AccountId: 011433970860
ContactId: 2ed58116-ed10-4099-900a-594512a3f130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87480 ms
Total Talk Time (AGENT): 36078 ms
Total Talk Time (CUSTOMER): 38837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2ed58116-ed10-4099-900a-594512a3f130_20250217T17:12_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I have a couple of questions, um.
[CUSTOMER][NEUTRAL] We have uh insurance through APL for dental.
[CUSTOMER][NEUTRAL] And received 2 packets from you guys.
[CUSTOMER][NEUTRAL] One for individual coverage and one for family coverage.
[CUSTOMER][NEUTRAL] And we were looking for a, a vision coverage.
[AGENT][NEUTRAL] Well, I got
[CUSTOMER][NEUTRAL] Do you guys do vision?
[AGENT][NEUTRAL] No, ma'am. Our company doesn't offer vision. Who's your group with?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Or your employer.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Well, it's uh through Goat Road Trucking. It's uh it's a trucking company.
[AGENT][NEUTRAL] OK. Um, you will have to contact UTBA um and they'll be able to verify who you may have vision insurance with, and I can give you their number if you like.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK. Uh, let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] And that's UTBA?
[AGENT][NEUTRAL] Yes, ma'am, and they'll be able to verify who you may have vision insurance with.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Mm bye.