AccountId: 011433970860
ContactId: f3dd2b40-0352-4570-b182-3f566ace7b85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 775700 ms
Total Talk Time (AGENT): 244799 ms
Total Talk Time (CUSTOMER): 461102 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f3dd2b40-0352-4570-b182-3f566ace7b85_20250220T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey afternoon to.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I got uh alright so I actually have a few questions actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So first I bought insurance for maybe close to a year, about a year now, maybe a little bit over. Alright, um, how do I go about figuring out uh a care provider?
[AGENT][NEUTRAL] OK, I can help you with finding a provider. Uh, can I first get your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, so which, uh, I got two cards. One says group hospital and indemnity, and one says group voluntary dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which one it's 2 different policy numbers on both though, so which one do you want?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, either one is fine. I could put in one policy number to pull in all of them for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 02502953 and you have a pen and paper just keep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, I'm going to need you to verify your address, phone number and date of birth for me.
[CUSTOMER][NEUTRAL] Oh, so hold on, what did I just give you that first time? Date of birth? [PII].
[CUSTOMER][NEUTRAL] Yeah, alright, so my date of birth is [PII]. Phone number is [PII]. Address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and if our call gets disconnected is this phone number that you provided a good one to call you back on?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. So in order to find a provider for your dental insurance, I'm gonna give you
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, not, not dental.
[CUSTOMER][NEUTRAL] I'm sorry, medical.
[AGENT][NEUTRAL] Medical. OK, you should be able to use this, this card, um, anywhere, but what I'm going to do is, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have a doctor in mind. Is there any way you can look up a doctor and let me know if they do take it?
[AGENT][NEUTRAL] Well, it's not it's uh you're not an in-network uh you don't have to go in network you can use anybody you want to. You just present the card to them and they can call and verify your benefits with us.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so then it'll just be a different like co-pays and stuff would be.
[CUSTOMER][NEUTRAL] Different or
[AGENT][NEUTRAL] No, it's all based on
[CUSTOMER][NEUTRAL] So it, so I don't, I don't have an in-network like position, like, you know, like for instance, my doctor is a promedica doctor. I don't know if that uh mean anything, but she uh do promedica. I feel like I called and they said they don't take the insurance. Maybe I gave them the wrong information.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, just go ahead and present the the card to them and then they can call and get all your benefit information on how we pay and um what's paid and they can call and verify all of that with us and, and verify that you are eligible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, so I'm gonna do that today then I'll call her office today again, alright, so that's as far as finding a for the medical doctor, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like a primary care physician, that's what I wanna say.
[CUSTOMER][NEUTRAL] PC primary care physician. OK, now you said for dental, how do you go about that?
[AGENT][NEUTRAL] Uh, you're gonna need to go to our website. It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it uh I it'll be able to walk me through how to find a dental, dental provider.
[AGENT][NEUTRAL] Right, um, you're gonna go to the top right hand corner in the search bar.
[AGENT][NEUTRAL] The little magnifying glass you're gonna type in provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll take you to another page and you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] My provisor.
[AGENT][NEUTRAL] And then that's just self-explanatory after that, it searches for providers in your area by your zip code.
[CUSTOMER][NEUTRAL] OK, and that's for dental. I'm already familiar with the vision. Um, I pretty much go to pretty much all my vision is at the same place I got is it Spectra?
[AGENT][NEUTRAL] Uh, your vision's not through us.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's through like spectrum or something, so that's something different, but y'all take it out of my, it all come out of my bing under the same thing. Alright, so this is my next, so my next thing is this.
[CUSTOMER][NEUTRAL] So, I, um, when I first signed up for the insurance, the person that signed me up, I really don't remember his name, I don't have his number anymore, but he had said something about, so say, um, I'm a truck driver, say I left the current job I'm at and I wanted to pay, continue my uh my insurance, he said I would, I, I'm able to, is that correct or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so what you would do is, uh, once you left your employer, you have 30 days to call us, let us know that you've left, and then we'll be able to get you with customer service so that they can um help you as far as supporting your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I could just pay for it out of pocket?
[AGENT][NEUTRAL] Right, then it would be direct pay.
[CUSTOMER][NEUTRAL] OK, so even if I went to another employer, it couldn't be taken out of my check through there?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK, just direct pay. Alright, bye.
[AGENT][NEUTRAL] Unless, unless you were still with Universal Trucking.
[AGENT][NEUTRAL] Like if you went to another logistics company like right now you're with ICG logistics.
[CUSTOMER][NEUTRAL] What you mean?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, I'm, I'm going to Craig Transportation. I'm not sure if they're Universal trucking or not. I, I'm not familiar. They use a different, um, I was just going over their insurance package is, is they use something else. They don't have that same insurance, uh, that they they don't offer the same insurance, you know what I mean? It doesn't say universal trucking at least. Now it's a trucking company though it is a logistic company like I'll be driving a semi truck.
[AGENT][NEUTRAL] OK, yes. So if they're not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, if they're not affiliated with Universal Trucking.
[AGENT][NEUTRAL] Then no, it couldn't be payroll deducted.
[CUSTOMER][NEUTRAL] OK, but I can ask them that if they are though.
[CUSTOMER][NEUTRAL] Cause that don't necessarily gotta be universal trucking, uh, insurance or nothing, right?
[CUSTOMER][NEUTRAL] It could just be just universal trusting.
[CUSTOMER][POSITIVE] Just a question for me to ask. Oh bless you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right. You can just ask them. Thank you. You can just ask them if they're affiliated with Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if they are, ask them how you can do payroll deduction on your policy.
[CUSTOMER][NEUTRAL] OK, alright, but outside of that I could just give you guys a debit card and you guys could just deduct it weekly out from there, correct?
[AGENT][NEUTRAL] You could call in.
[AGENT][NEUTRAL] And pay with a debit card, but we don't automatically draft from a debit.
[CUSTOMER][POSITIVE] Oh, OK, now is it, now when it changes, oh bless you again.
[AGENT][POSITIVE] Gosh, I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine, you're fine. Uh, where I'm at is bad weather, so I understand. But, um, so, um.
[CUSTOMER][NEUTRAL] So when it, when I change to direct pay, am I still responsible weekly or I could change it to monthly?
[AGENT][NEUTRAL] It'll go monthly.
[CUSTOMER][NEUTRAL] And it switched to monthly at that point, OK, alright, and you know what my monthly payment is?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I just know weekly right now I'm paying like 35 basically I would say.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Right, so monthly you're paying $94.96 on your hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for your.
[AGENT][NEUTRAL] Dental, you're paying.
[AGENT][NEUTRAL] 2301.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] And uh, so what? I don't know I'm confused.
[CUSTOMER][NEUTRAL] 35 5402.
[AGENT][NEUTRAL] You also have a group term life policy.
[CUSTOMER][NEUTRAL] 42.
[CUSTOMER][NEUTRAL] That says, so my thing, it adds up if I do like what I'm paying right now, which is, it's like 3464, so I just round it to 35 and if I do that every 4 weeks, that's giving me like 140 for the month, but what you just gave me 12, 1, 11.
[CUSTOMER][NEUTRAL] 2, that's only like 1200 because the, so do I have to call, so what's the who do I need to call for the vision part to switch that over to then?
[AGENT][NEUTRAL] I am not sure who you have your vision through.
[CUSTOMER][NEUTRAL] It's, it's called Spectra.
[AGENT][NEUTRAL] Yeah, you'll have to look at your card and um see who the number is on the back of it.
[CUSTOMER][NEUTRAL] OK, so I would have to call. Alright, so that's something totally different then. OK, well, I got it through the through the universal trucking thing that's why I was wondering.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like they signed me up with all of that through there. So alright, so I just have to call them separate and then ask them about it, but then vision I can use through you guys.
[AGENT][NEGATIVE] The vision's not with us.
[CUSTOMER][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I'm saying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dental and medical, I mean, dental and medical, dental and medical.
[AGENT][NEUTRAL] Yes, and your group term life insurance.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] And that's included on there too. How much am I paying for that now?
[AGENT][NEUTRAL] $2.50.
[CUSTOMER][NEUTRAL] Uh, and that's a month?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But that's a week, right? Oh, that's a month, OK.
[AGENT][NEUTRAL] Now
[CUSTOMER][POSITIVE] I give me like 12,450 a month. Alright, yeah, that's even better. OK, cool.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So, once I uh start the new job.
[CUSTOMER][NEGATIVE] I'll just call in once I know I, I won't be getting another check from that job. I let them take like that last amount and then once I know I'm not getting another check from them, I'll just call in and um.
[CUSTOMER][NEUTRAL] Let you guys know I switched over. I just call the same number I just called today, right?
[AGENT][NEUTRAL] Right, just call in.
[AGENT][NEUTRAL] Yes, sir, you just call in and ask to speak to customer service about porting your policy.
[CUSTOMER][NEUTRAL] Hoarding policy. OK, cool. Is it like uh pretty fast and simple or?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, cool, alright, cool man.
[CUSTOMER][NEUTRAL] Alright, so that was pretty much it. You said I could just call my call my doctor. I've had before and just let her know like, hey, this is the insurance I got or let them know in the office and you guys wanna verify that this insurance is good, then give them what number do I give them?
[AGENT][NEUTRAL] The same number you called?
[CUSTOMER][NEUTRAL] The same number I just called? OK, be cool.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright, that was it then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can answer all the questions I have. I, is it possible, could you send me out or email me? I know I get like different benefits. I'm gonna still look into them like I know I can get discounts on hotels and flights and things. Could you send me that information?
[AGENT][NEUTRAL] Uh, that
[CUSTOMER][NEUTRAL] Or where I would go to find that stuff at.
[AGENT][NEUTRAL] That information is not affiliated with us.
[CUSTOMER][POSITIVE] Oh, it's this, that must be through the universal trucking thing, definitely I'm sure it is. Alright, OK, appreciate you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, we appreciate you, [PII]. Thanks for calling APL. I hope you have a good day and you be safe on the road.
[CUSTOMER][POSITIVE] Alright, you too. Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.