AccountId: 011433970860
ContactId: b38b7047-3f31-4f52-991e-3dcaff9f4d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 817940 ms
Total Talk Time (AGENT): 378021 ms
Total Talk Time (CUSTOMER): 336152 ms
Interruptions: 10
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b38b7047-3f31-4f52-991e-3dcaff9f4d62_20250605T17:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] I, I have a, uh, uh, uh, a policyholder. I'm an agent. I have the policy holder on the my other phone with me and he's been trying to call there. He needs assistance in filing a claim.
[CUSTOMER][NEUTRAL] I, uh, he, he never got his cards or his policy with his cards in it on it's on the HI 10.
[CUSTOMER][NEUTRAL] I need an email of my of my card. Do y'all do an email of this card?
[AGENT][NEUTRAL] Um, he can, OK, so you're the agent and there's an insured that says he's not received his information yet?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][POSITIVE] OK, so I can try and help you with this. Mhm.
[CUSTOMER][NEUTRAL] And he's fixing to have a.
[CUSTOMER][NEUTRAL] Well, we've been, I've been on hold for I don't know how long he did and then he called me and I called too, but I just, uh, he, he's on the other line.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so yes sir I can try and help you first. I'll have to verify some information with you and then I'll have to verify some information on the member. So, um, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII]. I'm with Capital Group Health Services.
[CUSTOMER][NEUTRAL] And I'm just trying to help him get uh.
[CUSTOMER][NEUTRAL] You get his uh policy duplicate policy sent with his cards and uh how how how does he is he.
[CUSTOMER][NEUTRAL] How can he file a claim without having the cards?
[AGENT][NEUTRAL] OK, so for
[AGENT][NEUTRAL] OK, so I can't answer any of that for you yet, um, Mr. [PII], until I can pull up the member's information and see what I'm looking at. So what is your callback number?
[CUSTOMER][NEUTRAL] I guess, OK, alright.
[CUSTOMER][NEUTRAL] Um, it's uh [PII]. That's, uh, uh, Universal Trucking Benefits Association.
[AGENT][NEUTRAL] OK, so you're with Universal Trucking, OK, and then what is the insured's um full social?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. You get that?
[AGENT][NEUTRAL] And what is the insured's name?
[CUSTOMER][NEUTRAL] What is the what? [PII]
[AGENT][NEUTRAL] OK, so I will need to verify several things first for security. So first off, um, Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the best phone number that we would have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] A new which is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you very much for um verifying all of your information. Now, Mr. [PII], I see that you have previously set up your profile in our portal called the online service center.
[AGENT][NEUTRAL] Where you can log in and have access to your ID cards and all of your policy information. Now there was a change made to our portal over this past weekend, so you would have to set up a new profile when you go to the log in page instead of logging in like you did before, you will see where it says to create an OSC account.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So you would just select that.
[AGENT][POSITIVE] To set up your new profile to give you access. Now I'll be happy to email you the ID cards we did mail those to you last year on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, all of your information, ID cards and policy are in your portal.
[AGENT][NEUTRAL] They give me just some
[CUSTOMER][NEUTRAL] And what is the website to the portholes?
[AGENT][POSITIVE] Uh, it's secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, what is it?
[AGENT][NEUTRAL] The first word is [PII] word.
[CUSTOMER][NEUTRAL] Hold on, what is it?
[AGENT][NEUTRAL] The first word of the website is secured.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] I, I can't hear you, man. Secured.
[CUSTOMER][NEUTRAL] Oh, secured, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII]. That's all I heard so far.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] What did she say? It's secure. Amub. you spell that [PII]
[CUSTOMER][NEUTRAL] [PII], OK, [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I see it right there. All right.
[AGENT][POSITIVE] Mhm. That's correct. Yes.
[AGENT][NEUTRAL] Except you're not gonna select log in you're gonna have to do the create OSC account that's right below that because due to the changes over the past weekend you're gonna have to set up a new profile.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So create your OSC.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] That's the one.
[AGENT][NEUTRAL] That's the one you're gonna select.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So give me just a moment.
[CUSTOMER][NEUTRAL] It select.
[CUSTOMER][NEUTRAL] Wait, I was, I see, hold on.
[AGENT][NEUTRAL] OK, so do you, OK, now you're gonna have to click on the button that says create new profile or create log OSC account.
[CUSTOMER][NEUTRAL] I did that. I did that and it says agent or broker agency, group, insured, or provider.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] OK. You're an insured.
[AGENT][NEUTRAL] Click next. Once you select that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're gonna enter your the three places that have the red asterisk, so that's gonna be your last name, your email address, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, SSN number.
[CUSTOMER][NEUTRAL] I could do I need to put that? No, I don't think so.
[AGENT][NEUTRAL] No, sir. Again.
[AGENT][NEUTRAL] Only fill in the boxes that have the 3 asterisks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, is it a quicker way to get to my year date? Oh, I gotta go all the way back?
[AGENT][NEUTRAL] No, sir. It isn't.
[AGENT][NEUTRAL] Yeah, no, sir.
[CUSTOMER][POSITIVE] Well, now once you get once you get in there, you just hit log in and it's a lot quicker.
[CUSTOMER][NEUTRAL] OK. And you're gonna send me a copy a copy of my.
[AGENT][NEUTRAL] Yes, so there's so many.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm at 20.
[CUSTOMER][NEUTRAL] 14 right now. Keep going.
[CUSTOMER][NEUTRAL] which
[CUSTOMER][NEUTRAL] I'm like [PII].
[CUSTOMER][NEUTRAL] So you did send me a copy of my uh medical cards email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I haven't because I was helping you set up your profile, but I'm going to. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] But this seems like it's gonna, it's gonna be the longest farest one your date and version.
[AGENT][NEUTRAL] Uh, I'm sorry. I didn't understand what you said, Mr. [PII].
[CUSTOMER][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I'm down to 85.
[CUSTOMER][NEUTRAL] OK, I'm in the [PII] and close.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got to be easy
[CUSTOMER][NEUTRAL] You'll be able to scroll down to it. No, you can't, you gotta go through stuff you get, yes.
[AGENT][NEUTRAL] So Mr. [PII], I, I just, I went ahead and just sent you the email that has your ID cards and I also attached a copy of the user guide for the online service center, the updated portal. So I put that both things in one email and that email that you're gonna get is gonna come from [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL in your subject line. Now you should have it in just a minute or so if you haven't already received it. If you don't see it in your inbox in just in a few minutes, you might wanna check your junk or spam folder.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think it will go there, but if you, again, haven't seen it in your inbox.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Then I would definitely check that.
[CUSTOMER][NEUTRAL] OK, I see, let me see.
[CUSTOMER][NEUTRAL] What's this
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And download this.
[CUSTOMER][NEUTRAL] And then I see download that.
[AGENT][NEUTRAL] And then if you have any questions on your benefits or filing claims then you would speak to web TPA about that.
[AGENT][NEUTRAL] And their information is also on your ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I got it.
[CUSTOMER][POSITIVE] Yeah, yeah, I believe I have it. OK, alright, thank you. Alright, thank you.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else I can help you all with today?
[CUSTOMER][NEUTRAL] I think that's it right, [PII]?
[CUSTOMER][POSITIVE] Alright buddy, well, we'll talk to you later. Thanks. Good luck with it. Alright.
[AGENT][POSITIVE] All right. Well, thank you both for calling APL and I hope you both have a nice and safe afternoon.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] He hung up and I won't apologize the way that happened, but he, he, it was weird.
[AGENT][NEUTRAL] That's OK. That's, I mean, you know, unfortunately, we are real, we're just real busy and, you know, I'm sure that the call times are a little longer, but um I've gotten that information sent out to him. And then tell me one more time, did you say your first name is [PII] or [PII]?
[CUSTOMER][POSITIVE] Yeah, I appreciate.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] [PII] There's two of us.
[AGENT][NEUTRAL] OK, that, OK. All right. Well, I thought that's what you said, but I just want.
[CUSTOMER][NEUTRAL] There's a 3rd and I'm a junior.
[AGENT][POSITIVE] Oh goodness, well, that ought to make things interesting around there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well it does and hey, it was real interesting setting up a uh portal because.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, sir. Well, it just makes it, it is, everyone has to set up a new portal, but we made some security upgrades and everything. And, you know, um, so it's just those, it's just those growing pains of getting through that initial, having to do it again. But.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] I know. Well, I got mine set up. I got mine set up. I'm.
[AGENT][POSITIVE] Oh, well, great.
[CUSTOMER][NEUTRAL] I, I might say that, yeah, but I, I really do, I really do appreciate that, and I won't apologize, but he made me call because he kept saying he couldn't get through, he couldn't get through.
[AGENT][POSITIVE] Perfect. All right then.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, I'm not, I.
[CUSTOMER][NEUTRAL] And he's on my office phone and I'm on my cell phone talking to you so it was real difficult and then you then you answered to go through, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, so I don't, I don't, uh, you know, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I don't, I don't know [PII], but we got him taken care of, so that's all that matters, [PII]. I mean, he's, he should be good to go and he set up in his portal and again, I did, he, he did get my email with his ID cards, so.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah. So,
[AGENT][POSITIVE] Anyway, that's all good. OK. Well, can I help you with anything else?
[CUSTOMER][POSITIVE] Alrighty then.
[CUSTOMER][POSITIVE] Alright thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] No, that's that you, I won't bother you with this one again if he calls back. I'm just not calling you.
[AGENT][POSITIVE] Uh, no, we're here to help in any way that we can. So you just reach out to us.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I know alright I appreciate it.
[AGENT][POSITIVE] OK, [PII]. Well, have a great afternoon. You're very welcome. Yes, sir, and thank you again for calling ATL. All right. Bye bye.
[CUSTOMER][POSITIVE] Mhm thank you. You too. OK.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.