AccountId: 011433970860
ContactId: d5598e2a-c6b6-4fe9-9b68-2d1aa8d4159e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538770 ms
Total Talk Time (AGENT): 236697 ms
Total Talk Time (CUSTOMER): 181271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d5598e2a-c6b6-4fe9-9b68-2d1aa8d4159e_20250523T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, how are you doing today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] We have 2 beds, so, um, I'm a I'm a truck driver, right, but I drive PNS transportation.
[CUSTOMER][NEGATIVE] So, um, you guys are supposed to send me like a medical card like I don't, I don't even know.
[CUSTOMER][NEUTRAL] I don't have no medical card, so I wonder if you guys can send it out to me and if you can, you know, tell me the policy number and so.
[AGENT][NEUTRAL] OK, so you're.
[CUSTOMER][NEUTRAL] You know, until I see.
[AGENT][NEUTRAL] OK, so you're needing to get an ID card and your policy number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry. uh, [PII], did you say [PII] is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir, and your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your full social, Mr. [PII], so that I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Um, let me see if you guys have this, um, you guys have [PII], zip code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, thank you. And the um phone number that we have on file for you, it is the same as the one you gave me. So that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] OK, so we do have a different email address on file for you. What other email do you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is the one that we have on file is that still a valid email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] To get these cards ordered for you.
[AGENT][NEUTRAL] OK, Mr. [PII], so I have ordered the ID cards to be mailed to you. That does take about 10 business days for you to receive them.
[AGENT][NEUTRAL] In the meantime I'm also going to email you to that email address that you verified with me our user guide for our online service center portal because if you set up your profile in that portal, Mr. [PII], you can go ahead and and have access to your ID cards there.
[AGENT][NEUTRAL] And that email that I will that I'm going to send will come from [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK, I want, I want to ask you this.
[AGENT][NEUTRAL] And I'm gonna send that to you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, go, go ahead.
[AGENT][NEUTRAL] Oh no, so I was just gonna say that I'm gonna email this as soon as we get off of our call.
[AGENT][NEUTRAL] So you said you had a question?
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Do you guys do a payment?
[AGENT][POSITIVE] I'm so sorry. Say that again.
[CUSTOMER][NEUTRAL] Do you guys do
[CUSTOMER][NEUTRAL] Do you guys use Pmont? Like I can go to [PII] to get like a if I wanna get like a full body checkup.
[AGENT][POSITIVE] Now if you have any questions on your actual benefits Mr. [PII], you will have to speak to someone at Web TPA to provide you that information and I'll be happy to give you their phone number and I can also connect you with them.
[CUSTOMER][NEUTRAL] I got the number.
[AGENT][NEUTRAL] You do have web TPA, not UTBA but web TPA.
[AGENT][NEUTRAL] That's different.
[CUSTOMER][NEUTRAL] Mm let me see if that that's that's at [PII] number.
[AGENT][NEUTRAL] 945. Mhm. Yes, sir, that is it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So would you like for me to transfer you to them?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I'll be happy to do that and then just be looking for that email from care team at [PII] and that will I'm sending it to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] OK, well, if that is all I can help you with, thank you again for calling APL. I hope you have a very nice and safe holiday weekend and if you'll give me one moment, I will get you connected.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Yes, sir. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your account, such as an address change, add or drop a dependent, or you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[AGENT][NEUTRAL] Mr. [PII], this is still [PII], and I am gonna connect you back over so that you can listen to the different prompts to make your proper selection because it's asking, you know, for like, like if, if the system were talking to me.
[AGENT][NEUTRAL] And asking you know for name and that type of thing so I'm gonna transfer you so you can enter that information for yourself but did I give you your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I didn't think that I did after I was sitting there listening to their automated, uh, system, but your policy number is 236.
[AGENT][NEUTRAL] 5, yes, sir, 59.
[CUSTOMER][NEUTRAL] 236.
[AGENT][NEUTRAL] 04.
[AGENT][NEUTRAL] And you will see that policy number in your portal as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, so if you'll give me a moment, I'm gonna connect you back so that you can hear the difference um automated options, OK?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] All right. You're welcome, sir. One moment please.
[CUSTOMER][NEUTRAL] Mhm.