AccountId: 011433970860
ContactId: 1e7434fa-4f30-40ff-aa3b-1fea59850b8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804039 ms
Total Talk Time (AGENT): 255683 ms
Total Talk Time (CUSTOMER): 129093 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/1e7434fa-4f30-40ff-aa3b-1fea59850b8e_20250303T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Um, I'm with Hrs back. Um, I was trying to get my medical card email, emailed to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, I can help you with that. I believe I I've already spoken to you this morning. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, Mr. [PII]. So give me just a moment. I still have your information. Let me, um, let me pull that back up.
[AGENT][NEUTRAL] OK, Mr. [PII], so as we were verifying your information, we have gotten to, we have already done your date of birth and we got to your address. What was your home mailing address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we'll come back to that in just a moment. What uh is another phone number that we could have had on file for you because what you gave me um before is not what is on file.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh Lord, I forgot that my man. Oh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't remember my old phone number either.
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't remember my old phone number. I don't remember my phone number. My old phone numbers like that.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm, I'm still here, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is there a way that you can get that number?
[CUSTOMER][NEUTRAL] Well, I would call, call, call, call, call my own.
[CUSTOMER][NEUTRAL] A child mother, and she, she got my old number.
[CUSTOMER][NEUTRAL] Calculation
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I'll call her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now turn left
[AGENT][NEUTRAL] Yes sir, again we just need to because there's several things that need to be updated on your profile not only with APL but also with your enrollment company.
[CUSTOMER][NEUTRAL] And get
[CUSTOMER][NEUTRAL] On the first.
[AGENT][NEUTRAL] Do you remember the last 4 numbers of that phone number?
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] What was it? No, ma'am, not at this moment. I, I would, I would call her and ask her.
[AGENT][NEUTRAL] Can you place me on hold and try and call her?
[CUSTOMER][NEUTRAL] Uh yeah, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 mile turn right on [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hello? Uh, is it 952-2?
[AGENT][NEUTRAL] Yes, sir, I'm here.
[CUSTOMER][NEUTRAL] Oh, is it [PII]?
[AGENT][NEUTRAL] No, no, sir.
[CUSTOMER][NEUTRAL] But which one did I signed up with?
[CUSTOMER][NEUTRAL] Alright, well I'm gonna have to call you back because I got, I gotta figure this out too.
[AGENT][NEUTRAL] OK, so what we verified your social. I will change the phone. I, I will just change the phone number. I can't tell you what this one is.
[AGENT][NEUTRAL] It ends, as I said before, in a [PII].
[CUSTOMER][NEUTRAL] Oh man, what now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, one
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, because she had sent me the very last one.
[CUSTOMER][NEUTRAL] I'm about to ask her again.
[AGENT][NEUTRAL] And while you're waiting on her to respond back to you, Mr. [PII], what is your new address?
[CUSTOMER][NEUTRAL] It's so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] So the same zip code as your other address?
[CUSTOMER][NEUTRAL] Uh, I see that test
[CUSTOMER][NEUTRAL] Yeah, she does test what she says she, she, yeah, she, she, she deleted that one.
[AGENT][NEUTRAL] your
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] So, [PII] is your best phone number now. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and again, your new address is [PII], also in [PII] City, same zip code [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so do you have access to the internet, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, because as I mentioned to you before, we do have our portal that you can actually pull up your email I'm sorry, your ID cards in our portal once you set up your profile so I can email you that user guide for how to do that so that you can have access to your ID cards and then I can also um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Request that more ID cards be mailed to your address that's currently on file.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So give me just one moment to do that for you.
[AGENT][NEUTRAL] OK, and then I'm gonna this email that I'm going to send you, uh, Mr. [PII] will come from care team at.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I will put APL in your subject line for you so that that's easy for you to recognize it's not being junk or spam mail. And I will go ahead and attach a copy of your ID card in the meantime.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So give me just a moment to do that.
[AGENT][NEUTRAL] As well.
[AGENT][NEUTRAL] So again this email is gonna have will have two attachments. It is going to have the user guide for the portal and then also a copy of your ID cards, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Now you will also need to get your information updated with the Universal Trucking Benefits Association or UTBA that's the company, Mr. [PII], where the agents located that you enrolled for any of your insurance coverage with. Now I can give you their phone number.
[AGENT][NEUTRAL] I will also connect you with them if you would like, but just in case we were to get disconnected during our my transfer over there uh you could call them directly.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so just let me know when you're ready and I can give you that number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] OK, so would you like for me to try and transfer you? I don't know what their hours. I don't know if there is anyone there or not, but I will certainly be happy to try and connect you with them.
[CUSTOMER][NEUTRAL] Uh, uh, I'll, I'll, I'll go in here, uh, I'll call later because I'm about to go inside the truck stop and take a shower.
[AGENT][NEUTRAL] OK, all right, just don't forget because they do need to get your information updated as well.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you for calling APL and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] Alright you too thanks bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye.