AccountId: 011433970860
ContactId: cdbb1a3f-1699-4ffe-8aa3-69b24f0bd53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778380 ms
Total Talk Time (AGENT): 420665 ms
Total Talk Time (CUSTOMER): 204244 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/cdbb1a3f-1699-4ffe-8aa3-69b24f0bd53c_20250624T18:49_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] I see, I'm trying to see if you can help point me in the direction of um which physician um will take you out of the insurance for a sleep study.
[AGENT][NEUTRAL] OK, so you're trying to find out about network providers, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can direct I can try and help you as far as um who you would need to contact once I can pull up your policy information and see the type of plan you have with us. So I will have to locate your information and verify some things with you first for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Well, you, she was calling for me. This was [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], who's the insured?
[CUSTOMER][NEUTRAL] Me [PII].
[AGENT][NEUTRAL] OK, thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, that's the number on the card you sent me.
[AGENT][NEUTRAL] Yes, sir. It would say policy certificate, policy certification.
[CUSTOMER][NEUTRAL] Is that OK.
[CUSTOMER][NEUTRAL] It's gonna be 02511325.
[AGENT][NEUTRAL] Say that one more time for me.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 511325
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], um, I will need to verify several things with you for security. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we have something different on ball.
[CUSTOMER][NEUTRAL] That's the [PII].
[CUSTOMER][NEUTRAL] You know my [PII].
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] Uh, it was one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so is that no longer a correct? Well, let's finish verifying your information and we'll come back to that, OK? So the next piece of information is your phone number and that phone number that we have on file is the same as the one you gave me, so that is the best contact number for you, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then the last thing to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No sir, we have something different.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, thank you. So is that still a valid email address for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I have several. I'm sorry.
[AGENT][NEUTRAL] OK, and so you said [PII], yes, there's no L in that. I mean no [PII], is that correct? Redeeming truck line LLC correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, not.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you. And now the last thing is on your address, is your, is this PO box no longer valid? Is that no longer your mailing address?
[CUSTOMER][NEUTRAL] Uh, yeah, you can
[CUSTOMER][NEUTRAL] Um, you can say that you could put it at the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's go back then so and you're gonna have to give that to me again I'm a little slower so that I can update it for you and remove the PO box.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so what is the street address again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] And it'll be uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK, so again that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. Now, have you up, I see that this coverage you have with us, Mr. [PII] is through your employment. It has universal Trucking CC.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] OK, have you updated your address with the with UTBA or the Universal Trucking Benefits Association?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] You have already done that? OK. Now, do you use the internet at all very much, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh really, I'm, I'm kind of old. I'm not the internet guy.
[AGENT][NEUTRAL] OK, that's fine. I just wanna, I'm asking you that because we have a portal that if you decide in the future you would like to set your profile up so you can have access to your policy information and ID cards online for the policies you have with APL we can send you an email with the user guide on how to set that profile up so you can have access to that information.
[CUSTOMER][POSITIVE] OK, sure, send it, go ahead and send that over. I'll get one of the, one of my smart kids to do it for me.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You would like for me to send it? Well, these children this day and time, they sure do know how to use all the technical stuff, that's for sure. OK, so give me just one second. I'm gonna go ahead and send that to you.
[CUSTOMER][NEUTRAL] Yes, but
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so I have just sent that to you and the email will be coming from care team.
[AGENT][NEUTRAL] [PII] and I did put APL in your subject line, Mr. [PII], so that that would be easy to recognize.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Just uh
[AGENT][NEUTRAL] OK, so on this plan that you have with APL, this is not part of any network.
[AGENT][NEUTRAL] So that means you can choose any provider to go to.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, what.
[CUSTOMER][NEGATIVE] Yeah, uh, well, we just called the doctor and they said they didn't accept y'all or something. I don't know.
[AGENT][NEUTRAL] Now I mean that's entirely up to a provider.
[CUSTOMER][NEGATIVE] They didn't accept it.
[AGENT][NEUTRAL] That's, uh, you know, unfortunately, that's up to the provider as to what they will and will not accept, but this plan that you have with us is not a network plan, which means there is not a list of providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They do accept it or not.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So we gonna have to just call and do the footwork for it.
[AGENT][NEUTRAL] For this type of plan, yes, sir, because, yes, yes, because there's again because it's not a network plan, there is not a list.
[CUSTOMER][NEUTRAL] Pretty much
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, so if I go somewhere and I have to pay out of pocket, I can get funded back for it, or how does that go?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, any, any information provided on the benefits would be a verification of benefits and not a guarantee of payments. So if you go for medical services, Mr. [PII] and the provider doesn't file, you can submit your own claim to us for review.
[AGENT][NEUTRAL] And if that if something if that need arises then you can contact us back so that we can provide you the information because there is a specific claim form and there's other additional documentation that would also be required for you to obtain to submit for that review.
[AGENT][NEUTRAL] And again that would be if the provider, you know, doesn't file this coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how do I do who do I speak to, I guess I get in to some type of.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Other, uh, one where you can tell me the providers.
[AGENT][NEUTRAL] OK, now to find out about any other type of coverage that could be available for your employer, um, you would have to speak to one of the agents at the Universal Trucking Benefits Association.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because that is who you enrolled with for the coverage you have with us now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] They provided us your enrollment information so they would be the ones that you would have to speak to to find out about other options available to you. Now I'll be happy to give you Universal Truckings or UTBA's phone number if you don't have it, and I can also connect you with them if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, yes, can you just uh give us a number?
[AGENT][NEUTRAL] I can. Their phone number?
[CUSTOMER][NEUTRAL] Can you take the number down? Yes, ma'am.
[AGENT][NEUTRAL] All right. Are you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You got to love.
[AGENT][NEUTRAL] Again, it's [PII]
[CUSTOMER][NEUTRAL] No, I'm sorry, I was talking to [PII].
[AGENT][NEUTRAL] 18774725541.
[CUSTOMER][NEUTRAL] Can you repeat it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's this for?
[AGENT][NEUTRAL] That is for the universal.
[CUSTOMER][NEUTRAL] That's for my insurance provider number.
[AGENT][NEUTRAL] Universal, that is where the agents are for the Universal Trucking Benefits Association.
[AGENT][NEUTRAL] That's who you would speak to to regarding any changes or other plan options available that is who you all would need to speak to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Mr. [PII], did you want me to connect you with him or are you gonna just call them directly?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'll just call him directly right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In a moment I need this now.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Thank you very much. What you said the insurance does now.
[CUSTOMER][NEUTRAL] What you were saying
[CUSTOMER][NEUTRAL] No, I was just making sure I, I thought I heard her say there's no network like you could go anywhere. It's just a matter if they're willing to take the insurance. Right. That's what she said.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] Alright, well we're back to calling around. OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. And so, yes, Mr. [PII], you're welcome. So if that is all I can help you with today, then thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Yes ma'am, thank you, you do the same.
[AGENT][POSITIVE] Yes, sir, and thank you very much as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye