AccountId: 011433970860
ContactId: 122667ed-9296-43f4-9b2a-f0e55a72a1dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943549 ms
Total Talk Time (AGENT): 145009 ms
Total Talk Time (CUSTOMER): 265900 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/122667ed-9296-43f4-9b2a-f0e55a72a1dc_20250609T20:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, how you doing? My name is [PII], and I have coverage with y'all, um.
[CUSTOMER][NEUTRAL] And I was calling um.
[CUSTOMER][NEUTRAL] Cause I had never
[CUSTOMER][NEUTRAL] I never got my insurance cards and I'm trying to set my daughter up for her yearly checkable payment. I'm trying to see how, how I can get that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, I can assist you. And may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Can you repeat that one more time, a little bit slower.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See and order.
[AGENT][NEUTRAL] May I have your social?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh yes, I'm here.
[AGENT][NEUTRAL] OK. May I have your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this is gonna be for your uh dental, medical, what type of policy?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, the dental vision and the health.
[CUSTOMER][NEGATIVE] Cause I never got um none of my insurance card for none of them.
[CUSTOMER][NEGATIVE] Since we got the policy with y'all. I've never received them in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, may I have your date of birth for security?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and I need to verify your mailing address and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] OK, and for the address, there's not an apartment number or anything like that?
[CUSTOMER][NEUTRAL] No, it's a house.
[AGENT][NEUTRAL] OK, right.
[AGENT][NEUTRAL] OK, so we send the card back in February. You said you have not received it. Let me go ahead and just um send the request for another card to be sent out to you. I can go ahead and give you the policy number and you can always go to our website at [PII] and get a temporary card if you need one right away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh, um.
[CUSTOMER][NEUTRAL] Are you able to email me any of my information or no?
[AGENT][NEUTRAL] Uh, let me check and see. One moment.
[CUSTOMER][NEUTRAL] They want
[AGENT][NEUTRAL] OK, we're not gonna have the vision. We don't work the vision, OK? Uh, I do see a dental and I see a medical, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see if I have the copy that I can send to you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have to do.
[CUSTOMER][NEUTRAL] And and the vision is the one that you said that you all have?
[AGENT][NEUTRAL] Correct, we don't have the vision. We don't have a vision policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who do I contact for the vision, you don't know.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, I think Universal Trucking works with Expectera if I'm not mistaken. So you can call Expectera or you can call Universal Trucking and ask them exactly who they're working with right now, but the last I heard they were working with Expectera, which you just need to uh give you your I think your social, and they'll be able to pull you up like that.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, but if, yeah, if you need more information, you just need to contact.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I was able to pull the card so I can go ahead and send you a uh electronic um through the email. Um, do you mind holding for me while I send this out to you?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] What are you good.
[AGENT][POSITIVE] Thank you for holding and being patient for me. You want to check and see if you got those cards?
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You are. Yes.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, and do you wanna check and see if you received that email?
[CUSTOMER][NEUTRAL] Uh, let me share.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] It's um and there's nothing with my child's name on it, right?
[AGENT][NEUTRAL] No, it's just gonna say employers and child um it's just gonna have your name because you're the main holder.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, so I shouldn't have an issue with that, right, with the doctors want to see my problem or nothing.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No, you should have no issues with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] What.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.