AccountId: 011433970860
ContactId: fac1cd73-d40e-47a1-bb18-006d78804b60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509239 ms
Total Talk Time (AGENT): 243477 ms
Total Talk Time (CUSTOMER): 183466 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fac1cd73-d40e-47a1-bb18-006d78804b60_20250508T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, good morning. Uh, my name is [PII]. Uh, I'm a I'm, I'm a truck driver with the Stevens Transport, and I currently have medical uh medical and dental insurance through y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I had spoken the other day with a representative. I do not remember who it was through here, um, but I did request to see if I can get, uh, both my medical and dental card like just like some kind of proof of the of the insurance emailed to my, uh, personal email because I'm always, I'm an over the road truck driver so I'm never really I haven't been home in months so you know I don't know if they're there or not. So just for in case if I.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unfortunately get sick or something I have proof of insurance.
[AGENT][NEUTRAL] Of course, yeah, OK, so um did you just never receive them?
[CUSTOMER][NEUTRAL] Yeah, I never heard back. I, I don't know what happened that day if this she if someone forgot or but um I have my email ready if you would like to take it down.
[AGENT][POSITIVE] Sure, yeah, let's get your policy pulled up and I'll get those sent to you and of course verify that the email is correct, um, and before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you have a policy number?
[CUSTOMER][NEUTRAL] I don't have that on hand, but I can give you my social.
[AGENT][NEUTRAL] That's OK, um, that is perfectly fine, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, the social is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, one moment please.
[AGENT][NEUTRAL] Alright, and just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] Mailing address, uh, well, well, there's kind of two, but uh so the physical address is uh [PII]
[CUSTOMER][NEUTRAL] That's [PII] with [PII].
[AGENT][NEUTRAL] Perfect. OK, so we do have both of those all right let me verify the email that we have for you [PII]. I'm going to spell it all out just to make sure that it is correct, um, that is [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] No, that is not correct.
[AGENT][NEUTRAL] OK, could you tell me that correct email?
[CUSTOMER][NEUTRAL] That's that's why I never went through.
[CUSTOMER][NEUTRAL] It's reverse. It's my last name and my first name.
[AGENT][NEUTRAL] Oh, OK, but the spelling of the last name and uh first name, that is correct, they just need to be swapped.
[CUSTOMER][NEUTRAL] Right, they just need to be swapped. I did say last and first name on the last call, but maybe a misunderstanding.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. OK, so I will go ahead and get that changed, um, and then I will get those sent to you.
[AGENT][NEUTRAL] You should get it pretty quick, um, so if you don't receive it for some reason with, I mean that's a very obvious reason why you did not receive it, um, but, uh, just give us a call back in about, um, I would give it no longer than maybe an hour or two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, is there a certain address that I should be expecting it from?
[AGENT][NEUTRAL] It would be a care team at [PII].
[CUSTOMER][NEUTRAL] OK, I will keep an eye out and I will let you know something if, well, if you don't hear from me that means it came in.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sure sounds good. Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, not really, just, uh, just on the ID cards it's just basically gonna have proof of like my just showing I do have medical and have dental and whatnot.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely well I'm getting that sent right now.
[CUSTOMER][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] OK, now on the, on the dental part, you see, I've never used medical or dental insurance in my whole life, so, you know, like I I don't know if it where like where it would be good to use, like if it's good for anywhere, I mean, I mean uh uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so this
[CUSTOMER][NEUTRAL] But uh I'm sure it'll be entailed I guess in the policy.
[AGENT][NEUTRAL] That's fine. So this I can go ahead and tell you, uh, this particular plan, it is not affiliated with any sort of network um and of course you know if you go to a provider you could just simply tell them that it's through APL if they have any questions or they've not heard of this coverage, um, or they don't know what is covered, they're more than welcome to give us a call as well we do talk to providers all the time and we can uh either give information over the phone or send them information as to how this policy works and what is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And both medical and den, uh, what is the max that they, I'm sorry, I know I said I had no questions but uh what.
[AGENT][POSITIVE] No, no, no, you're perfectly you're OK.
[CUSTOMER][NEUTRAL] But what is like the max covered like on both? I, I guess that's the way to ask it.
[AGENT][NEUTRAL] Sure, um, so for the medi or excuse me for the dental, your max benefit amount, um, it operates on a per calendar year basis, so that would be beginning, of course, uh, [PII] total benefit amount is $1500 and that, uh, you have a $50 deductible, but that does not apply to preventative expenses. So if it was something as simple as a routine exam or cleaning, uh, you wouldn't have to pay anything out of pocket.
[AGENT][NEUTRAL] And this policy doesn't have any uh co-pays or anything like that either.
[CUSTOMER][NEUTRAL] OK, so if I was to use it, I would only pay or I wouldn't pay at all?
[AGENT][NEUTRAL] If if it was simply for preventative, right, um, anything else that's like, you know, any sort of basic, uh, work that needs to be done, um, that that covers about 80% of that, um, and then for major coverage there is a 12 month waiting period, uh, so of course that would be unusable until [PII] of next year.
[CUSTOMER][NEUTRAL] Just depending if it's under the amount.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That's for major stuff though, you know, like crowns and things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And the medical is just, uh, someone told me it was just a basic or limited or something like that.
[AGENT][NEUTRAL] Absolutely so that it's uh a limited indemnity medical plan is what it is called or hospital indemnity. So of course it is limited as to what is and is not covered, um, very different than traditional major medical in the sense that it's pays a set dollar amount per covered procedure or office visit but it is similar to the dental where it's not affiliated with any sort of network. So any provider could potentially use it. They would just send that claim information directly to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just got an email from APL. OK, so I have.
[AGENT][NEUTRAL] OK cool yeah I just sent the dental I'm sending the medical one right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I should receive the the medical here shortly, uh, but I do have the dental, so I am I am confirming that.
[AGENT][POSITIVE] Yes, I'm just about to send it right now.
[AGENT][NEUTRAL] Awesome OK well I'm sure sorry about that confusion. I'm sure it was just a little mix up um but at least we got it taken care of now.
[AGENT][NEUTRAL] Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, no, that should be, that should be about it.
[AGENT][POSITIVE] Alright well thanks for giving us a call and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.