AccountId: 011433970860
ContactId: 07aa04ed-5f37-4b4d-8d05-041a18550bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337920 ms
Total Talk Time (AGENT): 205744 ms
Total Talk Time (CUSTOMER): 79183 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/07aa04ed-5f37-4b4d-8d05-041a18550bf3_20250210T16:12_UTC.wav
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[AGENT][NEUTRAL] Excuse me. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII]. I called, I think about a week ago, a couple of weeks ago, matter of fact, to make changes to my, um, health insurance, and, um, the lady said they was gonna send me an email, um, for me to.
[CUSTOMER][NEUTRAL] [PII] or whatever and I never got that email trying to see if it's still.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And cancellation with the changes I'm trying to make.
[AGENT][NEUTRAL] OK, so you were, you called someone a couple of weeks ago about making changes to your coverage, but you said that you haven't received anything related to that?
[CUSTOMER][NEUTRAL] Yeah, yeah, the email that she said it was in.
[AGENT][NEUTRAL] OK, yes, sir. Well, I
[AGENT][NEUTRAL] OK, so I can help you in as far as being able to direct you as to the correct place of who you would need to talk to. [PII], I'm sorry there's some background noise that's making it hard for me to hear you. I didn't understand your.
[CUSTOMER][POSITIVE] Yeah, the win.
[AGENT][NEUTRAL] Yes, sir. I didn't understand your last name.
[CUSTOMER][NEGATIVE] [PII], [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please, Mr. [PII].
[AGENT][NEUTRAL] OK. And do you know your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 01817021.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, Mr. [PII], any information that I am able to provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. The phone number that's on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. And then lastly your email address please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So first off, um, Mr. [PII], have you ever set up your profile in our portal at at [PII] so that you can have access to your ID cards and policy information online?
[CUSTOMER][NEUTRAL] Uh, no, I haven't.
[AGENT][NEUTRAL] OK, I will email you the user guide with the instructions of how to set up that profile.
[AGENT][NEUTRAL] Now I see that your coverage that you have is through your employment with Genox Transportation, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, so actually the company that you're gonna have to speak to regarding any changes to your coverage, that would be the Universal Trucking Benefits Association or UTBA that's where the agents are located that help you with all of that. Now I'll be happy to give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can also connect you with someone there but just in case we were to get disconnected you could call them directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is who would have sent you any information like that, so their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, the email that you will receive from me, Mr. [PII] is going to come from care team.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At [PII] and I will put APL in the subject line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So would you like for me to connect you over to UTBA?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, I'll be happy to, and is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you again for calling APO Mr. [PII]. I hope you have a nice day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][NEUTRAL] Thank you. Uh-huh. One moment, please.
[CUSTOMER][NEUTRAL] Capital Groy to [PII].
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have a Mr. [PII] on the line. He's with Jenox Transportation.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And he said that he had called a couple of weeks ago and someone was supposed to be emailing him some documents.
[AGENT][NEGATIVE] To DocuSign because he was making some changes to his coverage, but he says he's not received those.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Basically
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over. I don't know.
[AGENT][NEUTRAL] OK, [PII], yeah, I don't know he said that, yeah, so, and that would definitely wouldn't have been us.
[CUSTOMER][POSITIVE] OK, yes ma'am you can go ahead and send him over.
[AGENT][POSITIVE] OK, [PII]. Well, have a great day. Nice talking to you.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] Alright, thanks. Bye-bye.