AccountId: 011433970860
ContactId: e86d7efe-14c5-4599-9303-5af4612a2a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570849 ms
Total Talk Time (AGENT): 299517 ms
Total Talk Time (CUSTOMER): 166797 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e86d7efe-14c5-4599-9303-5af4612a2a47_20250505T17:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I suppose my service was supposed to start with you guys on uh [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And um but I have, I haven't received any, I got a uh dental cards, but no, no medical cards. I never received my medical cards or anything like that, the package for my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before I can assist you, is it possible to get your name and a callback number, and then I'll be able to see what's going on if we have your medical and how we can get you some cards today.
[CUSTOMER][NEUTRAL] Uh, uh, yes, ma'am. It's, uh, [PII].
[CUSTOMER][NEUTRAL] And your last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Mr. [PII], do you happen to have your dental policy number? Was the dental card from us or that was a different company?
[CUSTOMER][NEGATIVE] Uh, it, it's at home I don't have it with me.
[AGENT][NEUTRAL] OK, no problem. I can do a name search. Bear with me. And just to make sure that I've got this written down correctly, you said your last name was [PII], uh, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's um [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, got you. I left out the [PII] Bear with me.
[AGENT][NEUTRAL] And what state are you currently located in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And spell your first name again for me.
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] It's moving slowly, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind giving me your social so I can locate you that way? The name search isn't pulling up anything.
[CUSTOMER][NEUTRAL] Uh oh, it's uh it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. I apologize, Mr. [PII].
[AGENT][NEUTRAL] Well, I don't, it pulled up your last name and it was several people with your last name, but it didn't show no [PII]. But here you are, Mr. [PII], I've located your information. I apologize for the confusion on that and thank you for your patience. So I do see that you do have a dental with this, um, to just, let's just make sure that we, I do have the correct person's information up. So if you will, please verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] and the address is [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And I'm also showing that we've got a personal email. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's my last name. It's [PII].
[AGENT][NEUTRAL] Thank you. And that is what we have on file. So you do have a medical policy with us as well through universal trucking, um.
[AGENT][NEUTRAL] You should have gotten your cards. It looks like we mailed them on [PII]. What I can do is email you a temporary card and put in another request for for physical cards to be mailed, and you should get those in the mail within 5 to 7 business days. But in the meantime, the temporary card will be verbatim to what you're getting in the mail, and it does suffice if you need to utilize it as far as going to the doctor's office or hos or hospital, whatever is necessary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I have a doctor's appointment on Wednesday, so I need to.
[CUSTOMER][NEUTRAL] The, you know, give them the new insurance information.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Because you, did you, would you be able to do the, uh, tell me what I where something's covered under or do you guys cover it or?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Under that insurance, uh, to see, um.
[AGENT][NEUTRAL] We do have a department, yeah, that can, I do have a department that can help you as far as what your benefits are and what's covered. If you have something specific you're inquiring about, we can definitely assist you with that today. However, I will have to transfer you, but I'll make sure I get someone and give them all your information so you, they won't have to go through the same thing that you and me went through earlier to locate you. Um, that won't be a problem. Would you like to speak to somebody about your benefits?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Sure and um
[CUSTOMER][NEUTRAL] Because I, I got, you know, just trying to figure out some stuff for this, you know, because that's the reason I want the insurances because the inserts I have for some reason I don't really don't know how I got it, but it didn't cover anything.
[AGENT][NEUTRAL] Right, I understand. OK, so what I'm gonna do is just so we have a recap, I'm gonna go ahead and email you your temporary cards. The email is gonna be coming from [PII]. Keep an eye out for them. You should have them in about 10 or 15 minutes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then of course, I am putting the request in today for a physical cards, so those should be in the mail within 5 to 7 business days, and they will go to your [PII]. That'll be the address we're gonna send them to you. Are you able to take down your policy number, Mr. [PII], and I can give you that as well before I transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yes ma'am, go ahead.
[AGENT][NEUTRAL] Alright, so your policy number for your hospital indemnity policy is 26.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] 44.
[AGENT][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] OK, 2604419.
[AGENT][POSITIVE] Yes, sir, that is correct. And I will go ahead, if there's nothing else I can assist you with today, I will go ahead and transfer you to our benefits department for further assistance.
[CUSTOMER][POSITIVE] OK, I do appreciate it.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. You have a wonderful day and hold please and thank you for calling APO.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the back line that's wanting to get some benefit details on his HI 1721 policy with UTBA.
[CUSTOMER][NEUTRAL] OK, he needs benefit information, [PII] on his policy. Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Yeah, he didn't tell me specifically what he was wanting, but he said he needs to verify some things.
[CUSTOMER][NEUTRAL] No, I can help him. And who, who am I gonna be speaking with?
[AGENT][NEUTRAL] You're gonna be speaking with [PII] and it's policy number 26044.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] And just so you know, I'm sending him temporary cards via email and I'm ordering him cards.
[CUSTOMER][NEUTRAL] Oh no, do we not have a policy certificate?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, we should. Oh, hold on.
[AGENT][NEUTRAL] Yeah, it's there.
[CUSTOMER][NEUTRAL] To say the struggle issue back in March, it better be there.
[AGENT][POSITIVE] Yeah, the HIs, I think they did release some of the HIs. I think some of them were still waiting, but this is one of them that they obviously released thankfully.
[CUSTOMER][NEUTRAL] OK, and did you verify all this information?
[AGENT][NEUTRAL] Yes, everything is correct and his callback number is the one on the phone system, yeah.
[CUSTOMER][NEUTRAL] Is that the same?
[CUSTOMER][NEUTRAL] OK, that which is is that the same one that's in line?
[AGENT][NEUTRAL] Um, no, it's the, well, let me see. Hang on. [PII]. Uh, OK, is it?
[CUSTOMER][NEUTRAL] Yeah it is yeah it is mhm.
[CUSTOMER][NEUTRAL] And did you
[CUSTOMER][NEUTRAL] Did you tell him about the [PII] [PII]?
[AGENT][NEUTRAL] No, I did not.
[CUSTOMER][POSITIVE] OK. All right then, well I can certainly help him.
[AGENT][POSITIVE] All right, here he goes thank you.
[CUSTOMER][POSITIVE] Alright thank you have a good afternoon.
[AGENT][NEUTRAL] You too. Bye-bye.