AccountId: 011433970860
ContactId: c79e6e80-ec41-4970-9cca-c22048f46785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 746190 ms
Total Talk Time (AGENT): 280977 ms
Total Talk Time (CUSTOMER): 299421 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c79e6e80-ec41-4970-9cca-c22048f46785_20250502T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] Um, my policy number is 02599329.
[AGENT][POSITIVE] Thank you, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Water Street extension.
[CUSTOMER][NEUTRAL] Apartment number 3.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is my [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. All right, and how may I assist you today?
[CUSTOMER][NEUTRAL] OK, so my daughter has been trying to
[CUSTOMER][NEUTRAL] Schedule a few appointments with uh a couple of doctors.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they're telling her that they don't accept your insurance.
[CUSTOMER][NEUTRAL] When she is told another representative from
[CUSTOMER][NEUTRAL] You guys
[CUSTOMER][NEUTRAL] And she was informed that
[CUSTOMER][NEUTRAL] All providers take your insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I don't find that to be accurate because
[CUSTOMER][NEUTRAL] Certain doctors, like, you know, medical doctors, dentists, and visions, uh, they have to be contracted with a certain insurance company.
[CUSTOMER][NEUTRAL] So, what she needs to know and what I need to know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I had told her to ask for a certain network.
[CUSTOMER][NEUTRAL] Uh, different doctors that you have.
[CUSTOMER][NEGATIVE] And she was told that she didn't go to any doctor, that you don't even have a network.
[CUSTOMER][NEUTRAL] I need, I need some verification on what do we need to do so she can go see a doctor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. um, Mr. [PII], how many doctors she has tried to visit? It's just that one?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] No, she has tried to.
[CUSTOMER][NEUTRAL] Get with a PCP
[CUSTOMER][NEUTRAL] Um, and a
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Therapy specialist.
[AGENT][NEUTRAL] Therapy specialist.
[CUSTOMER][NEUTRAL] For like uh mental.
[CUSTOMER][NEUTRAL] Jesus.
[AGENT][NEUTRAL] OK, yes, OK, OK.
[AGENT][NEUTRAL] So it's for the hospital indemnity plan, not for the dental. Let me go ahead and pull the hospital indemnity.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is, you said for physical therapy. So it's not like for um
[AGENT][NEUTRAL] Behavioral health or anything like that.
[CUSTOMER][NEUTRAL] No, not, not physical therapy for.
[CUSTOMER][NEUTRAL] Yeah, it's for more for behavioral health, physical therapy.
[AGENT][NEUTRAL] Behavior how.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Bear with me just a second because I know that um
[CUSTOMER][NEUTRAL] Like seeing a psychiatrist or something.
[AGENT][NEUTRAL] Got you. Mhm. Yes. Um, let me check the benefits on this one, which is a different policy number, but, um, let me check because Universal Trucking has another company that they work with behavioral health as well. So let me check and see if it's covered through us on that one, OK?
[AGENT][NEUTRAL] And more than likely the, the information that she received was from the dental and that's why they were, you know, she was told that there was no network and all that stuff. OK, so, um, because then the policy number you gave me in the beginning, it was the dental, OK. So bear with me, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So this one in particular, and this is not a guarantee of payment, just a verification of coverage. So this one in particular is a limited policy. This is not a major medical, so there is no network on this one. the, the one, this one covers like if she goes to a psychiatrist, it will cover that visit, the specialist office visit at $75 per day up to 6 days per year.
[AGENT][NEUTRAL] Um, again, this is an indemnity amount, so that is a flat amount that we pay, um.
[AGENT][NEUTRAL] But again, I'm not sure if she has another policy that covers behavioral health with another company through universal trucking. So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me bear with me just a sec.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I, I, I had requested before.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The insurance, the insurance cards for the actual.
[CUSTOMER][NEUTRAL] Health coverage, not what I'm seeing here for APL.
[CUSTOMER][NEUTRAL] But I was told that what I what I see for
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, the group the group hospitality was my, was my medical benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, which is a limited policy. Mhm.
[CUSTOMER][NEUTRAL] So whoever I spoke with.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So, the, the, the group hospital amenity.
[CUSTOMER][NEUTRAL] That's the actual medical benefits.
[AGENT][NEUTRAL] This is, let me tell you what this one covers.
[CUSTOMER][NEUTRAL] Or is
[AGENT][NEUTRAL] OK. As far as like admission, like if you're hospitalized for admission, if you have um the days that you're confined in the hospital, um, so you have an admission benefit of $1000 you have confinement benefit of $600 up to 30 days um for hospital confinement, you have intensive care unit $1200 up to 30 days, uh, rehabilitation, $300 per day, maximum of 60 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you have emergency room visits, which is $250 up to $2 per year. Um, urgent care facility, $75 per day, up to 6 days. Office visits including a specialist or PCP which is the regular doctor, $75 per day, maximum of 6. And then you have physical, speech, or occupational therapy. We cover $15 per day maximum of 1 day on that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] This wouldn't necessarily be
[CUSTOMER][NEUTRAL] The card to use to go see a primary care doctor, correct?
[AGENT][NEUTRAL] It is, but it will pay a flat amount.
[AGENT][NEUTRAL] Which is the amount that I just mentioned. Mhm.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Now, you, you mentioned that there's no network involved in this.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so what I need is something that has a network.
[CUSTOMER][NEUTRAL] For different doctors and whatever. So that my, my daughter can go see a doctor, so I can go see a doctor.
[CUSTOMER][NEUTRAL] Because I, I've been, I haven't been to a doctor in 5 years.
[CUSTOMER][NEUTRAL] OK, and you know, I need to see a doctor.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if you don't have anything, if you don't have a network of doctors, that, that kind of defeats the purpose, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, I need to figure out what channels do I have to go through to actually get that insurance or get something where I can go see a doctor and my daughter can go see a doctor that's in network.
[CUSTOMER][NEUTRAL] That's what I'm trying to get at.
[AGENT][NEUTRAL] I do understand, Mr. [PII], uh, networks are usually used with major medicals, like whenever you have a major medical Blue Cross, Blue Shield, Cigna, and uh.
[AGENT][NEUTRAL] any of those will have a network because they're, they're considered major medical insurance carrier. When you have a limited policy, which, OK, so if you need a major medical insurance, then you need to contact Universal Trucking and see if they offer a major medical insurance because what we, what you have with us with APL is a limited policy so this one doesn't have any networks you choose where to go to.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Right. That's what I need.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And you will present the card and they usually just call us and get the benefit information but again this is just an indemnity amount so it's a flat amount that we pay. It's not like a major medical that it pays like percentages and you have that deductible and all that. It doesn't work like that. So and that's the reason it doesn't have any networks because it's just a flat amount.
[CUSTOMER][NEUTRAL] OK, that, that explains it. That explains it. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I will try to get a hold of uh Universal Trucking sometime soon and get this straightened out so that way, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I'm not in the dark on this, you know what I'm saying.
[AGENT][NEUTRAL] I understand. Yes, yes, I understand. Um, do you need me to transfer you over to Universal Tracking or?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, that's that.
[AGENT][NEUTRAL] You're not ready for them just yet.
[CUSTOMER][POSITIVE] Actually, if you could, yeah, that'll be great.
[AGENT][NEUTRAL] Yeah, I can. Yes, no problem. Um, do you have any other questions about your policy or about any information?
[CUSTOMER][POSITIVE] No, you, you explained it just the way I was, I was wanting to hear, so thank you.
[AGENT][POSITIVE] OK. You're welcome. OK, let me go ahead and get Universal Trucking on the line for us and you have a good afternoon. OK? One moment.
[CUSTOMER][NEUTRAL] All right, same to you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Caper groupie to the A.
[CUSTOMER][NEUTRAL] Yes, hello, uh, this is [PII], um.
[CUSTOMER][NEUTRAL] With, uh, I'm with [PII] um.
[CUSTOMER][NEUTRAL] I have a question for you.
[CUSTOMER][POSITIVE] Yes, sir. How can I help you?
[CUSTOMER][NEUTRAL] OK, so I, I was just on the phone with uh ATL.
[CUSTOMER][NEUTRAL] And she transfer me over to you guys for United Trucking.
[CUSTOMER][NEUTRAL] Um, for about my, uh, health insurance coverage.
[CUSTOMER][NEUTRAL] Um, what I
[CUSTOMER][NEUTRAL] Probably overlooked was that the insurance I have with them, with APL is only limited uh amenity.
[CUSTOMER][NEUTRAL] What I need is major medical insurance for myself and my daughter. I might, I might have.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] The major medical open enrollment is not until [PII]. That's what I thought. Yes sir, so you would just have to give us a call back then or um I can take your name and let your agent know to call you back then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so my name is [PII].