AccountId: 011433970860
ContactId: 0ff7883d-bfb1-4740-80aa-5f5bd16b98cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370980 ms
Total Talk Time (AGENT): 143842 ms
Total Talk Time (CUSTOMER): 140756 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0ff7883d-bfb1-4740-80aa-5f5bd16b98cd_20250123T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, so I'm interested in finding out what my uh extent uh extent of my benefits are.
[AGENT][POSITIVE] Well, it would be a pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, no, I need probably to get that.
[AGENT][NEUTRAL] I can help you with that as well. I can look up your policy by your social. Is that OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please, sir?
[CUSTOMER][NEUTRAL] My name is [PII]. Are you, did you choose?
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh my mailing address is [PII].
[AGENT][POSITIVE] All right, thank you and what is a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and Mr. [PII], I don't have an email on file for you. Can I add an email?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And that's [PII] I mean [PII].
[CUSTOMER][NEUTRAL] OK, we're gonna go over here because this one doesn't.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII] at the at sign.
[AGENT][POSITIVE] All right. Got you. Thank you so much for that, Mr. [PII]. Now, I do see that you have an active dental policy with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Really? OK.
[AGENT][NEUTRAL] And it has been active since [PII].
[CUSTOMER][NEUTRAL] So what about the uh uh uh uh optical?
[AGENT][NEUTRAL] Optical is not through APL.
[CUSTOMER][NEUTRAL] So what is there somebody else that uh um American Public Life I would I would have that underwriter or no?
[AGENT][POSITIVE] That's good.
[AGENT][POSITIVE] Actually, actually, what I can do is I can connect you with Universal Trucking Benefits department and they can give you your optical insurance information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] But it's through a different company, so I don't have that. Would you like for me to email you a copy of your dental card?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm gonna do that right now for you.
[CUSTOMER][POSITIVE] If that would help, yeah.
[AGENT][NEUTRAL] Well, if you need dental care, then you'll have that.
[AGENT][NEUTRAL] Available.
[AGENT][NEUTRAL] And also we have a website you can actually create a login and password and view your policy benefits.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I will be happy for the dental. That's what you have through APL.
[CUSTOMER][NEUTRAL] For the dental.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I will be happy to connect you with.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Our um
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Universal trucking benefits, do you mind holding, do you want that number also just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, if you could text it I don't have a way to write it down at the moment.
[AGENT][NEUTRAL] Yeah, I don't have, I tell you what I can do is put it in this email.
[CUSTOMER][NEUTRAL] Or I can uh
[CUSTOMER][NEUTRAL] Take the phone away from my face and put it in uh in my uh messaging or in my you know my notes but I didn't just yeah hold on let me see if I can pull them up.
[AGENT][NEUTRAL] And you, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As soon as I won't be able to hear it at the same time. Hold on, let's see if I can do this real quick.
[CUSTOMER][NEUTRAL] I get into the notes and put the number.
[AGENT][NEUTRAL] Yeah, this is UTBA Universal Trucking Benefits.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] UTBA I'll put that first and then I'll hold the phone back to my face and put the number down. Hold on.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, second UTD.
[CUSTOMER][NEGATIVE] Yeah, it didn't like that, so it put something else instead.
[CUSTOMER][NEUTRAL] not to go to that.
[CUSTOMER][NEUTRAL] G
[CUSTOMER][POSITIVE] OK, I'm ready for the number.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I have that information.
[AGENT][POSITIVE] All right. And I'll be happy to transfer you to the Mr. [PII]. If you need anything else, don't hesitate to give us a call.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] My pleasure and have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] To transfer me to my to see if I have what I need.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hey, it's [PII] at APL. How you doing today?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][POSITIVE] I'm doing good, thank you. I hope you're staying warm. I have a Mr. [PII] on the line.
[AGENT][NEUTRAL] And he is with um PGT Trucking needing his vision information.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right, thanks. Stay warm. I here he comes. Take care.
[CUSTOMER][NEUTRAL] Morning this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, my name is [PII]. I'm interested in the extent of my optical, uh.