AccountId: 011433970860
ContactId: b7d0183a-706d-40db-bb54-c4c5f9ed5c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387359 ms
Total Talk Time (AGENT): 118264 ms
Total Talk Time (CUSTOMER): 111801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b7d0183a-706d-40db-bb54-c4c5f9ed5c7f_20250108T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I live in uh [PII].
[CUSTOMER][NEGATIVE] And I'm the area I live in, I'm having a hard time getting.
[CUSTOMER][NEUTRAL] Getting the guys to accept the card.
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Let me find it.
[CUSTOMER][NEUTRAL] Would it be on the back of the car?
[AGENT][NEUTRAL] Should be on the front.
[CUSTOMER][NEUTRAL] See if I can find it right quick.
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 856.
[AGENT][NEUTRAL] OK, thank you for that. And what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] All right. And so you said that you're having uh a hard time for uh providers accepting the card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what are they saying?
[CUSTOMER][NEGATIVE] They're saying they don't, they don't accept.
[CUSTOMER][NEUTRAL] Basically they're saying that that policy, the policy that I have, they don't accept it.
[AGENT][NEUTRAL] OK, so I mean, unfortunately we have no control as to whether the provider accepts our dental coverage or not. Um, most times they will at least call, you know, APL to verify what your benefits are.
[AGENT][NEUTRAL] You can choose
[CUSTOMER][NEUTRAL] So what do I need to
[AGENT][NEUTRAL] Yeah, there is not a network of providers for your policy. You can basically go anywhere you choose to go.
[CUSTOMER][NEUTRAL] But that's the thing when I go they say they don't accept it.
[AGENT][NEUTRAL] OK. Suggestion, you may wanna have them contact our office.
[AGENT][NEUTRAL] Um, our phone number should be on your card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they may not be familiar with the the type of policy uh that you have.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] But I, I think I tried that and and and they wouldn't do that, but I have, uh, but I can I have you, you, you guys call them when I, when I go over there?
[AGENT][NEUTRAL] We don't generally do that.
[AGENT][NEUTRAL] Um, do you have their phone number?
[CUSTOMER][NEUTRAL] I mean, I, I mean I can look it up.
[AGENT][NEUTRAL] OK, because we generally don't do that.
[CUSTOMER][NEUTRAL] I try
[CUSTOMER][NEUTRAL] I tried about 3 different places when I was at home.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh, and they said they didn't, they didn't uh.
[CUSTOMER][NEUTRAL] They didn't take that that car, that whatever you were.
[CUSTOMER][NEUTRAL] The APA they didn't, they didn't they didn't take that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I got, I, I really need some dental work done.
[AGENT][NEUTRAL] Yeah, I mean we have no control though [PII] unfortunately of whether they take the card or not. um, so the thing would be to, you know, just see if they can contact American Public Life to verify your benefits. They may not be familiar with the policy.
[CUSTOMER][NEUTRAL] What if they
[CUSTOMER][NEGATIVE] OK, they're telling me they don't accept the card. I don't, I mean.
[CUSTOMER][NEUTRAL] OK, I'll try it.
[AGENT][NEUTRAL] Yeah, see if they will contact us and we can verify what your benefit information is and then go from there.
[CUSTOMER][NEGATIVE] But see, here's the thing, when I go in there, they have customers in there and they don't be wanting to do that.
[AGENT][NEUTRAL] OK, well, I mean, that's out of our control. We have, we, there's nothing that we can do about that.
[CUSTOMER][NEUTRAL] They have
[CUSTOMER][NEUTRAL] Well, well, how can I drop this this insurance? Can I just go this coverage because I, I need.
[CUSTOMER][NEUTRAL] I mean, can you just take me off of it?
[AGENT][NEUTRAL] Since it's a group policy, [PII], you will have to cancel the policy through your through universal trucking or UTBA.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So who would I call?
[AGENT][NEUTRAL] Let me give you their phone number. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, [PII] what?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.