AccountId: 011433970860
ContactId: f52db1d5-1834-407e-a5e6-f2cfad7ea343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 979250 ms
Total Talk Time (AGENT): 374614 ms
Total Talk Time (CUSTOMER): 407880 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f52db1d5-1834-407e-a5e6-f2cfad7ea343_20250122T20:33_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Web TPA.
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you? I'm good. I have a member on my back line. Um, are you able to help him find somebody in network?
[AGENT][NEUTRAL] Um, yeah, I can take a look at that. Most of our policies don't have a network though.
[CUSTOMER][NEUTRAL] So it goes with multi plan?
[AGENT][POSITIVE] But I can help them for sure.
[CUSTOMER][NEUTRAL] OK, because it's multi plan.
[AGENT][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] OK, yeah, I mean I can Google the multi plan and try to do a provider search for him um through Google.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK wonderful alright OK thank you um his ID number is 00231.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 0662.
[AGENT][NEUTRAL] 62 perfect you said 231-066-2?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful, yeah, if you transfer him on over to me I'll do my best to get him helped out.
[CUSTOMER][POSITIVE] OK, thank you very much you have a good day.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII]. I'm calling or sorry, I'm not calling you're calling me this is [PII] with APL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yes. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sorry about that. I was eating lunch, um.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] I, I need a.
[CUSTOMER][NEUTRAL] I need a list of doctors.
[CUSTOMER][NEUTRAL] In house or what whatever how you call it uh uh that I can use.
[CUSTOMER][NEUTRAL] With my insurance.
[CUSTOMER][NEUTRAL] To my email.
[AGENT][NEUTRAL] OK, yeah, let me do my best to help you with that. I do just need to verify a couple bits of information if that's OK. Could you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect. And would you be able to verify your mailing address as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're sorry, just the last few pieces of information the email address and phone number on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what did you say my phone number, my phone number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, perfect. And give me just a moment um to try to pull up a copy of your ID card.
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] Oh, I need, I need, I need new ID cards too, please.
[AGENT][NEUTRAL] OK, yeah, I can take a look if I have the ID cards on file, I can email you a copy of those ID cards.
[AGENT][POSITIVE] You having a great afternoon so far?
[CUSTOMER][NEUTRAL] No, not really. I've been using out of house, uh, doctors this whole time.
[CUSTOMER][NEUTRAL] And I thought they were in-house.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] The economy is getting bad, uh, for me, but then it gets good. I'm an over the road truck driver, self-employed.
[AGENT][POSITIVE] That's awesome though.
[CUSTOMER][NEUTRAL] Yeah, it's got its ups and downs, uh, uh.
[CUSTOMER][NEUTRAL] I'm off to [PII] to pick up a furniture load.
[AGENT][NEUTRAL] Oh, see, I guess.
[AGENT][MIXED] Traveling would be really nice. I guess I could get probably kind of lonely though. Do you have like a dog you can travel with?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] I do all that I have to do all the paperwork. I have an S corporation that helps me save on taxes.
[AGENT][POSITIVE] That's nice.
[CUSTOMER][MIXED] So I pay, I have to do the payroll. Oh yeah, yeah, it is nice and uh I do all the maintenance on the truck. I pay all the bills. A dog, a dog would be nice, but I just don't have the time.
[AGENT][NEUTRAL] I guess that makes sense. It's just.
[AGENT][NEUTRAL] I don't know. I, do you like listen to podcasts?
[CUSTOMER][NEUTRAL] Oh yeah, oh yeah, I'm uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Pretty fluent with uh the investment uh side of things. I'm doing pretty good uh.
[CUSTOMER][POSITIVE] Uh, with all the downturn in our economy, so I'm pretty impressed on that one.
[CUSTOMER][POSITIVE] I like, I like to listen to, I like to make money.
[AGENT][NEUTRAL] You know what? I will give you that. That is, I think we all do, um.
[AGENT][NEUTRAL] I've started listening to podcasts, but
[AGENT][NEUTRAL] They're, I mean, they're like about Buddhist monks, like I don't.
[AGENT][NEUTRAL] I'm not sure, um.
[AGENT][NEUTRAL] Some of them are, I have no idea physicians, it's just like somebody who interviews like random people and random.
[AGENT][NEUTRAL] Like callings of life, um, TV hosts, like whatever, and I just listen to them talk.
[CUSTOMER][NEUTRAL] Yeah, yeah, I listened to.
[AGENT][POSITIVE] I should probably invest that time into learning about finance though.
[CUSTOMER][POSITIVE] My, uh, my fav my favorite one I just found a couple of uh months ago is Bloomberg on YouTube.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, and then I listened to the China show. All our, uh, we don't produce, uh, little stuff, uh, as in, uh, uh.
[CUSTOMER][POSITIVE] Uh, nail files and, uh, nail cutters and uh eyebrow tweezers, we don't produce any of that kind of stuff, but we can still make pretty good money on it.
[CUSTOMER][POSITIVE] And they produce all that stuff in Asia, which is shipped over here on in containers on a ship and it's quite fascinating to see how it actually works, you know, and, and how.
[CUSTOMER][POSITIVE] How much we are dependent on other countries for our drugs, uh, and, you know, just the little stuff that has been overregulated here in the [PII] because of government, uh, labor, uh, raw materials, and the EPA and uh it just fascinates me how, how we have
[CUSTOMER][NEGATIVE] They have screwed ourselves so bad that if, if we can't get those goods from other countries, we're we we wouldn't survive. Exactly. And I don't.
[AGENT][NEUTRAL] Oh, we don't have them.
[AGENT][NEUTRAL] No, that is like.
[AGENT][NEGATIVE] A little like bumming because like, you know, I don't, I don't know. I'm not a history major or a buff or I or an expert, but it just feels like our country was really founded on like the principles of self-reliance, and it doesn't feel like we're self-reliant anymore.
[CUSTOMER][POSITIVE] Yeah yeah you're right.
[AGENT][NEUTRAL] So I am sending.
[CUSTOMER][NEUTRAL] I worked in a steel mill in [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh, I'm about to say um I sent you three different, um, lists. One was for family practice, so finding a primary care physician, the other one for urgent care is near you, and then the other one was for hospitals near you. So you should be getting 3 lists uh for providers in your area, and then you should and those will come from multi-plan um from their website and then from APL you should have gotten a copy of your ID card with us.
[CUSTOMER][NEGATIVE] I do have, but they're all worn out. You can't really read the numbers too well.
[AGENT][NEUTRAL] OK, I'll put in a request for you to get mailed out a brand new copy and then I will, but you did get I did email you a digital copy to your email as well, OK?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Good, uh, thank you. And, uh, eye doctors will be on that, uh, any of those lists?
[AGENT][NEUTRAL] Oh, that is an excellent question. So for multi plan I think it's just medical. I don't think it's vision, but let me see if they have something listed for your vision provider.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] I think I
[CUSTOMER][NEUTRAL] Right, I do have vision and dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With with Delta Dental excuse me, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I can't access like I don't see that information um who those providers would be it doesn't have it on my side and that might be something.
[AGENT][NEUTRAL] I know you just spoke to her, but that might be something they know at web TPA who those providers are, but I don't have access to that information.
[CUSTOMER][NEUTRAL] I'm good on the dental. I got that all figured out, but uh, just the eye doctor, so I need to, could you transfer me back to her?
[AGENT][POSITIVE] Yeah, you bet you let me pull up that phone number real quick and I will send you right back, OK?
[CUSTOMER][POSITIVE] All right, great talking to you.
[AGENT][POSITIVE] Yeah, it's my pleasure. I'm going to put you on a quick hold and I am really glad we got the chance to chat today. [PII], it was a pleasure.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII]. If you are a member calling about your premium billing or need to make changes to your account, such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network, please press 2. For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press 3 now or simply stay on the line.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number?
[AGENT][NEUTRAL] Oh yes, I'm not sure if it's gonna be the same. Um, I just spoke with [PII] who transferred this insured to me, um, but his number with APL is 231-066-2.
[CUSTOMER][NEUTRAL] Um, let me just repeat it. 231-066-2.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and you just spoke to [PII], yeah, she's in my department might be different group then.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, she's just
[CUSTOMER][NEUTRAL] What's the numbers?
[AGENT][NEUTRAL] Transferred them to APL, so I don't know if with web TPA if they have like a different ID number.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, what's the member's first and last name?
[AGENT][NEUTRAL] [PII] is [PII]he first name. Last name is [PII]
[CUSTOMER][NEUTRAL] OK, give me one moment.
[AGENT][POSITIVE] Oh yeah, take your time. I'm good.
[CUSTOMER][POSITIVE] OK, yes, so I was able to find [PII] in my system and yes, this is the correct department.
[AGENT][NEUTRAL] Perfect so I just helped um they transferred him to me. He was speaking to y'all originally um for help getting his uh searching providers for multi plan and I just googled the providers and sent him the list like just through Google, but now he has questions about his like vision insurance and stuff like that and I don't have that sort of information so I was just trying to figure out who to get him in contact with um so you can get information on his vision insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, this is only for medical plan um there's no vision on the plan I'm showing.
[AGENT][NEUTRAL] OK, so yours is also only medical?
[CUSTOMER][NEUTRAL] It, it would
[CUSTOMER][NEUTRAL] Uh huh, yeah, that's what I'm showing, yeah, me and [PII], we're on the same department we only deal with medical, so we have this medical plan pulled up but there's no vision on here.
[AGENT][POSITIVE] No worries, I'm gonna see if I can just send him to UBTA UTBA. There we go, those are the right letters and maybe they because they're coordinating the benefits, maybe they'll have access to that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah I hope so.
[AGENT][POSITIVE] Well perfect
[CUSTOMER][NEGATIVE] I know you know this going back and forth can be a little hassle.
[AGENT][NEGATIVE] Yeah, absolutely, I wish I knew like at least the company and I could tell him, but I will, I'll go ahead and reach out to Universal Trucking instead.
[CUSTOMER][POSITIVE] OK, well thank you for calling customer service. Enjoy the rest of your day.
[AGENT][POSITIVE] You too, thanks. Bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, I just wanna let you know so I was talking to Web CPA and they just do medical, um, but I have another contact the Universal Trucking Benefit Association, and they coordinate all your benefits. So I'm gonna try to reach out to them, but I just didn't wanna leave you on hold for so long and I'll let you know what was up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. One more minute please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] UTVA
[AGENT][NEUTRAL] Hi, this is [PII] with APL. Um, I have a mutual insured on the line who just needs information.
[CUSTOMER][NEUTRAL] OK, what's the first and last name?
[AGENT][NEUTRAL] Yes, his first name is [PII] and his last name is [PII]
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Will do thank you and what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. I'll introduce you.
[AGENT][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, I have Ms. [PII] on the line with the Universal Trucking Benefit Association and she's gonna be able to help you out, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEUTRAL] Thank you for holding, sir. What was your first and last name?