AccountId: 011433970860
ContactId: dca854c6-cabd-4a1a-a119-085e1ce72213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871010 ms
Total Talk Time (AGENT): 456656 ms
Total Talk Time (CUSTOMER): 229274 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/dca854c6-cabd-4a1a-a119-085e1ce72213_20250609T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have insurance. Do you guys or through my company with you guys and I had my appendix removed like a year ago and I'm getting some bills from it and I'd use that insurance. I don't know if it covered any of it or.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Any of that so I was just gonna look into it.
[AGENT][NEUTRAL] OK, so you're wanting to see if we were, we received a claim filed for you from last year, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] It was just at a year. I just got a statement.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes, sir, I can help you.
[CUSTOMER][NEUTRAL] I don't know the other day in the mail.
[AGENT][NEUTRAL] I can check that for you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Oh man, I don't know. Let me see if I got my wallet. I know.
[AGENT][NEUTRAL] And I can also look it up with your social security number if the insurance is in your name, Mr. [PII].
[CUSTOMER][NEGATIVE] And I'm not gonna.
[CUSTOMER][NEUTRAL] OK, the, uh, policy number is uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] for every
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your policy information pulled up. Then I will have to verify several things with you first for security.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll send Mr. [PII] for any information that is provided today will be a verification of benefits and not a guarantee of payments. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] I'm not sure what I have on file. Uh, I have recently moved to another state, uh.
[CUSTOMER][NEUTRAL] But it probably is [PII].
[CUSTOMER][NEUTRAL] If it's not that I can give you another one,
[AGENT][NEUTRAL] And the, and the zip, and what is the zip code for that address?
[CUSTOMER][NEUTRAL] Uh, I think it was like [PII] maybe.
[AGENT][NEUTRAL] Mm, no, sir.
[CUSTOMER][NEUTRAL] Hang on, let me look it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is still your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Or uh.
[AGENT][NEUTRAL] OK. You said, OK, so you said [PII] and spell, spell it out to make sure they have the correct spelling in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, on your address, is the [PII] no longer valid for you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. So have you updated that address also through the Universal Trucking Benefits Association, which is who you registered for your coverage through?
[CUSTOMER][NEGATIVE] No, ma'am, I, I'll be, I'll be honest with you, I'm pretty confused on the insurance. The only thing that I noticed about the insurance is I get $700 something dollars pulled out of my check a month because I went to the doctor the other day or the emergency room. They wouldn't cover it. I'm getting big bills from when I had surgery that I wasn't planning on having, so I don't even know that it works.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so that's all.
[AGENT][NEUTRAL] OK, so first off, for any questions on your deductions or, and also to get your address fully updated, I will make sure to give you the universal trucking benefits phone number and I can connect you over to them.
[CUSTOMER][NEUTRAL] I don't know what y'all cover.
[CUSTOMER][NEUTRAL] Yes ma'am, I think I have their number.
[AGENT][NEUTRAL] OK, once we're finished, but they will need to get your information corrected as well. So what is your updated address?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] That I need to change it here to at [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back. [PII]. Is that correct?
[AGENT][NEUTRAL] Mr. [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, yes, yes ma'am.
[AGENT][NEUTRAL] OK, thank you. Alright, and when did you have, so I've got that updated here at APL and again I'll give you UTBA's phone number and I can connect you for that. um, what's the date of service that you're questioning to see if we received the claim for?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I look.
[CUSTOMER][NEUTRAL] I'm not exactly sure, but it was right out a year ago, uh, last week, my mom had told me it's been a year. I think it would, I think [PII] or.
[CUSTOMER][NEUTRAL] Yeah, [PII] or [PII] of last year.
[AGENT][NEUTRAL] OK, so we're not
[CUSTOMER][NEUTRAL] It would, it would probably be [PII].
[AGENT][NEUTRAL] So I don't have any claims.
[CUSTOMER][NEGATIVE] One of the only claims I have.
[AGENT][NEUTRAL] So I don't have anything. OK, so for [PII], all right, let's see.
[AGENT][NEUTRAL] OK, so I believe that was the date so we did receive and have well one more question for you, have you ever set up your profile before in our portals, the online service center so that you can have access to your information online? OK, I'm going to actually send you an email on how to set up that portal.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Along with the user guide so that you can actually see what's on file and if you ever have to file your own claim with us you can also do that online. So there were several claims received uh we were able to pay benefits again as you know this is not a major medical insurance plan so it pays specific amounts for certain services, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, give me a moment.
[AGENT][NEUTRAL] It's gonna take us a few minutes to look at each one.
[CUSTOMER][NEUTRAL] OK, and I'm gonna go ahead and let you know I'm probably gonna cancel my insurance today. Is that something I can do with you or we gonna have to go somewhere, yeah.
[AGENT][NEUTRAL] You, no, that will be benefits and a card because they handle all enrollments for the, well, I'm sorry, no benefits and a card, Universal.
[CUSTOMER][NEUTRAL] OK, can you transfer me that after we're done?
[AGENT][NEUTRAL] Yes, that's to the Universal Trucking Benefits Association. Like I said, they are, they provide any company, depending on the type of benefits you've enrolled for, they provide those companies your information, so that is who would, who would take care of that, OK, for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for example, the anesthesia services from that date were not, those, that was denied and the reason is because this policy does not provide a benefit.
[CUSTOMER][POSITIVE] Oh, that's great. I should have read all that, man.
[AGENT][NEUTRAL] For anesthesia services.
[AGENT][NEUTRAL] Mhm. OK, so let's see.
[CUSTOMER][NEUTRAL] I think I've paid over $18,000 over the last couple of years and.
[CUSTOMER][NEGATIVE] I don't know. I'm getting a $15,000 bill right now. I should have just saved my money.
[AGENT][NEGATIVE] And again, I understand that it is frustrating and, you know, it goes back to this is not a major medical plan. This is a, a limited benefit plan. Now, there was another charge from the actual facility.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that one was also
[AGENT][NEUTRAL] Denied
[AGENT][NEUTRAL] And the reason for the denial for that one particular claim is because the benefit maximum for your for that data service was met.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We have processed.
[AGENT][NEUTRAL] Another claim.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] For that date. Did you go into the emergency room?
[CUSTOMER][NEGATIVE] Yeah, I thought I was dying. I don't know what was going on.
[AGENT][NEUTRAL] So there was 4 charges for the emergency room and an imaging benefit. You had some type of scan done. Now, there was a benefit paid on that in the amount of $350. That was for Longview ER operations.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And when that claim was processed and paid, it stated with this check, the maximum benefit payable for the state of service had been met. That was on the ER visit and then with the imaging benefit, the calendar maximum for this benefit is exhausted with the payment of this claim.
[AGENT][NEUTRAL] On your surgery, there was a benefit paid in the amount of $1000.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And that was for Harrison County Hospital?
[AGENT][NEUTRAL] And on there with that payment, with that check, the maximum benefit payable for that data service was met.
[CUSTOMER][NEUTRAL] Yeah, I don't even know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then one more, let's see.
[AGENT][NEUTRAL] And there was also another benefit paid in the amount of $125 for Chris, uh, excuse me, Chris Trinity Clinic.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with
[CUSTOMER][NEUTRAL] I guess they're all tied together because I only want that you know that was all I was doing that day.
[AGENT][NEUTRAL] Yes, sir. And they all, you know, they do, they all bill separately depending on what you've had done and who sees you. So when we paid that $120 we paid a $125 benefit, and again, the remark with this check, the maximum benefit payable for this service date has been met.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So we did receive claims, we did pay the maximum benefits that we could pay for that data service, but again with this not being a major medical plan.
[AGENT][NEUTRAL] That's why I did not process like a major murder.
[CUSTOMER][NEUTRAL] Yeah, I can't imagine what a medical major plan would cost because Jesus Christ, uh.
[CUSTOMER][NEUTRAL] But yeah that that's fine I guess I'll I'll figure out what I gotta do. Will you, uh, transfer me to where I can cancel this insurance?
[AGENT][NEUTRAL] Yes, sir, and that's
[AGENT][POSITIVE] Sure, I'll be happy to do that. Is there anything else, Mr. [PII] though that I could help you with first? And do you want me to give you their number? Well, you're welcome. So you do have their phone number just in case for some reason we were to get disconnected?
[CUSTOMER][POSITIVE] No ma'am, I really appreciate you.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Yeah, I got it on email, but maybe I'll get it quicker if you transfer me.
[AGENT][POSITIVE] OK, well thank you again then for calling APL if that's all I can help you with and I hope that you have a nice and safe day.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. So one moment, please.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling UTBA.
[AGENT][NEUTRAL] Hi, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Hey Role, it's [PII] at APL. How are you?
[CUSTOMER][NEUTRAL] Hey, hey.
[CUSTOMER][POSITIVE] I'm good thank you how are you?
[AGENT][NEUTRAL] I'm all right, thank you. So I have an insured on the line who is going to want to cancel his policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK, you can send him over.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a great day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm mhm. All right, bye bye mhm.