AccountId: 011433970860
ContactId: d97aee6f-354e-439b-80d0-adfb65f4dd78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1628900 ms
Total Talk Time (AGENT): 678376 ms
Total Talk Time (CUSTOMER): 479792 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d97aee6f-354e-439b-80d0-adfb65f4dd78_20250512T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, um, I need you to pull up the account for right now. I've, we've been receiving these checks. um, I'm trying to figure out what they're entailing what are they for?
[AGENT][NEUTRAL] All right, miss. May I have your name, please?
[CUSTOMER][NEUTRAL] I'm now [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and what is a good call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, thank you very much. And Miss [PII], do you happen to have a policy number with APL?
[CUSTOMER][NEUTRAL] Yeah, um, let's see, let me see if it's on your reference, uh, let me see.
[AGENT][NEUTRAL] Or certificate number, it is um the same.
[CUSTOMER][NEUTRAL] Would you say what
[AGENT][NEUTRAL] A certificate number or policy number?
[AGENT][NEUTRAL] It it is, it will be the same.
[CUSTOMER][NEUTRAL] I'm just looking.
[CUSTOMER][NEUTRAL] I'm just looking. I don't see any of that on this check and I'm sure that he has a policy.
[CUSTOMER][NEUTRAL] point in time, but I can give you um the social.
[AGENT][POSITIVE] Mhm, yes, that will work.
[CUSTOMER][NEUTRAL] And you probably could pull it up.
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to pull it up.
[AGENT][NEUTRAL] Alright, Ms. [PII], I was able to find here.
[AGENT][NEUTRAL] Um, the policy, and are you the major policy holder?
[AGENT][NEUTRAL] Or are you uh the spouse or dependent?
[CUSTOMER][NEUTRAL] Um, no, his wife.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I do see.
[AGENT][NEUTRAL] Um, Mr. [PII] will be available to, um, be OK to, um,
[AGENT][NEUTRAL] For us to provide information about the policy.
[CUSTOMER][NEUTRAL] Um, yes, let me actually get him on the other line so he can, um, this is an insurance policy.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And who is the who is the holder of the policy?
[AGENT][NEUTRAL] Um, he is, and since he is a a major.
[CUSTOMER][NEUTRAL] OK, let me, um, let me get him on the other line. Give me one second.
[AGENT][NEUTRAL] See where we are. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, he's on. Yeah hello?
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII]. Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, yes, um, could you please verify for me your, um, information so we can release about the checks that you have been receiving?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Um, I will need your date of birth.
[AGENT][NEUTRAL] And address.
[CUSTOMER][NEUTRAL] That I want
[CUSTOMER][NEUTRAL] I will be [PII].
[AGENT][NEGATIVE] I'm sorry, you are cutting out a little bit. I wasn't able to um hear all of it.
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][NEGATIVE] I'm sorry, uh, no, I'm still not able to um hear him very well. It's cutting out.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] He told, he said, he said he said he said [PII] address.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And Mr. uh, [PII], would you would be OK if we um do you authorize permission to your spouse to receive information about this policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you very much and this permit um this permission is allowed only for 24 hours um and after 24 hours has been passed, we are unable to um release information again. Um, let's see. I am having a little bit of difficulties right now with the system. I'm not sure if um.
[AGENT][NEUTRAL] It has something to do. I'm trying to see if.
[CUSTOMER][NEUTRAL] Baby, you can hang up. Hold on one second, ma'am.
[CUSTOMER][NEUTRAL] Honey, um, you can hang up if you can because I know you're on the highway. Alright, alright then.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, yeah, because it's, it's because you're on the road, the service is choppy.
[AGENT][NEUTRAL] Are we good? OK.
[AGENT][NEUTRAL] Yes, it is, it is understandable. Uh, let's see really quick. OK. I know it's working. I'm trying to see if um there is any claim that was processed, um, and it could have been a check for that because I'm looking actually to the notes of the policy and I don't see anything.
[CUSTOMER][NEUTRAL] And this is a life and uh uh.
[CUSTOMER][NEUTRAL] A life policy, a whole life policy, or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry. All my pages have been frozen. I'll have to open up one really quick and see if it works because it's not allowing me to move from one page to another, but yes, let me just a second. I do see here that it is, um, what I believe a life policy, but I don't want to give incorrect information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How long and give me how long you had this policy.
[AGENT][NEUTRAL] All right. I do see it has been active since [PII] and
[AGENT][NEUTRAL] It is a supplemental accident benefit.
[AGENT][NEUTRAL] Oh, no, that is the writer.
[AGENT][NEUTRAL] It has a right of supplemental accident benefit. Um, allow me just a second to pull up the policy certificate.
[CUSTOMER][NEUTRAL] You say supplemental what?
[AGENT][NEUTRAL] Um, it has a supplemental accident benefit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But I'll, um, I'll pull up the general and see.
[AGENT][NEUTRAL] OK, it is a, it is not a life policy, it's a limited benefit health in indemnity policy.
[CUSTOMER][NEUTRAL] Limited benefit health, what?
[AGENT][NEUTRAL] Indemnity policy.
[CUSTOMER][NEUTRAL] Say that last word, just spell it for me because I'm not understanding it when you say it.
[AGENT][NEUTRAL] All right, um, a limited benefit health indemnity. I N D E.
[AGENT][NEUTRAL] M N I T Y.
[CUSTOMER][NEUTRAL] OK, alright, indemity. I'm sorry, I couldn't get it when you're saying it.
[CUSTOMER][NEUTRAL] Um, OK, so this is more like a health policy.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] With um limited.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so how much is this? What, what is he paying on this every month?
[AGENT][NEUTRAL] Um, let me just.
[CUSTOMER][NEUTRAL] It says so clearly has the automatic graph on it.
[AGENT][NEUTRAL] Um, for this one, the premium cost for it is 173 54 cents monthly, and it has a benefit amount of
[AGENT][NEUTRAL] Um, $1500.
[CUSTOMER][NEUTRAL] $1500 a month.
[AGENT][NEUTRAL] Mm, I am not able to see that, um, for more information about specifically how much would it cover, um, each time that could be uh benefits. Mhm.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] But this is what I need you to do. I need you to send that to we have a new address, so all information.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I need to do a change of address. I need to, I need the whole file of that policy sent.
[AGENT][NEUTRAL] All right, I can definitely do that. And I do see here that the address that um we do have the new address, but I will go ahead and request.
[CUSTOMER][NEUTRAL] Um, you do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You have the new address is [PII].
[CUSTOMER][NEUTRAL] That's the new address.
[AGENT][NEUTRAL] Oh, it is a new edge right.
[CUSTOMER][NEUTRAL] What, what, what address did you have for the new address?
[AGENT][NEUTRAL] Um, the one that you all verified with the [PII].
[CUSTOMER][NEUTRAL] OK, yeah, that's, yeah.
[CUSTOMER][NEUTRAL] Yeah, that's not it.
[AGENT][NEUTRAL] Alright, um, let me just a second so I can go ahead and correct it.
[CUSTOMER][NEUTRAL] So, uh, why has he, what, OK, I'm gonna let you do this first and then I have another question.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. uh, what is the new address?
[CUSTOMER][NEGATIVE] I mean because he hadn't received any.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Saint John's with an S.
[CUSTOMER][NEUTRAL] Drive.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and that's [PII].
[CUSTOMER][NEUTRAL] Louisiana.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you repeat that zip code for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Yeah, send me a full, um, read up on this policy and everything, and um the next question is um what so has there have there has there been an overpayment?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, I'm trying to, let me just.
[CUSTOMER][NEUTRAL] Because he has several checks that he had been cash from this policy and because he didn't know what it was but you know I'm, I'm, I take care of everything now so um I'm seeing that he had a check that he'd never cashed so y'all send the verification for that check. I could give you the pay reference number for one of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, um, let's see really quick.
[CUSTOMER][NEGATIVE] This is one that he never cash, so they must have put it back through the system, probably lost it or probably jumped in mail or something.
[CUSTOMER][NEUTRAL] That I could give you the reference number.
[AGENT][NEUTRAL] Uh, sure. All right. Let me just a second so I can try to look up the page to check, to check on the, on the payment received.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because, um, let's see, because I was trying to see if there was any um sort of
[AGENT][NEUTRAL] Claim, but it is not loading me the page here. So Ms. [PII], will you be OK if I um transfer you to um it will be, that will be the billing department so they can check on the check for you because I do not have access to that section of the system. Would that be
[CUSTOMER][NEUTRAL] OK, before you transfer me to the billing department, can you put in, um, you did the, the change of address, can you send out the information I need for?
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I need uh
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Yeah, give me a run that give me all policy information on its own policy.
[AGENT][NEUTRAL] Mhm, yes, um, I went ahead and since the address has been updated already, um, I will go ahead and also
[AGENT][NEUTRAL] OK, I just requested a new.
[CUSTOMER][NEUTRAL] In our new policy cards or whatever he had.
[AGENT][NEUTRAL] Yes, um, I requested a new.
[CUSTOMER][NEUTRAL] Yeah, send me a new card.
[AGENT][NEUTRAL] Policy um certificate to be mailed. Um, I will say we do not provide um policy ID cards for this type of policy, um, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] But the certificate should be received, um, and that will, I will go ahead and provide the policy number to them so you and that you are verified and that you have already permission to um for us to release information. So you should be good from there, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, Ms. [PII], this is [PII] again. Um, I was about to ask a quick question. Does the check received say that it was received from APL?
[CUSTOMER][NEUTRAL] Um, yeah, no, it says that it because it was never cashed, um, they sent out a, a.
[CUSTOMER][NEUTRAL] A check, uh.
[CUSTOMER][NEUTRAL] Appropriate statements.
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] OK, but does the
[CUSTOMER][NEUTRAL] But I did, I do have one that was, I do have a check that I did receive also with that one.
[AGENT][NEUTRAL] OK, because I am just realizing that APL is kind of like the third party of the of UTBA which is the um Universal Trucking Association, um, so it might sometimes we don't handle that part of the information of the checks that are being sent out. Sometimes it comes um directly from the UTVA group. So I will check really quick if.
[CUSTOMER][NEUTRAL] What, what you call it?
[AGENT][NEUTRAL] Um, the UTVA.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] U U T B A.
[AGENT][NEUTRAL] Mhm, yes, and we are American Public Life APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so I, OK, well, however it is, I just need to find out about it.
[AGENT][NEUTRAL] Mhm. But yes, I already uh requested that um policy certificate. I can give a really, a really quick call to billing to check on it if we do or do not handle um information for the checks received. Um, if we do not have anything, I can.
[CUSTOMER][NEUTRAL] Yeah, I mean, with the, the letter it has it it has APL on it.
[AGENT][POSITIVE] OK, perfect. Because it does, then yes, um they will be able to um check everything with the um check number or reference number that should be in there, but I will go ahead and connect you with them, all right?
[CUSTOMER][NEUTRAL] OK, that, and you said that company again was Universal Trucking.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Um, UTA benefits association.
[CUSTOMER][NEUTRAL] UTBA what it stands for.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line, spouse of Mr. [PII] with policy number 22.
[AGENT][NEUTRAL] 79844.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh, she got the spouse already granted, um.
[AGENT][NEUTRAL] What is it, um, permission for us to release information about the policy. Um, the spouse is requesting information because she received a letter from us with a check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But she doesn't really know what it, where it's coming from. I've tried to search if we paid a claim or something on the Amtrak um page, but it's not moving for me. It's kind of frozen. Um, could you check it with the check number and all of that for her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, I don't think it's a billing check, um.
[AGENT][NEUTRAL] Because I don't see
[AGENT][NEUTRAL] I don't see any notes on the policy.
[CUSTOMER][NEUTRAL] Let me see what's.
[CUSTOMER][NEUTRAL] Yeah, I don't either. What's the check number?
[AGENT][NEUTRAL] Um, I didn't grab it.
[CUSTOMER][NEUTRAL] Um, OK, I'm not sure if I'd be able to.
[AGENT][NEUTRAL] I do see it's a web TPA.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] I do see it says um web CPA on the correspondence that we have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know what information I'd be able to give her because I don't see that it was a billing check so I'm not sure um.
[CUSTOMER][NEUTRAL] Let me see if there are any other correspondence in on base.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What correspondence do you have do you see?
[AGENT][NEUTRAL] Um, all I see is, um, web TPA. That's only it says and everything is from [PII].
[CUSTOMER][NEUTRAL] Oh OK um.
[CUSTOMER][NEUTRAL] Yeah, um, I would maybe, I really don't know on this one. I don't know that there's anything I can help her with other than maybe transferring her to claims to see if they can check on it um let me look and see if I have access to that screen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm gonna try looking in in track and see if it will give me any information.
[AGENT][NEGATIVE] Because I tried to pull it up and it's just the spinning and nothing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Is it like after you press enter does it just never load?
[AGENT][NEGATIVE] Mhm. I put in the policy and I was about to um put for part one and it's just spinning and doesn't move.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what mine's doing. I put the policy number in in part one and it just has that little hourglass.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Thing, it's not, let me try it on my other screen. I don't know why that's not working.
[CUSTOMER][NEGATIVE] Now both of my screens are doing that uh we may need to get someone from.
[AGENT][NEGATIVE] Yeah, it froze a lot of mine.
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Yeah, we may need to get someone from claims to check um to see if they issued anything because just on the billing side I don't see that we issued any any refund so I would have claims I can see um that's the only other thing that I can think of um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can't, it's not letting me pull that up it's just frozen so maybe somebody in claims will be able to pull that up to verify if they sent anything.
[AGENT][POSITIVE] Mhm. All right. Thank you.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] I apologize for the for the wait, Ms. [PII]. I was checking um with uh billing department and they are also having some troubleshoot um trying to pull up the, the screen, but I will have someone with the claims department should that should be more directly and then I will go ahead and provide all the information and transfer you to them. Would that be OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, and I apologize for the wait. I was just providing all the information for the policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Miss [PII] on the line um with policy 2279844. Uh, she is the spouse of the policy holder. Um, he already granted permission for us to allow um this information from the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, she is requesting information because she received a letter from us, and she, they have been receiving checks from us as well. Um, I checked with billing and they weren't able to find anything on their side. Um, I kind of tried to look into the claims if there was, uh, it was from a claim, but the Amtrak, um, screen for me is frozen, so I haven't really been able to um pull up anything. Could you help her with that?
[CUSTOMER][NEUTRAL] Uh, I can definitely try, but under this plan we don't process claims. It would be through web TPA, but what is her name again?
[AGENT][NEUTRAL] Um, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did she give you your first name?
[AGENT][NEGATIVE] Oh, she said something that I was unable to understand.
[AGENT][NEUTRAL] So I just used her um last name, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, Ms. [PII], I have Ms. [PII] on the line. Um, she will be taking care of you, um, from now, all right?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You are