AccountId: 011433970860
ContactId: 0597aeeb-4d02-4f53-a69a-3e7073494c9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451320 ms
Total Talk Time (AGENT): 253347 ms
Total Talk Time (CUSTOMER): 129550 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0597aeeb-4d02-4f53-a69a-3e7073494c9b_20250407T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have a question for you. How do I find out um if a provider is covered by you guys?
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I, when you're ready.
[CUSTOMER][NEUTRAL] OK, 02585651.
[AGENT][POSITIVE] Thank you. All right, Miss [PII], what we'll do.
[AGENT][NEUTRAL] I pull up your information and we'll do a quick verification and see what we've got here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And [PII], may I have your last name, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] Uh, we do not have that, but, uh, must be your maiden name, maybe. All right, what is the name of the insured? Yes.
[CUSTOMER][NEUTRAL] Work.
[AGENT][NEUTRAL] What is the name of the insured?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, American public life.
[AGENT][NEUTRAL] I'm, I'm sorry. Your, your husband.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Thank you. All right, Ms. [PII], can we verify yours and Mr. [PII]'s date of birth, please? Date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII] and my birthday is [PII].
[AGENT][NEUTRAL] [PII] baby. OK. Uh, you said, I have a friend who also is born on [PII] and she's like, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's not fair.
[AGENT][NEUTRAL] You for.
[AGENT][NEUTRAL] Um, I think she feels that she does feel the same way. Oh my goodness. OK, [PII], let's verify your address, please, ma'am.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and the last bit of information, let's verify your phone number. It looks like you're calling from the phone number we have on file.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and let's verify uh Mr. [PII]'s email or your email or whatever that's on file.
[CUSTOMER][NEUTRAL] I think it would be his email.
[CUSTOMER][NEUTRAL] I don't know if I, I told him to switch it to the business one. So if it is the business one, it would be [PII]. If it's not that, then it would be [PII], I believe it's [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am, that's it. OK. And now I will tell you Mr. [PII] is the only one who can change your name on the policy to get it changed. So if he'll give us a call and they'll let him know, you know, or, uh, send us in the information we need to get it updated, we can get that changed for you. OK, so let's see what benefit is the uh, oh, you're with Universal Truck or y'all are with Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check on that real quick. Um,
[AGENT][NEUTRAL] I think I may have to put you through to them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] No idea. OK, let me see.
[AGENT][NEUTRAL] I think universal trucking is the one that.
[AGENT][POSITIVE] I believe the universe truck will be the ones that assist you with all that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So Miss [PII], what I'm going to do is place you through to Universal Trucking. I can give you their phone number so you'll have it as well.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] In case we get disconnected for any reason and their number is [PII].
[AGENT][NEUTRAL] [PII] if you're ready, I'm sorry I didn't ask if you have a pen and paper.
[CUSTOMER][POSITIVE] No, you're fine. You're fine. I got it already ready for you. Just go for it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. So it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. So those who that's the number I would call to ask if they if they cover that provider.
[AGENT][POSITIVE] Right, right. Universal Trucking is your broker. They assist with everything. Matter of fact, they're the ones who could get your name even updated, you know, assist with getting that done because they handle absolutely everything practically. So, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna place you through to them for assistance. Is there anything else I can assist you with at this time before I transfer you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, ma'am, you did great. I'm just trying to make sure before I go to this allergist that it'll be covered, you know, for the kiddos.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I understand completely. All right, so I'm gonna place you through to Universal Trucking now. I do want to thank you for calling the APL and I hope you have a wonderful day.
[AGENT][POSITIVE] Give me just a thank you, ma'am. Give me just a moment while I provide them with your information.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital Group ETVA.
[AGENT][NEUTRAL] Good morning. This is [PII] at APL. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Good, good, good, thank you. I have the spouse of [PII] on the phone.
[AGENT][NEUTRAL] Uh, he is with, I'll say this wrong, [PII].
[AGENT][NEUTRAL] Um, and the last four digits of, of his social are [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and uh this this [PII], she is calling today for assistance with a provider. Is that something you all do?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on one.
[AGENT][NEUTRAL] I'm trying to decide if it's something we do or you all do.
[AGENT][NEGATIVE] For her hospital indignity.
[CUSTOMER][NEUTRAL] Yeah, we would not do that.
[AGENT][NEUTRAL] OK, OK, so I'm going to go back in and see if and talk with someone in our benefits department, see if they can assist her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you dear.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK, you're welcome. Bye.
[AGENT][NEGATIVE] Oh, no, I did not. I did not, I did not end the call. Oh my gosh.
[AGENT][NEUTRAL] Oh my