AccountId: 011433970860
ContactId: 08fe98ad-4a3d-4cf6-98d2-8b549f1fba92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472260 ms
Total Talk Time (AGENT): 265430 ms
Total Talk Time (CUSTOMER): 112878 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/08fe98ad-4a3d-4cf6-98d2-8b549f1fba92_20250128T20:38_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I've been, my wife's got an appointment tomorrow with the dentist, and I cannot find our number.
[AGENT][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] I'd love to help you find a policy.
[CUSTOMER][NEGATIVE] I did not get any cards with my packet as far as my vision or my
[CUSTOMER][NEUTRAL] Dental, I didn't get, I, uh, it's I've looked in my books and every uh nothing's in there.
[AGENT][NEUTRAL] OK, I can definitely help you look at that today and sometimes um the groups will set it up so that cards don't come out um they're only available online but I can still get you one today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, do you have?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm assuming you don't have your policy number. Uh, can I look it up with your social today, my friend?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your first and last name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, [PII], and would you be able to verify for me please your first and last name and date of birth? Oh, I have your first and last name. I'm sorry, that's just so automatic to come out of my mouth. Um, could you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] And I'm gonna pull up and get that card loaded for you, um, but while I'm doing that, if you could verify for me please your mailing address.
[CUSTOMER][NEUTRAL] OK, I've got to change it. I've got a new address and I haven't changed it with my company yet, uh.
[CUSTOMER][NEUTRAL] The address is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the city.
[CUSTOMER][NEUTRAL] And that's gonna be [PII].
[AGENT][NEUTRAL] [PII] and would you be able to verify for me that previous address you had?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful thank you and then the only other thing if you could help me verify is that email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. And I am
[AGENT][NEUTRAL] Gonna be able to send you a PDF version of that um policy card with us for your dental policy.
[CUSTOMER][NEUTRAL] So you're gonna email me the card and then I'll get one in the mail?
[AGENT][NEUTRAL] Yeah, I can request for one to be mailed out to you absolutely and as far as updating your.
[AGENT][NEUTRAL] Mailing address I'm looking into that real quick. Some of them we can update ourselves and some of them we can't and so I'm just seeing if your group allows us to update that or if they like to do it.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] You're not able to pull it up.
[AGENT][NEUTRAL] Oh no, I'm sorry. I am able to pull it up. I'm just trying to figure out if I'm able to update your address on my side or if I or or if your group has to do that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I had, I had these.
[CUSTOMER][NEUTRAL] I'm just gonna change my address with the company. I have to, I gotta do my driver's license. I gotta.
[AGENT][NEUTRAL] All of it, no worries, it looks like as far as our company goes that is one I will be able to update on our side you'll probably still need to update it with um the universal trucking benefits, but for our company I can get that updated for you and I'm working on getting that email filled out to you right now and I'll also put in a request to have um your cards mailed out to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now does uh the one you're emailing me is that the one my wife uses also?
[AGENT][NEUTRAL] Yes, it's just one card for the whole, if your whole family was on it, it would still be one card.
[CUSTOMER][NEUTRAL] One card and it's going to have vision and dental on it.
[AGENT][NEUTRAL] Well, so vision's not offered through APL so it actually won't have any of your vision information, um, and I could help get you in touch with the benefit association that they coordinate all your benefits, um, but I'm not exactly certain who your vision carrier is my friend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm hitting send on that ID card though for you it's gonna say APL ID card in the subject line and then.
[AGENT][POSITIVE] Um, I can give you if you'd like the phone number to the group that coordinates all your benefits and they might be able to help you figure out exactly who um honors your vision.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have a pen and paper handy, my friend?
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][POSITIVE] Perfect, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yep and it's that's universal Trucking Benefits association and they coordinate all those benefits for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful and then I just wanna confirm because I'm working on updating your address on my side that's the part I'm on right now, um.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] I wanna read it back to you, right? I have.
[AGENT][NEUTRAL] 123 85 Charlotte.
[AGENT][NEUTRAL] Drive.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then that is in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. And then [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. All right, and I'm hitting save on that right now, so on our side it'll be updated that way when I request your ID cards to come out they'll be sent to the right address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful and then what else can I do for you today?
[CUSTOMER][NEGATIVE] That's it. I was, she's got an appointment tomorrow and she didn't have nothing. She's looked through our um benefit book and there's nothing there and.
[CUSTOMER][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] Reason why I was calling.
[AGENT][POSITIVE] Oh absolutely well I'm really glad we're able to get you taken care of as far as that um expect physical copies 7 to 10 business days, um, hopefully that email's come through for you already because I've already hit send on it and we've got your address updated so it seems like we've done it we've done it all today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. I appreciate it thank you.
[AGENT][POSITIVE] Hey it's my pleasure and if you need anything else along the way just give us a call OK?
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.