AccountId: 011433970860
ContactId: dcdb9e3c-ead8-4a41-ad0c-6e87004bacc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559609 ms
Total Talk Time (AGENT): 351497 ms
Total Talk Time (CUSTOMER): 181615 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dcdb9e3c-ead8-4a41-ad0c-6e87004bacc7_20250228T13:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. Uh, you got my mama name.
[AGENT][NEUTRAL] I'm so sorry. I didn't understand what you said. Yes, ma'am. I didn't understand you though.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I say good morning and you have my mother's name.
[AGENT][NEUTRAL] Oh, I do. [PII]'s your mom's name? Oh.
[CUSTOMER][NEUTRAL] Yeah, her name, yes.
[AGENT][NEUTRAL] 00 wow. Well, good morning.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Good morning. Uh, I was calling because I'm trying to see, um, I'm trying to go to the doctor and they said my insurance out of network. So I was trying to see if you can email me the providers that I can go to with this insurance.
[AGENT][NEUTRAL] OK, so you're needing to find out about network providers for your plan, is that correct? Yes, ma'am, well, I'll be able to help you with that and, and once I get your policy information pulled up and verify several things with you for security, then I'll better be able to direct you on that, OK? So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. All right. And thank you. And Miss [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] The member number?
[AGENT][NEUTRAL] I would start with the for APL. It's either gonna start with just a number, whether that's a 0 or another number. Mhm.
[CUSTOMER][NEUTRAL] Uh, uh, the APL.
[CUSTOMER][NEUTRAL] I think it's APL 2000.
[AGENT][NEUTRAL] No, there would be another number on your ID card for our coverage. It's the number you were about to give me start with a D.
[CUSTOMER][NEUTRAL] Mm, all I have is a 02536.
[CUSTOMER][NEUTRAL] 254.
[CUSTOMER][NEUTRAL] And I have a 60.
[CUSTOMER][NEUTRAL] 16068 that's only three numbers I see.
[AGENT][NEUTRAL] OK, so give me the one that had the 025.
[CUSTOMER][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] 362-54
[AGENT][POSITIVE] OK, thank you so one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct? OK. And then lastly, Ms. [PII], your email address?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh, my [PII] and last name, [PII].
[AGENT][NEUTRAL] OK, so one thing on your email, Ms. [PII], that you will need to get updated with the Universal Trucking Benefits association and I can also connect you with them, but instead of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They have [PII].
[CUSTOMER][NEUTRAL] They put [PII], yes, yeah, but I called like 2, I called like 3 months ago for them to uh correct that, but I, I don't know.
[AGENT][NEUTRAL] For you
[AGENT][NEUTRAL] Oh, at UTBA you did?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm correcting it. I can connect you with someone there actually to um and there and let them know that this needs to be updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um I have gotten it corrected now Ms. [PII], have you ever set up your profile in the APL online service center where you can have access to like your ID cards and stuff online?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, see, I tried to do that and they said it wouldn't verify.
[AGENT][NEUTRAL] Right. Probably because that email was wrong.
[CUSTOMER][NEUTRAL] Because my, OK.
[AGENT][NEUTRAL] Mhm. Uh, the last thing to verify because you do have to enter this one time and setting up your portal is your full social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that part is correct. OK, so again I've gotten the email updated here at APL and we'll make sure it's updated with UTBA now on the policy that you have, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Multiplan I can tell you is your network.
[AGENT][NEUTRAL] And I can provide you mhm I can give you their phone number and then I can transfer you to multi plan or I can transfer you to UTBA and then hopefully they can transfer you for the network provider questions.
[CUSTOMER][NEUTRAL] Mhm multipla.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it don't matter.
[AGENT][NEUTRAL] OK, well, the phone number for UTBA or do you already have that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on, let me get a pen. OK, go ahead, go ahead.
[AGENT][NEUTRAL] OK. Sure. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the phone number for multi plan again this is for your network provider questions [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I am going to email you Ms. [PII] the user guide for our portal that I was talking about and the email that you're gonna receive from me will come from [PII] at excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And I will put APL online service center portal in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll send that to you in just a moment, but I think it would probably be better if I go ahead and connect you to UTBA to make sure they have your information correct since you said that you have updated it with them before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, and then.
[CUSTOMER][NEUTRAL] Because they, uh, yeah, cause on my insurance card I had before it had, I realized it had [PII] and I'm like, what that's not my name.
[CUSTOMER][NEUTRAL] Right, so they send me a new insurance card with, with the correct name, but I didn't know they been updated in the system or not.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, may, we may have received your enrollment information initially with your name wrong if the ID card was from us and it had your name spelled incorrectly, but we just wanna make sure that they have your information correct as well, but it is now correct in our system, so the email I'm sending to is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. I mean, I'm sorry, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes. Correct. Correct.
[AGENT][NEUTRAL] OK. All right. Well, before I connect you over to UTBA, is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling UTBA.
[AGENT][NEUTRAL] Hey, is this [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good for Friday. How about yourself?
[AGENT][POSITIVE] Yeah, I'm glad it's Friday myself.
[AGENT][NEUTRAL] Well, I have an insured on the line with [PII]. Her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we just need for you to make sure that her email is correct.
[AGENT][NEGATIVE] Because it was not correct in our system, it had a typo in it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just the email.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] And her first, I mean, her first name is [PII] and that should also be what it's in, but we have it as [PII].
[CUSTOMER][NEUTRAL] We do too. [PII].
[AGENT][NEUTRAL] Mhm. See, and she's, uh-huh, [PII], like the color stone, but she.
[CUSTOMER][NEUTRAL] Yeah. [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you have it with a [PII] or a B?
[CUSTOMER][NEUTRAL] We had a [PII] as well, so I just changed it.
[AGENT][NEUTRAL] OK, so if you'll just let her know because she said she had already called you all, so that's why I was transferring her to verify that it is indeed been updated with y'all now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. Uh, yes, ma'am. OK.
[AGENT][POSITIVE] All right. And thank you so much, [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You do the same.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. All right, bye bye.