AccountId: 011433970860
ContactId: 2c600a17-1866-496b-9a96-6afe350fec1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236119 ms
Total Talk Time (AGENT): 89872 ms
Total Talk Time (CUSTOMER): 67328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2c600a17-1866-496b-9a96-6afe350fec1d_20250206T19:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEUTRAL] I need to check and make sure that we have insurance for [PII] and I need to change uh payment method.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group number.
[CUSTOMER][NEUTRAL] Would that work or let's say.
[AGENT][NEUTRAL] Um, possibly. What's the group number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, wait a minute, let's say policy.
[CUSTOMER][NEUTRAL] It's 02434315
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] I am his wife.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, do you mind verifying his date of birth and address?
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm showing he has a medical with us with uh a different policy number than that one. That one was a dental that was canceled in.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII] or whatever but um he does have medical and it's paid through universal Trucking so you will need to contact Universal Trucking to change your payments.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can I get a good call back number just in case we're disconnected and I can transfer you to them or I can give you their phone number either way.
[CUSTOMER][NEUTRAL] Yeah, uh, it's [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. And
[AGENT][NEUTRAL] Let me get their phone number and I can transfer you to them.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, and thank you for calling APL. You have a great day and is there anything else I can help you with before I transfer you to Universal Trucking or?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, hold on just a moment. Mhm, thank you. You have a great day and I'll I'll connect you with your universal trucking.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Capital Group PTBA.
[AGENT][NEUTRAL] Um, hi, uh, this is [PII] at American Public Life, um.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hi, I have an insured spouse on the phone, wanting to change her payment method.
[CUSTOMER][NEUTRAL] OK, what's her, what's his, what's the insured's name?
[AGENT][NEUTRAL] On his policy?
[AGENT][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And he's with Piedmont US Express.
[CUSTOMER][NEUTRAL] Got it. OK, you can send him over.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and it's [PII] on the phone, his wife.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh huh thank you have a good day.
[CUSTOMER][NEUTRAL] You too.