AccountId: 011433970860
ContactId: c15c100e-6604-45db-9ac6-589ef27d0713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475959 ms
Total Talk Time (AGENT): 153339 ms
Total Talk Time (CUSTOMER): 192931 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c15c100e-6604-45db-9ac6-589ef27d0713_20250516T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Um, my name is [PII].
[AGENT][NEUTRAL] I'm fine and you?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um I was calling about my policy, um, I had added my kids on my, on my policy about it had been like last year sometime.
[CUSTOMER][NEUTRAL] And my son is at the doctor right now trying to get something done to his hands and I don't know if it's, uh, I don't I don't know my, my child, my kid's mother, I'm on the road. I'm driving, you know, I'm, you know, I'm on the road, um, in a truck, but um they they basically saying like.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That like my kids aren't added and I was just trying to see did did the number change or.
[CUSTOMER][NEUTRAL] Did I get some new cards in the mail or anything or?
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, what is the member? Hold on, which one, which one do you need the policy or the member number?
[AGENT][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] I have 2 of them.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] 1637.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII] and my email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Oops, uh, give me one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you contact UTBA to have your uh children added?
[CUSTOMER][NEUTRAL] Oh no ma'am, I already, they're supposed to been added already like last year. I've done this last year because my, my price what I was paying the insurance had changed because when I added them it it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, um, it went up to like another $40 I think for my 3 kids.
[AGENT][NEUTRAL] OK. Oh, I see your children on the medical policy. Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] [PII], yes, sir. I do show them on the policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But you said you
[CUSTOMER][NEUTRAL] do I get, do I have a new.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Like, I have some new car.
[CUSTOMER][NEUTRAL] I'm sorry. I'm saying that I have like once they were added and it became effective, did I have some like new num did the numbers change or did I have some new cars or anything coming in or?
[AGENT][NEUTRAL] Uh, the policy didn't change, but let me see as far as your card.
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] Oh, I'm trying to pull up a car, but it doesn't look like um.
[AGENT][NEUTRAL] Because I would think the cars will have like um employee and children.
[AGENT][NEUTRAL] Or a single parent, but.
[AGENT][NEUTRAL] Trying to pull up the card. Give me one moment, I'm sorry.
[CUSTOMER][POSITIVE] You right, you're right.
[AGENT][NEUTRAL] I should, I don't know because I'm trying to pull up the card, but usually on a card it would say like uh not each person's name on the card is covered, but it should say like um policyholder and children or dependents, but um.
[AGENT][NEUTRAL] I don't see that any other cards have been sent, but go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Like when I start
[CUSTOMER][POSITIVE] No, you're good. I was just gonna say like when I started my insurance, I had it like over a year or so before my kids was was added.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know, you know, I remember it being last year sometime, and when I added them, I was thinking it was gonna take effective immediately, but he was like it was gonna take like 3 months, so.
[CUSTOMER][NEGATIVE] I know, you know what I'm saying, but I know I've been paying for my children or my insurance, that why.
[CUSTOMER][NEGATIVE] And my son is he had a like a medical center now like his hand is breaking out with something.
[AGENT][NEGATIVE] Mm, poor kid.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't know.
[AGENT][NEUTRAL] Um, and did they?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Did they say that they called our office and we said that they were not covered?
[CUSTOMER][NEUTRAL] No, I don't think they really call. No, no, ma'am, uh, nobody haven't called, but my, my kid's mother, they, you know.
[CUSTOMER][NEGATIVE] I've seen like she has the cards too, like a copy of the cards and she just called me trying to see what's going on, why, like why it's not working. I'm just, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you know, I just called and trying to see what's going on or.
[CUSTOMER][NEUTRAL] Did the numbers change or?
[CUSTOMER][NEUTRAL] Uh, what's going on?
[AGENT][NEUTRAL] Uh, no, sir. I do, like I said, I do show um them on the policy. So only thing I can suggest is you can ask them to give us a call and that way we can verify eligibility, but there should be a number on the card for the provider to call web TPA for any kind of benefits.
[AGENT][NEUTRAL] But they can definitely call for eligibility, and we can verify that they're on the pla[PII]
[CUSTOMER][NEUTRAL] So can I, can, can I give you, is there any kind of way, can I give you a number to call? Like if I was to give you.
[CUSTOMER][NEUTRAL] Like my kid's mother number, like to get, like, you know.
[CUSTOMER][NEGATIVE] Or it won't, it don't work like that.
[AGENT][NEUTRAL] Uh, no, sir. I don't work like that though, but um.
[AGENT][NEUTRAL] I would say you can definitely call her and just ask them, uh, tell her to have the providers called our number so we can verify eligibility. And what's your son's name that they're wanting to verify benefits for, just to make sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir. They can just give us a call and we can verify that he is covered as of [PII].
[CUSTOMER][POSITIVE] Alrighty, um.
[CUSTOMER][NEUTRAL] Call this number and then give her my policy number again and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That'll be it
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright thanks alright thank you.
[AGENT][POSITIVE] Yes, alright, you're welcome. uh, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] All right thanks all right.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][NEUTRAL] Mhm