AccountId: 011433970860
ContactId: fa7e1316-8fda-4c01-aa57-063546455732
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1402979 ms
Total Talk Time (AGENT): 336754 ms
Total Talk Time (CUSTOMER): 286084 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/fa7e1316-8fda-4c01-aa57-063546455732_20250421T17:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I'm trying to find out about my medical, uh, portion of the insurance. I'm trying to see how, what, what that is because I'm trying to get my daughter's trying to go to the doctor and it's not.
[CUSTOMER][NEGATIVE] It's being rejected for some reason.
[AGENT][NEUTRAL] OK, um, I can definitely take a look into your medical policy for you. Um, sorry that there's been some rejection, but I can look at it for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII], and you can reach me at [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02566098
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Uh, I think that's the medical, the medical insurance.
[AGENT][NEUTRAL] Oh, it's OK. It's dental, but it'll get me to the medical. Um, I, I have it here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] The date of birth is uh [PII].
[CUSTOMER][NEUTRAL] And my email address is, uh, [PII].
[CUSTOMER][NEUTRAL] I think that's the email address I got on there.
[CUSTOMER][NEUTRAL] And um uh uh do you need my address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So APL does not administer your medical products, um, but I can give you the number and transfer you over to um the employee line at Universal Trucking, that's who goes over the benefits for this uh policy, but I can get a rep for you and they can go over the benefits and see what's going, why there was a a rejection.
[CUSTOMER][NEUTRAL] OK, so you're saying, oh, so what you saying you said I, I mean, I have medical insurance or not, what do I have as far as you see.
[AGENT][NEUTRAL] Yes, you do have medical insurance, but APL like who the company, the company that you're calling is APL. So for this policy, we only like sent you out your ID cards and your policy certificate. Like I don't have access to your benefits, but I can get you to who does and to and I can let them know that that you um like was she trying to, what are the doctors saying? Are they saying that they don't accept the insurance or what, what is happening?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They, they couldn't get, they couldn't, they, they could not buy the medical, buy the policy number, they could not get the benefit to
[CUSTOMER][NEGATIVE] The benefit, they couldn't get the benefit information.
[CUSTOMER][NEUTRAL] Well, I, I, I don't know exactly what they're looking for, but you know.
[AGENT][NEUTRAL] So any
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm gonna get you over to
[CUSTOMER][NEUTRAL] So, yeah, maybe they can tell me.
[AGENT][NEUTRAL] Universal trucking employee line, but just moving forward anytime that happens, give them the ID card and then get on the back of the ID card, it'll have the customer service number so that they can call us to verify. A lot of times they see American Public Life and because it's not like Blue Cross Blue Shield or Cigna, you know, like a big name, they'll say they don't accept it, but that, that doesn't mean you don't have benefits. They didn't try to see if you did.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Alright, so I'll go ahead and get you over, but before I do, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that was, I think that's it.
[AGENT][NEUTRAL] OK, and did you want me to give you the phone number as well, or you want me to just get you over there?
[CUSTOMER][NEUTRAL] Yeah, give me all the because I'm, I'm driving right now.
[AGENT][NEUTRAL] Oh OK. Alright, well, hold on one moment and I'll get a representative and then connect you two together, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][NEUTRAL] You're welcome and thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group PTBA.
[AGENT][NEUTRAL] Hi, um, this is [PII]. I'm calling from APL. I have an insured on the other line who wants to go over his benefits and um he said he's been rejected from some doctors, but it sounds like they just didn't call us to verify. But um they will have.
[CUSTOMER][NEUTRAL] What's his last name?
[AGENT][NEUTRAL] The last name is, hold on, I wrote down the date of birth and everything. I forgot you asked for the name. Hold on, um.
[CUSTOMER][NEUTRAL] That's OK. I can do his social.
[AGENT][NEGATIVE] Oh no, it's fine. His name is [PII], but I have the social too. Oh no, that's a lie. He gave me the policy number, sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he wants to go over the HI 10?
[AGENT][NEUTRAL] Mhm. The benefits.
[CUSTOMER][NEUTRAL] That would be y'all wouldn't y'all go over your the HR 10?
[AGENT][NEUTRAL] Not for HI 10, we don't have access to it.
[AGENT][POSITIVE] Like it literally has your number here.
[AGENT][NEUTRAL] But this is the only policy that does it.
[CUSTOMER][NEUTRAL] Right for others for other stuff, but for your for your product you would explain that to him.
[AGENT][NEGATIVE] Understandably, but we don't administer this product, which is why it's telling us to call y'all.
[CUSTOMER][NEUTRAL] We don't, we don't administer it either. It doesn't tell you to call us to explain HI 10 benefits.
[AGENT][NEUTRAL] OK. So if I'm in the wrong place, I'll go to the right one, but let me read to you what it says. It says this product is not administered by APL in big red letters. It then says enrollment questions, policy benefit changes, cancellations refer to this number, which is the number that I called, and every other policy like this.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] But he's not making.
[AGENT][POSITIVE] I've called and they gave the benefit.
[CUSTOMER][NEUTRAL] But he's not making changes, he's not making changes or cancellations. He wants to go over the benefits that would be all.
[CUSTOMER][NEUTRAL] If he wants to remove a child or something like that, totally.
[CUSTOMER][NEUTRAL] If he has, yeah, if he has questions about other stuff, but what you just read was.
[AGENT][NEUTRAL] OK, I'll just hang up and call back cause this this is the only product that we do this for, so that's why I'm kind of adamant because
[AGENT][NEGATIVE] We don't even have a policy certificate.
[CUSTOMER][NEUTRAL] Um, I mean when you hang up and call back you're gonna get me again.
[AGENT][NEUTRAL] OK, well, any other day that we call, we're able to get the help and they just, we just transfer them right over, so I don't know why today is different, but
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] We can help, we can help with anything, but it, but we're not gonna help going over a policy that is you guys.
[AGENT][NEUTRAL] I understand what you're saying.
[CUSTOMER][NEUTRAL] If it's, if
[AGENT][POSITIVE] But what I'm saying is, it's fine. I'll just hang up and it's OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, I'm still here with you. I just, I'm just checking on you the um.
[AGENT][NEUTRAL] The representative kind of gave me some pushback, but um I'm gonna call them again, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Not a claim.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because and they gonna get loud.
[AGENT][NEUTRAL] Girl?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't have time for this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I do not want to call and get that that lady again.
[AGENT][NEUTRAL] So I'm gonna wait.
[AGENT][NEUTRAL] You know what, and if I'm wrong, just
[AGENT][NEUTRAL] Whatever. I'm about to get a disclaimer and help this man. He's been sitting on the phone for forever.
[AGENT][NEUTRAL] Uh uh, I'm not doing that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] This is so annoying.
[AGENT][NEUTRAL] This is not in reference to it, OK. I'm gonna just call cause that's what she said do, and she been here longer than me. But every other call I've called UTBA.
[AGENT][NEGATIVE] This is why we need clear processes. So annoying.
[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.
[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][POSITIVE] Thank you for calling customer service. My name is [PII]. May I please have the member ID?
[AGENT][NEUTRAL] Hey, [PII], the member ID is
[AGENT][NEUTRAL] Um, sorry, 256-617-4.
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] First and last name and date of birth of the patient.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] All right, pulling up their account now. And is this in regards to benefits or is this for a claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Benefits
[CUSTOMER][POSITIVE] Alright, give me just a moment. Let me fill out a few things here and then I can get that pulled up for you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And for the member ID number, um, I would suggest adding 00 before the [PII].
[AGENT][NEUTRAL] OK, I'll, I'll I'll remember that when we call. We don't use that in our system, but I can put that in the notes.
[CUSTOMER][NEUTRAL] There's another plan that kinda has a similar number set up so I want to actually pull up the wrong person for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And may I have your name one more time please?
[AGENT][NEUTRAL] Sure, my name is [PII], and can you repeat your name? I'm sorry, I need to put in my notes.
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh you said benefits. So was there any particular type of benefit you're looking for or just kind of in general?
[AGENT][NEUTRAL] No, he just wanted to go over the, um, he just wants to go over his coverage and
[CUSTOMER][NEUTRAL] OK, um, may I have the name of the office that you're calling from?
[AGENT][NEUTRAL] Yes, this is American Public Life APL.
[CUSTOMER][NEUTRAL] Oh, you're gonna transfer. OK, sorry, I misunderstood. One second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK, so if you'd like to transfer over the number now, I can take it from here. Sorry about that.
[AGENT][NEUTRAL] You're fine. All right, hold on.
[CUSTOMER][NEUTRAL] So you're calling from a provider's office.
[AGENT][NEUTRAL] Oh, no, you're fine. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] All right. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she's going to be assisting you further with um your benefits, OK?
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, Mr. [PII], my name is