AccountId: 011433970860
ContactId: bb3281e5-72a7-4fba-b1a6-ff351bc45fdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225639 ms
Total Talk Time (AGENT): 81287 ms
Total Talk Time (CUSTOMER): 95267 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bb3281e5-72a7-4fba-b1a6-ff351bc45fdd_20250317T14:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] Yes, how you doing miss um, I'm trying to call to, I received a bill and I'm trying to understand why they didn't take care of it. They haven't taken care of it yet.
[AGENT][POSITIVE] I'd be happy to assist with the claim today. um, may I have your policy number?
[CUSTOMER][NEUTRAL] Um, my member number is 023.
[CUSTOMER][NEUTRAL] 138887
[AGENT][NEUTRAL] Your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just pray if you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][POSITIVE] Or you got to see him but that's the one yeah.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] Were you calling in regards to medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, so I'm showing we are, we have your dental coverage, but we received a claim from Labor Dublin for a medical, and that's why it was denied because it's not a dental procedure.
[CUSTOMER][NEUTRAL] I have medical procedure with you all too, so do I need, who I need to talk to?
[AGENT][NEUTRAL] Your human resources department.
[CUSTOMER][NEUTRAL] You understand.
[AGENT][NEUTRAL] I'm not saying you don't have medical.
[CUSTOMER][NEUTRAL] My human resource bro.
[AGENT][NEUTRAL] I'm not saying you don't have medical.
[AGENT][NEUTRAL] Um, Universal Trucking.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, you would, um, so whoever you sign up with your benefits with with Universal trucking, that's who you would speak with because I'm not showing you have that. I'm showing you only have dental and I believe this is life.
[AGENT][NEUTRAL] I'm not showing any medical.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Are you sure I only have dental and life with you all.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] But I went to the doctor not too long ago and they called you. I mean, the last week and they said they verified that I had medical insurance with y'all. So I don't understand this because I called before about that December payment before, and they would say they would, I never mind, I call you UTBS. I'm gonna have to just drop this because I'm, I mean, so y'all telling me I don't have it and I've been paying it for 4 years.
[AGENT][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] Are you um, see, that's why I stated, I'm not saying you don't have medical. I'm saying the medical is not with us. And you just said someone called and verified your medical, but I'm not showing we received any phone calls from anyone and we document everything.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] I guess I call you, but you saying I have dinner with you all about.
[AGENT][NEUTRAL] Yeah, just call them and ask them who the, yes, you have dental in life, so you would just ask them who's my medical? Who do I have medical with?
[AGENT][NEUTRAL] Because it's probably.
[CUSTOMER][NEUTRAL] Whereas my life in you? I mean, cause I don't think the last time that everybody keep telling me my.
[CUSTOMER][NEGATIVE] Last time I called you all, they told me my policy was canceled for some reason.
[CUSTOMER][NEUTRAL] In September.
[CUSTOMER][NEUTRAL] But I have it and then they talked to someone and I'm like, OK, I'll call you TPA.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Sure.