AccountId: 011433970860
ContactId: e83f7b58-ea14-411e-a97e-cfd27dfc4db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605650 ms
Total Talk Time (AGENT): 253675 ms
Total Talk Time (CUSTOMER): 235000 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e83f7b58-ea14-411e-a97e-cfd27dfc4db8_20250319T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Uh, I have benefits with you all and I'm trying to get like my insurance card, like a digital copy of the insurance card that way I can give to, um.
[CUSTOMER][NEUTRAL] So the urgent care when I make it to [PII].
[AGENT][NEUTRAL] OK. Um, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, uh, give me one moment to pull up your information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEGATIVE] Yeah, the last time I tried to go to an urgent care, you guys, it was on a weekend and you guys wasn't, wasn't open and nobody would take me.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, because I don't show you in our system. Uh, what's the name of your employer group?
[CUSTOMER][NEUTRAL] Um, I'm with Treker Logistics.
[AGENT][NEUTRAL] Truckers Logistics, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, um, I would say you probably have to call UTBA, uh, because I don't show, uh, you have a policy with our company, um.
[CUSTOMER][NEUTRAL] Oh wow, but, uh, 00 my, alright, see now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did they say when your policy was supposed to be effective?
[CUSTOMER][NEUTRAL] It was supposed to be effective [PII].
[AGENT][NEUTRAL] Oh, OK, yeah. Um.
[AGENT][NEUTRAL] Well, I can give you your phone number, but go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] Yeah, cause, uh, alright, so now I feel like I'm getting gym because I've been paying for this for over 2 months and it wasn't effective until, uh, [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now I gotta get the run around just to get the approval of a card.
[AGENT][NEUTRAL] Yeah, because UTBA they would send us information or new enrollments or um
[AGENT][NEUTRAL] But I don't show you in the system.
[CUSTOMER][NEGATIVE] Because uh on the website it let me log into the system and show me stuff on the website, but it's not showing me a medical card.
[AGENT][NEUTRAL] Are you on the [PII] or the [PII]?
[CUSTOMER][NEUTRAL] Like when I
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, uh,
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] And it was uh you were able to log in on there?
[CUSTOMER][NEUTRAL] Yeah, I got a group number. I got a policy number.
[AGENT][NEUTRAL] What's the, what's that policy number?
[CUSTOMER][NEUTRAL] 258.
[CUSTOMER][NEUTRAL] 963 1.
[AGENT][NEUTRAL] OK, thank you. I should have asked that.
[AGENT][NEUTRAL] Because looking under your name, I couldn't find it. OK, let me see.
[AGENT][NEUTRAL] And I typed in your name and it didn't come through, but I'm so sorry. Uh, verify your date of birth and mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh, you said L A Y. I was looking at L E Y. I'm so sorry, that's on me. I apologize. Let me pull up, see if I can pull up your card.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So it's all on me.
[AGENT][NEUTRAL] And it doesn't have um to where you can click on your policy number to our card to come through.
[CUSTOMER][NEGATIVE] Nah, it showed me like uh uh like the paperwork, but it don't show me like the, like the group number and stuff like it don't show me anything that's, I, I know how, uh, you know, insurance card looking. It it doesn't show me that and and that's the same thing that the that the uh the people were looking for when I went to the urgent care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I'm so sorry. Um, and they, well, they need to see a physical card because I don't show in the system I have to send a request for it to be uploaded.
[CUSTOMER][NEUTRAL] No, they, yeah, they, they didn't need a physical card but they wanted to like the, I, I, I forgot the exact information that they were looking for, uh, but they were looking for like a a group number or something like that. Uh, and I know when I tried to go, uh, uh, uh, I'm sorry, it's like really, really windy right now. I'm in [PII]. Uh, yeah, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, but they, they were looking for like a group number and stuff like that, and the only thing that I had was like the policy number to give them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they were trying to call to verify the insurance or whatever, but you know it was the weekend so they couldn't get a hold of nobody, yeah, so it was just like a a crazy situation.
[AGENT][NEUTRAL] Yeah, we're not open on the weekend, yeah.
[AGENT][NEUTRAL] OK, well, um, I can send a request to where they can upload. So you already have to pay?
[CUSTOMER][NEGATIVE] And, and I had to pay out of pocket.
[CUSTOMER][NEUTRAL] Yeah, I pay it out of pocket.
[AGENT][NEUTRAL] OK, uh, but I can um get with our customer service to have it uploaded and also mailed out to you, um, but I would say give it a minute, um, and as far as the claim, you can probably contact web TPA and they can verify with you on how to submit a claim.
[CUSTOMER][NEUTRAL] You say web PPA?
[AGENT][NEUTRAL] TPA? Yes, sir.
[CUSTOMER][NEUTRAL] Like P like Paul.
[AGENT][NEUTRAL] Uh, T as in Tom, P as in Peter, A as in Anthony, TPA.
[CUSTOMER][NEUTRAL] TP TPA OK. Alright. Um, alright, and, uh, so would I be able to get like a digital copy of the insurance card like emailed to me? Is that possible?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Well, I'm gonna send a request so they can upload it because I don't see the card, um, so they can upload that card in the system and once they do, then we can email it to you and it'll be available on the site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right. And how long does that normally take?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it takes a while. Um, hopefully it won't take as long. I say give it about 3 to 5 business days.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][POSITIVE] Oh wow, cause I was trying to go to the doctor today.
[AGENT][NEUTRAL] OK. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Be one moment.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] I can put an urgency on there, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And ask them to upload it as soon as possible.
[CUSTOMER][NEUTRAL] Alright because uh.
[CUSTOMER][NEUTRAL] Yeah, cause, uh, I mean, I'm, what time do y'all close today?
[AGENT][NEUTRAL] Uh, we close at [PII], I'm sorry, we close at [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] Alright, because I mean I could, I'm not gonna be down there until like [PII]. I'm approximately gonna be down there around [PII] this afternoon, so, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I don't know how long it will take me to actually go to the urgent care.
[CUSTOMER][NEUTRAL] That's the only issue, um, so it'll be kinda like pushing it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, our company can verify your eligibility, uh, but as far as uh benefits, um, they will have to contact web TPA and I give you their phone number to where, um, when you do have the service and they need to call to verify benefits, they can contact their office and they can verify benefits with them.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right, and, uh, what's, what's the, what's the phone number to them?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. All right, and what time do they close? do you know?
[AGENT][NEUTRAL] Um, I'm not sure. Oh, and when they call that number, option 3.
[CUSTOMER][NEUTRAL] Option 3.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, I was.
[AGENT][NEUTRAL] OK, I'm trying to.
[AGENT][MIXED] This computer stinks. OK, but I'm gonna send a request so they can urgently upload it into the system and also have it emailed to you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your call back, you said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and I'm so sorry. We'll get this taken care of so they can upload that for you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes sir, and thanks for calling APL. Have a great day, Mr. [PII].