AccountId: 011433970860
ContactId: 01b927a3-1505-4822-bc9f-7f15068cea85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249949 ms
Total Talk Time (AGENT): 96037 ms
Total Talk Time (CUSTOMER): 81664 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/01b927a3-1505-4822-bc9f-7f15068cea85_20250430T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name's [PII]. Um, I need to add my wife to my dental plan.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and see how we can get her added. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 451-896
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEGATIVE] OK, I, I've moved, but I can give you my old address. It was, uh, oh crap.
[AGENT][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] Uh, it's in [PII] if that helps.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's in it was in [PII]. It was actually [PII]. It's uh [PII], and it's [PII] it's [PII].
[AGENT][NEUTRAL] Yes, OK, so does that need to be changed?
[CUSTOMER][POSITIVE] Yes ma'am, it does.
[AGENT][NEUTRAL] OK, could you go ahead and give me that correct update um address?
[CUSTOMER][NEUTRAL] OK, it'll be 22.
[CUSTOMER][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] State [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. I will get that updated um last thing I need [PII] is the email address we've got on file for you uh looks like it's a live account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that. All right, bear with me just a moment.
[AGENT][NEUTRAL] OK, so this would actually be something that is handled through your employer [PII] um I can.
[AGENT][NEUTRAL] Get you their information if you'd like um that would be through universal trucking.
[CUSTOMER][NEGATIVE] OK, um, crap, and they they're so hard to get a hold of sometimes.
[AGENT][NEUTRAL] I'm so sorry. I don't know what number you have. Um, I know I completely understand, um, but there's several employers we have there kind of like that. um, I can give you this phone number I have. I don't know if it might be different than what you have.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Did you want me to go ahead and transfer you to them?
[CUSTOMER][NEUTRAL] All right, well, I'll give them.
[CUSTOMER][NEUTRAL] Yeah, if you don't care, please.
[AGENT][POSITIVE] Oh sure yeah absolutely let me just put you on a brief hold and I'll get them on the line for you. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Alright thanks
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right well I appreciate you calling. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.