AccountId: 011433970860
ContactId: 28bda27e-6825-4830-9240-fe76d3dc7ff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368179 ms
Total Talk Time (AGENT): 196653 ms
Total Talk Time (CUSTOMER): 116310 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/28bda27e-6825-4830-9240-fe76d3dc7ff1_20250221T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII]. I am trying to get um
[CUSTOMER][NEUTRAL] Information on uh uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He's an insurance uh that my husband have with me and my uh son on there.
[AGENT][NEUTRAL] OK, I'm so sorry. What was your name again? I wasn't able to understand you.
[CUSTOMER][NEUTRAL] [PII]. My husband's name is [PII].
[AGENT][NEUTRAL] OK, mister.
[AGENT][NEUTRAL] OK, Mr. [PII] and you're trying to, you're needing benefit information on a policy that you're covered on?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and it's the vision.
[AGENT][NEUTRAL] OK, so Ms. [PII], I can help you, um, as far as directing you on this. You said it was related to your vision coverage?
[CUSTOMER][NEUTRAL] Yes. What's the name of the company?
[AGENT][NEUTRAL] OK, so now Vision is not a product that we offer here at our company with APL, but if I can once I pull up your policy information that you do have with us, I can try and direct you as to who you would need to speak to. So first off, what is a good call back number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have um a policy with APL also, Ms. [PII]? Or do, is it?
[CUSTOMER][NEUTRAL] No, my husband, my husband.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so what is the policy? OK, do you have, does he have another type of coverage that we would offer?
[AGENT][NEUTRAL] That's not vision because we don't offer vision coverage.
[CUSTOMER][NEUTRAL] OK, hold on, let me, um.
[AGENT][NEUTRAL] Now, if you would, if.
[CUSTOMER][NEUTRAL] Universal Trucking. I got a card but um I got a member number.
[AGENT][NEUTRAL] OK, so it's.
[AGENT][NEUTRAL] Is that on your vision card that you're looking at?
[CUSTOMER][NEUTRAL] No, it's on um the APL card. I just need to.
[AGENT][NEUTRAL] OK, so you can give me that number. Yes, ma'am, and I can try and see if I can get you connected with who you would need to speak to to find out about your vision, but first I'll need to pull up the policy you have with us and verify a few things with you for security.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, is 02.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 3653
[AGENT][POSITIVE] OK, thank you. So one moment please.
[CUSTOMER][NEUTRAL] And it would be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] And you said this is through uh Universal Trucking, is that correct? So if you could first please verify his date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I'm, I'm sorry because I'm taking the time. [PII] or it could be my phone number [PII].
[AGENT][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So what I can do is I can give you the phone number for the Universal Trucking Benefits association, Ms. [PII], and then I can also connect you with them, but just in case we get disconnected for some reason during the transfer, you could call this number I'm gonna give you directly and they would be.
[CUSTOMER][NEUTRAL] You could give me the number. I just need the name and know the name of the um vision insurance company.
[AGENT][NEUTRAL] Yes, ma'am. And I, I, yes, ma'am, and you'll have to speak to UTBA to find that out, but their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes ma'am. So would you like for me to transfer you to them or do you want to call them directly?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You can transfer me if not uh if if I don't get them, you know, um.
[AGENT][POSITIVE] Yes, ma'am, I can transfer you.
[CUSTOMER][NEUTRAL] I'll give them a call back.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Is there anything else I can help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Sorry, but
[AGENT][NEUTRAL] OK, just one moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital Group GBA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Hey hey I'm good how are you?
[AGENT][POSITIVE] I'm doing fine, thank you. Happy Friday.
[CUSTOMER][POSITIVE] Happy Friday.
[AGENT][NEUTRAL] Um, I have an insured's, uh, wife on the line who's just trying to find out who their vision coverage is through, so she can get that information to contact cause she has some questions on the vision.
[AGENT][NEUTRAL] Her husband's name is [PII].
[AGENT][NEUTRAL] And the last 4 of his, well, no, give me just a second, I'm gonna have to pull this up. I'm on a different screen. I'm sorry.
[AGENT][NEUTRAL] It shows that he's with Blair Logistics.
[AGENT][NEUTRAL] And this is his wife, [PII] on the line.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a great weekend. All right, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too, thank you.