AccountId: 011433970860
ContactId: baba6836-0c9e-4f4e-b33a-bfe5d83ded05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372589 ms
Total Talk Time (AGENT): 236342 ms
Total Talk Time (CUSTOMER): 84259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/baba6836-0c9e-4f4e-b33a-bfe5d83ded05_20250303T20:15_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] Yes, ma'am. My name is [PII] and I have a, have a demo through you guys and I was calling because I'm kinda concerned because I just went to the dentist and uh
[CUSTOMER][NEUTRAL] They just told me that you guys only cover $1500 that's it?
[AGENT][NEUTRAL] OK, Mr. [PII], can you have a question regarding what your max benefit on your dental policy is?
[CUSTOMER][NEUTRAL] Yes, yes. Who do I need to talk to?
[AGENT][POSITIVE] Yes, sir. I can. Yes, sir, I can help you with that. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] 6080 0 wait a minute.
[AGENT][NEUTRAL] Right now, that's a payer that's our electronic payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 02.
[CUSTOMER][NEUTRAL] 300241
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up. Then once I do, I will have to verify several things with you first for security and also any information that is provided, Mr. [PII] will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your
[CUSTOMER][NEUTRAL] Unless you got unless you guys need my wife's number.
[AGENT][NEUTRAL] Uh, no, so we have your phone number the one you had given me, and then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. So this policy that you have through with APL is through your employment with Tank Star. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] So again, Mr. [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. So on this policy, yes, sir, your calendar year maximum benefit for covered insured for covered services is $1500.
[AGENT][NEUTRAL] And you have a calendar year deductible of $50 per covered insured.
[CUSTOMER][NEUTRAL] OK, now, that's kind of strange with the amount of money I'll pay, but anyway, OK, that's what I was checking because that's what they just told me and they said my out of pocket is gonna be like 5000 after the, after you guys pay your part, and then my wife's gonna be like 6000.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, so that is the maximum benefit on this policy for covered services.
[CUSTOMER][POSITIVE] So that's the best cause I asked them when I got this whether it's the best policy and they said yes.
[AGENT][NEUTRAL] Now you enrolled through the Universal Trucking Benefits Association or UTBA?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] So regarding any other plan options that may be available to you through your employer, you would have to speak to someone at UTBA regarding that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll be happy to give you their phone number if you don't already have it.
[CUSTOMER][NEUTRAL] OK, hold on just a sec.
[AGENT][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] And then while you, yeah, I'll wait till you come back.
[CUSTOMER][NEUTRAL] OK. What's the number?
[AGENT][NEUTRAL] OK. So the number for UTBA is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now as long um since your policy is active currently with APL, have you ever set up your profile, Mr. [PII], in our portal so you can have access to your ID cards and all of your policy information online?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, I have going to email you. I just actually did emailed you the instructions on how to set up that profile and if you would like um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, the email is gonna come from [PII], and I did put APL online service center in your subject line so that that's easy to recognize is not being junk mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now would you like for me to connect you to UTVA?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][POSITIVE] OK, I'll be happy to do that. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you so much then for calling APL and I hope you have a very nice and safe afternoon.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] For groupy TVA.
[AGENT][NEUTRAL] Hi, who am I speaking with? This is [PII] at APL.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, it doesn't even sound like you, but OK. All right, well, it's me again and I have another insured on the line. Um, this gentleman is with Tank Star. His name is [PII].
[AGENT][NEUTRAL] And he was calling uh to get some benefit information from me uh about the coverage he has with APL and he's wanting to see if there are any other options for his employer. It seems like they're gonna be having some.
[AGENT][NEUTRAL] Expensive dental work?
[AGENT][NEUTRAL] To incur and um so yeah, he's questioning anything else that might be available to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you so much. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] All right, bye bye.