AccountId: 011433970860
ContactId: d65a6442-5a45-4002-9971-bd675bd42542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 835530 ms
Total Talk Time (AGENT): 226513 ms
Total Talk Time (CUSTOMER): 555940 ms
Interruptions: 16
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d65a6442-5a45-4002-9971-bd675bd42542_20250418T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], how are you? Good morning.
[AGENT][POSITIVE] I'm good. So how are you honey?
[CUSTOMER][NEUTRAL] I'm OK. I'm just a little bit so I guess I have allergies. I'll be fine. Mm.
[AGENT][NEUTRAL] So do I, my throat sniffling, the whole works.
[AGENT][NEGATIVE] I did not want to get up this morning.
[CUSTOMER][NEUTRAL] Uh-huh, yeah, that's how I feel, I feel like.
[CUSTOMER][NEUTRAL] Yeah, I feel like a little burning sensation, but I don't know what's going on there. It's.
[AGENT][NEUTRAL] That's me. That's me. I'm just now sipping on my coffee. Oh goodness, this stuff has got to pass.
[CUSTOMER][NEUTRAL] Yeah, that's me too.
[AGENT][NEGATIVE] I'm not kidding. This stuff has got to pass, girl. I can't deal with it.
[CUSTOMER][NEUTRAL] Yes. Yeah, this pollen needs to go. It just needs to go. I don't know, find another home.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, I'm moving. I need to move somewhere where there's no trees and grass, the desert.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][POSITIVE] You know, the best place for me is [PII]. I love [PII] because I don't get sick over there, but yeah. Anyways, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll go with you there.
[AGENT][NEUTRAL] Yeah, what you got, darling?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. I have, um, I have a question. It's a Spanish call, so I cannot transfer it, so I just need to get information for this member, OK? Um, so, um, let me give you the policy number. It's 245.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 1859.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I suppose sniff on the way, God help us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Look, I'm wheezing. You hear my little kitty cat.
[AGENT][NEUTRAL] Oh, I am too.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] I slept with my chloraseptic last night. Oh, sprayed it in my throat.
[CUSTOMER][NEGATIVE] 00 boy, yeah, no.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII], uh-huh, yes.
[AGENT][NEUTRAL] Trending, OK.
[CUSTOMER][NEUTRAL] Mhm. OK. So, um, basically, he's calling because
[CUSTOMER][NEUTRAL] Yesterday he called and I was gonna talk to [PII], but you know that um I think most of you was in the meeting and it took a long time, so I forgot, totally forgot. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but this is, um, this is what's going on with him.
[CUSTOMER][NEUTRAL] He called yesterday and he was asking about his uh prescription, which um I know that Universal Trucking works with Caremarkt. Caremark, I think, yeah, Caremark, um.
[CUSTOMER][NEUTRAL] So, uh, he called Caremart. They told him that his policy was um not active.
[CUSTOMER][NEUTRAL] So he called Universal Trucking.
[CUSTOMER][NEUTRAL] And Universal Trucking is telling him that we handle that part, which I don't think we do like we're supposed to have it active for him, that we're the ones that needs to report it active. I'm not sure if that's correct. I don't believe so, but you can tell me if I'm wrong. She said, well, talk to [PII], she knows. And I'm like, OK.
[AGENT][NEUTRAL] Uh, a prescription?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, she said that uh whenever they, that we are the ones that keeps the policies active, even though I told her we don't work with Kmart, Universal Trucking works with Kmart, but she's like, no, but we, you handle that for us and talk to [PII], she knows.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know what's that about, but I was like, uh, to my knowledge, we don't work with Caremark at all. We, we know about the dental policy, we know about the HIV 10, uh, we know the policies that are with us and that are active with us and the ones that we need to have active, we don't, I don't have like, I don't believe we have nothing to do with Caremark.
[AGENT][NEUTRAL] Oh [PII], I'm looking to see if the HR has a prescription on it or I don't know, dear. I
[CUSTOMER][NEUTRAL] No, not for prescription. We don't have anything that handles prescription and it's unless it's that um reimbursement like for the $10 which that's not a prescription. That's just like a medication. Yeah. Yeah.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I was, I was just looking to see if I'm just grasping at things, you know, just.
[AGENT][POSITIVE] Good [PII]. Oh.
[CUSTOMER][NEUTRAL] Yeah, no, that's just, yeah. So that's where the confusion is coming from, because why would Universal Trucking say that we're the ones that need to report when we're not the ones that work with Caremart. So I, I'm not sure. I'm confused.
[AGENT][NEUTRAL] That I do not know.
[AGENT][NEUTRAL] I'm thinking you may need to call the dental claims department.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is he, is he saying, is it, I don't know, I'm confused. Um.
[CUSTOMER][NEUTRAL] The panels? For what?
[CUSTOMER][NEUTRAL] No, he's talking about regular prescription after, because he's talking not about this policy. Yeah, he's talking about the HI. Let me go back to the HR policy.
[AGENT][NEUTRAL] Just regular prescriptions.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me, I'm pulling up the group number. I just wanna look at it in for you and see what's going on in there.
[CUSTOMER][NEUTRAL] Yeah, because I don't, I don't think we're the ones that pay for that Kmart at all.
[CUSTOMER][NEUTRAL] And then [PII], it doesn't look like she's gonna be in today.
[AGENT][NEGATIVE] Oh God, she's not.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a number that you can send? Did you call did he call Caremart?
[CUSTOMER][NEUTRAL] We are, yeah, we already called Kmart and Kmar works with Universal Trucking. That's where my confusion is coming from, like, how can they say that we are the ones that handle that part when we have nothing to do with Kmart.
[AGENT][NEUTRAL] I mean, I'm looking on in and I see nothing about, you know, pharmacy prescription unless it falls in one of the benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, under
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Anybody else work with HI besides [PII]? Like with Universal Trucking, with UTBA? Anybody else?
[AGENT][NEUTRAL] Uh, [PII], if I, if I'm not mistaken, [PII] does. Um,
[CUSTOMER][NEUTRAL] Besides [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But can we get this.
[AGENT][NEUTRAL] If we can add her to the call.
[AGENT][NEUTRAL] Number.
[CUSTOMER][POSITIVE] Yeah, that, that would be great.
[AGENT][NEUTRAL] Let me find her extension number.
[CUSTOMER][NEUTRAL] Um, I, I got it if you need it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK, let me add you to.
[AGENT][NEUTRAL] A OK, well, she's next anyway. So let's say would quick connects [PII]. What was her extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, we're ready. We're gonna give her a call.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey darling, it's [PII]. Um, I've just got you joined in on the call with me and so maybe you can help us with the TBA policy. Are you there, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm here yeah.
[AGENT][NEUTRAL] OK. All right. Explain to [PII] what's going on. Let me give you the policy number or one of them first, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, 2451859.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if you know anything more about what I do cause I just set them up. I don't you nothing.
[AGENT][NEUTRAL] So which didn't mean anything, probably on either one of our parts.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh huh, yeah, it's a Spanish call, so I cannot transfer. I'm just trying to gather the information for him, um, but, um, well this is the situation. He's with the UTBA, Universal Trucking, and, um, he called because he said that they're telling him the policy is inactive, which I clear with him that it's not the one with us. um, he said the pharmacy, so I gave him the number to Caremart. He called Caremart and Caremart said that he's inactive with Caremart.
[CUSTOMER][NEUTRAL] So, um, I said, well, the next step you need to go ahead and call Universal Trucking to get that, you know, taken care of. Uh, we called Universal Trucking. I stayed on the line with him because he wanted somebody in Spanish, and she was telling me no, that's handled by APL.
[CUSTOMER][NEUTRAL] And if you need to know more, you just need to talk to [PII] because that will be handled by IPL. So, do you know anything about that?
[CUSTOMER][NEUTRAL] OK, I'm looking at the policy, um, the 249-501-3.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Lapse from overdue report.
[CUSTOMER][NEUTRAL] But it looks like.
[AGENT][NEUTRAL] I see 3 policies for this man there.
[CUSTOMER][NEUTRAL] Is this the policy this is a policy I'm working on right now. I'm reinstating it effective 51, uh, but, no, once I get it reactivated, no 249-5013.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No, uh, pull up 12452017.
[CUSTOMER][NEUTRAL] 2017.
[CUSTOMER][NEUTRAL] Yeah, 245-2017.
[CUSTOMER][NEUTRAL] 245-2017 that's a different person, uh huh.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] No that's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, hold on, it, it threw me into the policy I was working on. Yeah, yeah, that happened.
[CUSTOMER][NEUTRAL] 245-2017.
[AGENT][NEUTRAL] I gave you the dental number.
[CUSTOMER][NEUTRAL] Yeah, yeah, this is As.
[CUSTOMER][NEUTRAL] And when I went to CUINQ it pulled up the it pulled up the one I was working on when when you called, um, OK.
[AGENT][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] Yeah doesn't show anything about it being la.
[AGENT][NEUTRAL] No, the policy is active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um, but, but basically my question is, uh, do we work anyhow any way with Career? Are we the ones that we're supposed to be reporting if it's active or not?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] does that. He sends a file.
[CUSTOMER][NEUTRAL] Oh, got you. OK. So, in our end, it, it's showing that it's active, right? The, right.
[AGENT][NEUTRAL] But he's not paid current.
[CUSTOMER][NEUTRAL] Is he I don't know if that would have anything to do with Caremark, but.
[AGENT][NEUTRAL] Could that affect him using this, that wouldn't.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But I know [PII] sends the file to to Caremark and web TPA and all that uh to.
[CUSTOMER][NEUTRAL] Every week.
[CUSTOMER][NEUTRAL] Oh, OK. So, OK. So in this case that he called Camera and [PII] said that it was inactive. What can we do to help him? What can we do to get that, um, reactivate, you know, showing that it's active because the policy is active.
[CUSTOMER][NEUTRAL] Yeah, you would have to get with [PII] in the fall.
[CUSTOMER][POSITIVE] OK great thanks um.
[CUSTOMER][NEUTRAL] [PII], what is his name? [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I went blank. I went blank. Oh my Lord.
[CUSTOMER][NEUTRAL] I did too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I've known him for 17 years and I just drove up, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm. Mhm.
[CUSTOMER][NEUTRAL] OK, so talk to him and let him know that we're trying to see if this uh policy is active with Karamark or if he can send the file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just ask him to send that, send that file for this man.
[CUSTOMER][NEUTRAL] OK, um, I, I think I.
[AGENT][POSITIVE] Oh God, good one.
[CUSTOMER][NEUTRAL] Because he's the one that sends the but he sends it every week, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At Caremark, you talked to Caremark?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And told them it was active on our end.
[CUSTOMER][NEUTRAL] What did they say? Um, no, he called Cara and they said that he was inactive. Should I call [PII] and check with them? I, I think that would probably be, be the next step would be to call [PII] and tell him that um he is active with us with the lapse of coverage or anything.
[CUSTOMER][NEUTRAL] OK, let me do that and then if they still say that it's not active then I send a message to Duncan or I try to get in contact with Duncan and see what we can do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lord have [PII]. So, I'm sorry. I know nothing about this.
[CUSTOMER][NEUTRAL] OK, dokey, thank you. It's fine, it's fine. I mean, I'm learning this because I didn't know we handle that part. I was like so confused when uh UTDA said no you handle that, and I'm like, oh, OK.
[AGENT][NEUTRAL] I would have been too. I would have been too. I didn't know we handled anything to do with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Cause I don't see nothing about Kmart on here.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Right, I, I mean, we have a guru card that tell us that they're, you know, they work with Care Bart, but that's that's the only thing I have to go by. But, OK, well, thank you, thank you. Let me try to get with them and see if I can get this member all fixed up. OK, have a good day. Thank you. Alright, you too. Bye bye.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Thank you both. Bye.
[AGENT][NEUTRAL] I get that.