AccountId: 011433970860
ContactId: 28fca40f-695c-474d-8066-75176320c354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172229 ms
Total Talk Time (AGENT): 45973 ms
Total Talk Time (CUSTOMER): 72773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/28fca40f-695c-474d-8066-75176320c354_20250402T17:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I hope you can. I'm trying to find out my fiance's, um, policy, um.
[CUSTOMER][NEUTRAL] Was I'm trying to think how I can explain it. He, he got it reactivated or whatever, but um I'm trying to find out if, if it's just uh he we're waiting on the it to come in the mail and I'm trying to find out if the previous card that he had is still good.
[CUSTOMER][NEUTRAL] For, for to go to the doctor.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And on that card, what is your, I'm sorry, what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Do you have the policy number listed on the card?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. I've got the group name um what what information do you need?
[AGENT][NEUTRAL] Do you have a policy certificate number?
[CUSTOMER][NEUTRAL] Uh, I got a member number. Does that help?
[AGENT][NEUTRAL] Start with a 0.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, what's that number?
[CUSTOMER][NEUTRAL] 0251
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0251
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 492 3
[AGENT][NEUTRAL] OK, not showing that one active as of right now.
[CUSTOMER][NEUTRAL] Yeah 02514.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, yeah, because we haven't gotten his new card we haven't gotten his card in the mail yet.
[AGENT][NEUTRAL] I don't have any active coverage.
[CUSTOMER][NEUTRAL] Because it's for [PII]. I don't know.
[AGENT][NEUTRAL] Yeah, he would need to call Universal Trucking Benefits department.
[AGENT][NEUTRAL] To see if they have issued an active policy.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEGATIVE] I, I have talked to them and it, it's been issued. We just, like I said, we just haven't gotten the um.
[CUSTOMER][NEUTRAL] The information yet um.
[CUSTOMER][NEUTRAL] OK, let me, let me call them back and see. So if he tries to use this card, this card is not active, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you.
[AGENT][POSITIVE] It's been my pleasure. And anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. You, you've been great. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a great day as well.
[CUSTOMER][NEUTRAL] OK, bye bye.