AccountId: 011433970860
ContactId: c93058d4-c829-4c70-aae2-1b76a8066478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1016719 ms
Total Talk Time (AGENT): 452121 ms
Total Talk Time (CUSTOMER): 357273 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c93058d4-c829-4c70-aae2-1b76a8066478_20250402T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm hoping you can help me. Um, my fiance, um, his insurance policy was was reinstated went into effect yesterday, and we're waiting on the cards, but, um, the card that he used that he previously used is, is evidently not active, and I need to see what I can find out about getting, you know, the member number or information um because he, he needs to go to the doctor and if you can help me I would greatly appreciate it.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yeah, absolutely. Do you have um the old number? I can try that and see if I can find the new one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's um member number correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0251
[CUSTOMER][NEUTRAL] 492 3.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. And what is his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then if you can give me [PII]'s date of birth and address.
[CUSTOMER][NEUTRAL] The date of birth is um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I think the address you guys have or had was [PII], but it's been changed to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we have the Eagle con drive up.
[CUSTOMER][NEUTRAL] I'm not sure which one you're showing, that's why I wanted to give you both.
[AGENT][POSITIVE] Uh, no, no worries. OK.
[CUSTOMER][NEUTRAL] So you know I am the SII.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Is he on leave right now with work or?
[CUSTOMER][NEUTRAL] No, he's, he's working.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because this policy shows ended [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But we, but we, we, we start, I, I went through um the uh universal trucking benefits and I worked with [PII] and she was able to get him re you know, whatever she had to do to get him reinstated. We're just waiting on the, the cards and everything to come in the mail, but we haven't gotten it yet.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Let me see if I see any notes on this.
[CUSTOMER][NEUTRAL] Because he had to pay, to pay to, to get it, you know, get it taken care of, get it.
[CUSTOMER][NEUTRAL] Um, because he didn't realize that.
[CUSTOMER][NEUTRAL] That the payments weren't, you know, weren't being, weren't made or what however that works.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, because the payment was applied on the [PII] so that could be it could be a timing thing too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because I don't see any other.
[AGENT][NEUTRAL] Policy number or?
[AGENT][NEUTRAL] The status on this one changed. Let me.
[CUSTOMER][NEUTRAL] Could they maybe started a new one or something?
[AGENT][NEUTRAL] Yeah, they may have. I'm gonna.
[CUSTOMER][NEUTRAL] I've got a Social Security. I've got I've got a Social Security if that helps.
[CUSTOMER][NEUTRAL] I don't know if that would help or not.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] I'm gonna check under the group just to see if I see anything else here.
[CUSTOMER][NEUTRAL] Yeah, because he's self paying now.
[AGENT][NEUTRAL] And when you spoke to UTBA they, I mean, I don't know if they would know, did they give any indication if it would be a new policy number since it was reinstated or they didn't really say.
[CUSTOMER][NEUTRAL] No, she, she, she, and I got a call back into her. I'm just like.
[CUSTOMER][NEUTRAL] Uh, she's great to work with, but I usually, because I mean, I'm, I'm sure she's working with other people when I call, but I've got to call into her. But I thought she said the same card would work and that's why I wasn't sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I mean, if it's the same number, same card, that would all make sense. I just don't, so the only, I don't see any notes as far as anything.
[AGENT][NEUTRAL] Just that we had spoken to you earlier today about the continuation.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah and she told me that she couldn't help me and I need to call a different number.
[AGENT][NEUTRAL] The web UTBA yeah.
[CUSTOMER][NEUTRAL] No, whoever I talked to at the at the other number for you guys.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That I called the
[CUSTOMER][NEUTRAL] Yeah, the benefit, the benefits and claims number.
[CUSTOMER][NEUTRAL] And then they gave me, they gave me your number to call.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Yeah, I mean, the only thing that I know to do, [PII], would just be if you want.
[AGENT][NEUTRAL] Call UTBA.
[AGENT][NEUTRAL] With me on the line. I mean if it's the same number, it's the same policy number, you know, he could just use the same card. We just don't have the information.
[AGENT][NEUTRAL] As far as the status of it being switched from a terminated to an active.
[CUSTOMER][NEUTRAL] And she's not um
[CUSTOMER][NEUTRAL] [PII] is the one that I was talking to and and um I had to leave her a message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] And I don't know if she would, you know, be able to answer if I called or not.
[CUSTOMER][POSITIVE] Um, because she would be the one that, like I said, she, she would be the one to know everything.
[CUSTOMER][NEUTRAL] And um and she's good about calling me back it's just I haven't heard back from her yet.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Uh, I don't have an email or anything that I can email her.
[AGENT][NEUTRAL] Because I feel like if they're reinstating it, it's probably the same number, same card would work. It's just if a provider calls and is getting somebody on the line to check to see if he's eligible, I mean, we don't have the updated information just showing that it's, you know, in an active status. That's where.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The issue is gonna be.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so I don't see any other policy number or even card. I guess my question to UTBA would be
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How long does it take them to send us the information that it's, you know, updated and continued?
[CUSTOMER][NEUTRAL] Yeah, I don't know if they're uh.
[CUSTOMER][NEUTRAL] I mean, I can call him and we can do a three-way call, but I don't know, like I said, I don't know if [PII] will answer or not and then whoever answers will be able to help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I mean, I, I would be glad to try that.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I just, yeah, I don't.
[CUSTOMER][NEUTRAL] Because when I called them, they told me I had to call back to you guys.
[AGENT][NEUTRAL] Yeah, well, it's really like the left hand talking to the right hand at this point. It's like we just need them to
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give us the information that the policy is still active so we can change it from laps to active and they may have sent that information [PII], it just may not be updated on our side, you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, I think that's where the, the problems coming in cause, yeah, I double checked um
[AGENT][NEUTRAL] I don't see anything pending for the group. I was double checking to see if I saw anything pending.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Any other policy under his name?
[CUSTOMER][NEUTRAL] Yeah, because he thought that they paid through January but when [PII] was working with it, she's like, uh, they didn't and he's gonna go back, need to go back to them and say hey you know you took it out and it it's showing that you know you paid it, but they, they didn't receive it.
[CUSTOMER][POSITIVE] So I told him I said that's a fight you're gonna have to fight with them, you know, but she, she went above and beyond to help get him.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You know, get the policy reinstated, which, you know, we're grateful for. And so he, you know, paid, paid what he needed to pay and that was, and it was timing was yesterday. So, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it, it could like, like, you know, it could definitely be a timing issue.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, because, you know, from, from them to you guys, you guys to them, you know, so on and so forth.
[AGENT][NEUTRAL] Yeah, I mean, I think it's just unfortunately uh needing maybe a little bit more time for it to be processed from a lap status to, you know, to an active.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was gonna say, you know, he could.
[CUSTOMER][NEUTRAL] If he, if he, if he has to, yeah, if he has to go to the doctor, what would he need to do?
[AGENT][NEUTRAL] You know, um, he has a card with this policy number on it, yes, or do you need me to send one? Would you need one?
[CUSTOMER][NEUTRAL] No, I've got the, I've got one. I actually took a picture of and send it that's got the um group name Universal Trucking benefits, uh, group number APL2 outlet and then the group affiliate and then it's got his name and his his member number, so he's he's got a picture of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so provide them with that card, um, and then, um.
[AGENT][NEUTRAL] You know, I can notate the policy that we've spoken, and there's notes in there from earlier today that you called earlier.
[AGENT][NEUTRAL] Um, just in regards to the status of the policy, um, I mean, it's up to him as far as like if he wants to give more information than they ask for. I mean, I don't, it's hard to know if they're gonna call prior to an appointment to verify if the plan is active. They may do it afterwards, um.
[AGENT][NEUTRAL] I don't ever volunteer information. That's just me.
[CUSTOMER][NEUTRAL] Yeah, yeah, I, no, I understand. Basically go and give them, give up, yeah, basically go give them the card.
[AGENT][NEUTRAL] That's what I'm that's what I'm getting at, yeah.
[CUSTOMER][NEUTRAL] And you know, say this is, this is my insurance.
[CUSTOMER][NEUTRAL] And you know, I, some, sometimes they, they verify if it's good or not, and some, I mean, I, I see what you're saying.
[CUSTOMER][NEUTRAL] But if they call to to verify they should be able to figure out that it's in it's in it's in the process, correct?
[CUSTOMER][NEUTRAL] Did I lose you?
[CUSTOMER][NEUTRAL] Where did you go?
[AGENT][POSITIVE] You guys know that you guys are making the payments on the policy, so, you know, yeah, I would just give them that information and hopefully by the time that that's checked on, it'll be active and it won't even be an issue.
[CUSTOMER][NEUTRAL] No, I know, I, I know they took the money out of my account, so I know that it was paid.
[AGENT][NEUTRAL] Right, right, right. Yeah. So it's not a question of whether or not it's really active or not. It's just, is the doctor, I guess, gonna call and check prior to the appointment. Um, some do, some don't, you know.
[CUSTOMER][NEUTRAL] OK, so I'll just let him know, you know, just give them the card and go from there and, you know, see what they just, you know, see what they say.
[AGENT][NEUTRAL] Right. And then in the meantime, you know, you said you have a contact at UTBA for [PII]. Um, you know, if you wanted to give her another call, leave her a message and just say, hey, you know, I spoke to the people over at APL and um it's still showing laps like how long is it gonna take for that to change from a laps to active, you know, so he can use the, the policy. She may have more information on that.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Alright still showing lapsed, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How long? Yeah, because my, uh, my other, because he's, I asked him, I said, did you get an email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yesterday and he said I haven't gotten an email because she told me that he should have been emailed a receipt.
[CUSTOMER][NEUTRAL] When the payment was made.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And he hasn't gotten it, but I know I definitely know it came out of my account.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right. So, yeah, I mean, definitely get that as well if you get back in contact with her, um, just to verify, you know, I would tell her, you know, like, hey, we didn't get a receipt for this either, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if I need to call back, is there an extension I can get to you so I don't have to go through all this again, or I just have to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Be on the rotation of whoever gets me.
[AGENT][POSITIVE] On the rotation, I like that. I can give you my direct line here. Give me a second.
[CUSTOMER][POSITIVE] OK, that would be awesome.
[AGENT][POSITIVE] Um, yeah, no worries.
[AGENT][NEUTRAL] Um, so direct line to me would be area code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And tell me your first name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] That's what I thought you said [PII], but I've been talking to a lot of people.
[AGENT][POSITIVE] It's OK. Don't worry about it. I think we have, we have, we have like a, we have a [PII] too, so [PII] and [PII] sound a whole lot alike, you know what I mean? So yeah, no worries, no worries.
[CUSTOMER][NEUTRAL] This morning.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Well, I'm gonna definitely save this number on my phone and I'll know cause it's, it's definitely been a pleasure working with you and then not having to go through everything again.
[AGENT][NEUTRAL] Yeah, no, absolutely, and just so you know, like we're here, um, Monday through Friday we, we don't operate on the weekends and we're here until [PII] Central time. I'm not sure what time zone you're on, but.
[CUSTOMER][NEUTRAL] Um, but yeah, it.
[CUSTOMER][NEUTRAL] I'm in Central. I'm in [PII], yeah, well, half of [PII] is eastern, but, but yeah, I'm on the central side.
[AGENT][NEUTRAL] OK, yeah. OK.
[AGENT][NEUTRAL] I was gonna say, yeah, yeah, I was gonna say half of it is eastern.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][POSITIVE] I so appreciate you, [PII]. Let me see what I can do and um and we'll go from there. I, again, I truly appreciate you.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Yeah, no, not a problem. I'm glad that we were able to figure it out and I like I said, I think it'll be all right, um, and I'll notate um our conversation here today, OK, [PII]?
[CUSTOMER][POSITIVE] OK all right thank you have a great day.
[AGENT][POSITIVE] You're welcome. You too. Take care.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye