AccountId: 011433970860
ContactId: d1780964-04ef-48b5-9b90-9e4350f6df38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343140 ms
Total Talk Time (AGENT): 169286 ms
Total Talk Time (CUSTOMER): 161019 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d1780964-04ef-48b5-9b90-9e4350f6df38_20250131T16:49_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] think you RMR.
[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Uh, we, my name's [PII], and we are, um,
[CUSTOMER][NEUTRAL] Just starting our insurance, uh, on the [PII] and we have a couple of questions.
[AGENT][POSITIVE] OK, yeah, I'd love to do my best to help you with those today. um, so you don't you don't have a policy going just yet, correct?
[CUSTOMER][NEUTRAL] Um, I do have a, well, OK, I have the UM UMR card.
[CUSTOMER][NEUTRAL] And then I also have our um Pascal trucking lines card so I have uh the life insurance and the uh other cards also.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I wanna make sure that the UMR cards are correct because I've never seen a card showing that I need to activate it.
[AGENT][NEUTRAL] OK, so I actually am, I'm not, I'm so sorry because I'm not exactly sure what the what a UMR card is. I don't think that's anything American Public Life sends out.
[CUSTOMER][NEUTRAL] OK, so this is just your, your part.
[CUSTOMER][NEUTRAL] Uh, for the life and the um.
[CUSTOMER][NEUTRAL] Oh his benefit explanation of his benefits for his public life insurance for a short term correct?
[AGENT][NEUTRAL] So you have like a group term life insurance. Is that current right now? Or is that one that's starting in February? OK, it's current. So I can look that, I can look up that policy. Um, I'm not sure about getting a I'm, I'm sorry, I've genuinely never heard of that.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I will call them and make sure that this is for the correct company because.
[CUSTOMER][NEUTRAL] It it's odd that I have to activate my, you know.
[CUSTOMER][NEGATIVE] Medical insurance card. I've never seen it before, so it's just freaking me out just a tad.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is it um you said he it was through trucking would it be through I have the contact number for the Universal Trucking Benefit Association and they're the company that like coordinates all the different small companies to give those comprehensive benefits is that a contact number you'd be interested in?
[CUSTOMER][NEUTRAL] Um, yes, go ahead and give me that.
[AGENT][NEUTRAL] OK, perfect. So their number is [PII].
[CUSTOMER][NEUTRAL] And then of course his uh.
[CUSTOMER][NEUTRAL] Life insurance policy, I can give you his policy number.
[AGENT][POSITIVE] OK, perfect. Let me get there real quick. And what is that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0258.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 889 8
[AGENT][NEUTRAL] 98 wonderful and Ms. [PII], I do see you here could you verify your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect, and I'm just gonna verify some additional information with you super quick if you could verify the mailing address.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then um if you can, would you be able to verify the mailing address on file?
[AGENT][NEUTRAL] Oh no, I'm sorry, the email address. I already did mailing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Email address would be [PII].
[AGENT][NEUTRAL] All right. I have a different one on file.
[AGENT][NEUTRAL] It'd be from [PII].
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] It sure is. Thank you, thank you. All right, so I'm looking at this here and this is actually your secondary to your major medical insurance. I'm not, I don't have a life policy currently active right now, but I do have
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This one and what this does is it tries to pick up and pay on things that are applied to your co-pay, your co-insurance or your deductible, um, after major medical has paid and left a portion of that payment behind for you to cover. So we're a secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so that's what you have with us currently, and you might have more coming up in February, but at the moment, um we just have the secondary insurance on file for you.
[CUSTOMER][NEUTRAL] OK, OK, um, because, you know, this is all new to me, um, normally.
[CUSTOMER][NEUTRAL] It's just the medical cards and I'm just like, OK, what is all this? I was just trying to understand and make sure that we have everything correct.
[AGENT][NEUTRAL] No, absolutely and then as far as that UMR card, I would call and check on that. I'm not sure, maybe there's like an HSA associated with the account like a health savings card or a flex spending card, and it's like one of those pay cards that you put like I'm not, I couldn't even begin to tell you, but I would certainly call and double check on that one for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate your help so very much thank you so much and you have a blessed day.
[AGENT][POSITIVE] You too thank you so much and you take care as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.