AccountId: 011433970860
ContactId: 35a4a3d3-690b-4990-9d75-5899499a1f46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273260 ms
Total Talk Time (AGENT): 86614 ms
Total Talk Time (CUSTOMER): 128181 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/35a4a3d3-690b-4990-9d75-5899499a1f46_20250131T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. First name and last name [PII].
[AGENT][POSITIVE] And how, how may I help you today?
[CUSTOMER][NEUTRAL] I wanted to uh
[CUSTOMER][NEUTRAL] I have my fiance wanted to, uh, she's trying to get insurance and I was wondering how did you go about, do you offer insurance from outside from, you know, regular public or
[CUSTOMER][NEUTRAL] It's just something just dealing with um companies.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm a driver for her but I, I'm already a member. I just.
[AGENT][NEUTRAL] Oh, so
[AGENT][NEUTRAL] Got you to be. OK, Mr. [PII], um, what is, uh, a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Alright alright [PII].
[AGENT][NEUTRAL] OK. And is she gonna be under your insurance or she's trying to get like a separate insurance from yours?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] That's my question. She's just, she's my fiance, so I don't know if I can actually do that cause, could I place her under my sources as, as, um, a fiance.
[AGENT][NEUTRAL] Um, I will have to get, um, with Universal Trucking, and they can answer that for you because that's where you got your policy through, Universal Trucking.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah, and they can answer that if it's OK to add.
[CUSTOMER][NEUTRAL] OK, is there any way that?
[CUSTOMER][NEUTRAL] I don't have that number um do you have that?
[AGENT][NEUTRAL] It's fine. I can
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, you, you have a number for them?
[AGENT][POSITIVE] Yes, I do, and I can also transfer you over. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, here we go. OK, the number is 1877.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For, OK, uh, so I got another question, so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If she decided to just go through you all outside of the universal, could do, could you do that like?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, not directly. We don't have any individual policies that we sell directly to the um personal, um, it's all through employers, um, Universal Trucking is the one that handles the trucking service, so, um, it has to go through them, but we don't have any individual for personal.
[AGENT][NEUTRAL] Policies. Mhm. Yeah. OK, do you need to transfer you over?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][POSITIVE] Yes ma'am, yes, that.
[AGENT][NEUTRAL] OK, let me you as well. And thank you for calling ATL. One moment while I transfer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Universal Trucking Benefits, can I help you?
[CUSTOMER][NEUTRAL] Hi this is um [PII] last name [PII]. I have a question uh hello? Yes, I'm here. Hello.
[CUSTOMER][NEUTRAL] OK, I have a fiance that's looking to you. Can, can I add, I'm a, I'm a member already. Could I add her to a policy as a fiance?
[CUSTOMER][NEUTRAL] Um, it, um, how it depends, um, typically no as the general answer, but if you are in a, um.
[CUSTOMER][NEUTRAL] A state that recognizes common law marriage, it's possible to add to some things you'll need to talk with your agent, um.
[CUSTOMER][NEUTRAL] Here I don't think you can do it for medical though. What's your I didn't hear your name uh when you were telling me in the beginning what's your last name?
[CUSTOMER][NEUTRAL] Oh, the first name is [PII]. Last name is [PII] [PII]
[CUSTOMER][NEUTRAL] OK