AccountId: 011433970860
ContactId: b08a9017-92d3-4ee4-b39f-d379e9a24313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329339 ms
Total Talk Time (AGENT): 129297 ms
Total Talk Time (CUSTOMER): 166688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b08a9017-92d3-4ee4-b39f-d379e9a24313_20250109T21:26_UTC.wav
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[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, this is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hey, how you doing today?
[AGENT][POSITIVE] I'm doing wonderful thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] I'm OK. Hey, you know, a while back I was trying to find a primary doctor, right? And, uh, what the lady, she emailed me a list of um primary doctors that, that, that you guys, uh, work with, right? And, uh, somehow the email got erased or lost. I'm, I've been looking through it. I can't, I've been looking for for for hours upon hours and can't find it. Could you reem email me that, uh, list of doctors in in in [PII] area?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] area.
[AGENT][NEUTRAL] Yeah, let me, let me do my best for you there my friend, um, do you have your policy number handy with us today?
[CUSTOMER][NEUTRAL] Uh, give me, give me, let me look. I got my cards. I just pulled up stuff the cards right here. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh on the card it says here.
[CUSTOMER][NEUTRAL] It's on the card it says number. Let me look at little blind here. Let me see. OK, it says group number APL. OK, no, that's not the one.
[CUSTOMER][NEUTRAL] Uh, what number do you need? 8, OK, member number, member number 0.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 96612
[AGENT][NEUTRAL] And could you verify for me your.
[AGENT][NEUTRAL] First and last name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is my date of birth is on [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much, [PII]. And could you verify for me your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and hang tight with me one second.
[CUSTOMER][NEUTRAL] [PII] zip code?
[AGENT][NEUTRAL] Thank you and then can you verify for me your email address on file?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII], is that the one?
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Yep perfect thank you.
[CUSTOMER][NEUTRAL] That's the only one I got.
[AGENT][NEUTRAL] And let me take a look.
[CUSTOMER][NEGATIVE] You send me an email with all the primary and I, I, I can't seem to find it. I mean, I'm looking high and low for it. I've been all the way until last year. I can't find where the hell it could be at.
[AGENT][NEUTRAL] OK, yeah, we'll do our best to find it for you. And were you looking, I guess, particularly for, you said for primary insurance?
[CUSTOMER][NEUTRAL] No, a primary doctor in my area.
[AGENT][NEUTRAL] Yes, I'm so sorry. That's, I guess what I was meaning to say, my
[CUSTOMER][NEUTRAL] She, she found she had me a list of doctors I can just, yeah, she had me a list of doctors I can go to that you guys were approved for. I, I just wanna basically some uh blood work and checkups and things like that, you know, I just want to go in for something simple to check myself out.
[CUSTOMER][NEUTRAL] I've been meaning to do it for the last couple of years. I just haven't done it, huh.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] So I think I could look up for you um.
[AGENT][NEUTRAL] If you were needing like dentists, um, I can see that information, but the, your other plan, your hospital indemnity policy, um, all of your benefits are
[CUSTOMER][NEUTRAL] No, I, I
[AGENT][NEUTRAL] Through UBTA and then all of that is paid through web TPA and so I'd be hesitant to be the one to refer you to someone if we don't process any of the information that comes through.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh. No.
[CUSTOMER][NEUTRAL] I'm this faring please.
[AGENT][NEUTRAL] No, you're OK. I would definitely recommend that you reach out to the Universal Trucking Benefits Association, the UTBA, and see if they would be able to recommend um providers for you to see.
[AGENT][NEUTRAL] Um, but where we don't
[CUSTOMER][NEUTRAL] That was maybe who I went with cause I, I'm, I'm looking for the uh.
[CUSTOMER][NEUTRAL] Or just the list cause she sent me a, she sent me an email, she actually emailed me a
[CUSTOMER][NEUTRAL] Emailed me a um
[CUSTOMER][NEUTRAL] Emailed me a list, a list, right? So I'm just like one I lost, I can't seem to find the email, you know, I'm looking, I'm looking up until last year. I can't seem to find the one she sent me. I'm just trying to find, you know, the email she sent me so I can, you know, go ahead and make a call to, you know, actually, you know, uh, uh, you know, the email I I had a girl picked out at [PII]. I, I talked to her. I was gonna, I meant to go in there and I can't find the email now. I meant to even go over there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, like maybe 4 or 5 months ago. I, I never made it over there. I got busy working.
[AGENT][NEUTRAL] I understand that that happens to the best of us. Yeah, I definitely would recommend I can give you the contact number for UBTA if you want my friend. I just would be hesitant to be the one to refer you if we're not processing the claims.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I would, I would love to have that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, what, what's the number to this? What's the number?
[AGENT][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it. I'll call [PII]im now.
[AGENT][POSITIVE] Yeah, it's my pleasure and you have such a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] All right, same to you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.