AccountId: 011433970860
ContactId: b4b45e59-5bf9-4a2f-ad4f-248cf3054070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1160020 ms
Total Talk Time (AGENT): 301530 ms
Total Talk Time (CUSTOMER): 163985 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b4b45e59-5bf9-4a2f-ad4f-248cf3054070_20250408T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good. How are you doing?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] I am calling on behalf of SBL Freightliner. Their group number is 24679.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you send me a copy of their policy document that outlines what services are covered and what are not?
[AGENT][NEUTRAL] Um, may I ask, uh, who you are in relation to them?
[CUSTOMER][NEUTRAL] The broker.
[AGENT][NEUTRAL] OK perfect and um what is your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] With [PII]'s benefit.
[CUSTOMER][NEUTRAL] Taking bath and partner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect um and they just wanna have a copy of their master policy, right?
[CUSTOMER][NEUTRAL] Yeah, and there's like a there's like um
[CUSTOMER][NEUTRAL] One pager, couple pager typically that has like most utilized services and it touches on what's covered and what's not.
[AGENT][NEUTRAL] OK, um, I can definitely take a look and see if I can find that um, what is your email address to send this to?
[CUSTOMER][NEUTRAL] So it's [PII], or I'm sorry, our email's changed. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect um I'll send that over to you in the next like 20 minutes, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, if you don't mind, I'll just hang on the phone. This is an urgent for the owner of the company, so I'll just, I'll wait for that if you don't mind.
[AGENT][POSITIVE] OK, sounds great.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have someone on the phone and they say they're a broker but they're not the broker because that's someone else in line and they um work for the same company though. Am I OK to send the master policy to them?
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] 24679.
[AGENT][NEUTRAL] And she's with Pig and Botham, but she, it says [PII] on there.
[AGENT][NEUTRAL] Yes, OK, so even if it doesn't like have her name on it, it's OK.
[AGENT][NEUTRAL] Her name's uh [PII], yes, OK.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Can you help me with something?
[AGENT][NEUTRAL] OK, so this group one's a master policy, but the last time we have one is from [PII] it's still OK, OK, and then they wanted to have a page that has, um, like the most popular.
[AGENT][NEUTRAL] Um, things on their plan, so I'm assuming that's like the proposal.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Like it she said it's like a 3 pager and it has like um most commonly used things on this plan.
[AGENT][NEUTRAL] She received one before.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A brochure
[AGENT][NEUTRAL] I mean,
[AGENT][NEGATIVE] A brochure is customer facing so if they're wanting to show it to the client, but and that's about 3 pages it's not something that's popular. It's just what they have. It's just a matter of fact like it's like.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] To send them it's probably the brochure because the uh proposal is a little bit longer.
[AGENT][NEUTRAL] Might have to go back in time.
[AGENT][NEUTRAL] Let's see if it's in here.
[AGENT][NEUTRAL] Mhm. Uh, from [PII]. You could look in the folder too.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Proposal
[AGENT][NEUTRAL] Uh, yeah, maybe not go back.
[AGENT][NEUTRAL] Just make sure you're rate is not that. That's about 3 pages once you.
[AGENT][NEUTRAL] OK, so this master policy.
[AGENT][NEUTRAL] And maybe just question her.
[AGENT][POSITIVE] For sure like
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] This it's 3 pages.
[AGENT][NEUTRAL] OK, so this is 666, right?
[AGENT][NEUTRAL] And this out of patient.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Patient, out of patience.
[AGENT][POSITIVE] Love that.
[AGENT][POSITIVE] OK, cool.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, cool.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You what?
[AGENT][NEUTRAL] About because I know you do commission.
[AGENT][NEUTRAL] Like the zero balance. Yes.
[AGENT][NEUTRAL] I feel like we need to talk to.
[AGENT][NEGATIVE] Um, sorry, I'm on the hold with someone because they wanna have this right now, but no, you're good, but we sent it to NAS to have them. I created a log in for that guy and said here you can find it all the way to 0 because this went back to [PII]. I'm not gonna sit here and do this all day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK perfect so um I'm gonna send over the master policy um it is gonna be from [PII] but it's still the same policy today and it's still in effect um so I know it may be confusing but it it's the correct one and then um are you wanting the brochure I guess is that kind of the three pager that you were thinking about?
[CUSTOMER][NEUTRAL] Yeah, I, I, I think, I mean, I can look at it after you sent it and see what it is. But let me ask you now that you're looking at the master biopsy, um, are co-pays covered?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me take a look at that.
[AGENT][NEUTRAL] I wanna say no, um, typically not but I can always transfer you over to someone in our claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you want me to send this over to you and and make sure that that's the correct one that you were wanting?
[CUSTOMER][NEUTRAL] Yes, that's correct and then if if you're not sure what it is then after that you can transfer me if you need to.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, OK, perfect, perfect, um, it was just sent to you um and then I will transfer you over to someone in our claims, OK?
[CUSTOMER][POSITIVE] Oh, give me one second. Let me receive it first, make sure it's to the right email and then because I don't wanna have to call back. Thanks though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It hasn't been received yet.
[AGENT][NEUTRAL] So the, the master policy is 42 pages, so it might take a little bit of time.
[CUSTOMER][NEUTRAL] So that's um
[CUSTOMER][NEUTRAL] Um, it shouldn't. I have a, um,
[CUSTOMER][NEUTRAL] Yeah, that, that typically doesn't matter.
[CUSTOMER][NEUTRAL] I deal with carriers all day long and they send me lengthy policies and spreadsheets and all sorts of things so.
[CUSTOMER][NEUTRAL] Typically takes just a minute.
[AGENT][NEUTRAL] Hey [PII], also while I have you on the line, I did confirm, um, just so I don't have to transfer you over, we do not cover copays.
[CUSTOMER][NEUTRAL] OK, so co-payments are not covered, um, but if a diagnostic test, right, like an MRI is completed in a freestanding facility, that would be covered, correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, let me double check on that one, OK? Um, you, I'll just put you on mute and then that way when if you do receive the, um, email, I'll still hear it, OK?
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] Did you end up receiving it?
[CUSTOMER][NEUTRAL] I sure did.
[AGENT][NEUTRAL] OK, perfect. Um, and so I'm looking at the um proposal that we sent over to you uh last April and in one of the covered outpatient services it says diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] Correct, so that's included, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Co-payments for office visits would not be included, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Well, I appreciate your help. That's what I thought but I wanted to make sure.
[AGENT][POSITIVE] Yeah, OK, well I'm glad I was able to help and and let us know if we need it if you need anything else.
[CUSTOMER][POSITIVE] Awesome thank you [PII] you're great have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye.