday [PII] Eastern Time.
[CUSTOMER][NEUTRAL] If you know your price extension you may dial it at any time.
[AGENT][NEUTRAL] OK, so Mr. [PII], um, unfortunately at the moment it's going to their voicemail, but I didn't want to just release your call into the voicemail. Um, would you like for me to transfer you back over and you can leave them a message for someone to give you a call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you, I got the, uh, you, you emailed me that number. I'll make sure I get it done.
[AGENT][POSITIVE] Yes I'm fixing yes sir I'm fixing to email that to you in just a moment. Yes sir, you should have it in just the next couple of minutes.
[CUSTOMER][POSITIVE] OK, cool. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome. So again, if that's all I can help you with, thank you so much for calling APL and have a wonderful evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.