AccountId: 011433970860
ContactId: 38ba0643-16da-4036-89c0-fd746c840998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739679 ms
Total Talk Time (AGENT): 367638 ms
Total Talk Time (CUSTOMER): 102155 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/38ba0643-16da-4036-89c0-fd746c840998_20250520T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII] this is [PII].
[CUSTOMER][NEGATIVE] I was calling because I um I've been waiting on my uh health insurance cards to come in but I still have yet to have them come in yet.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're calling to find out about your ID cards, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes sir, I can help you with that and Mr. [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number? If not, I can look up your information with your full social.
[CUSTOMER][NEUTRAL] Uh, uh, I can just give you the social.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me a moment please, Mr. [PII] to locate your information. Once I do, then I will have to verify several things with you first for security.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address please.
[CUSTOMER][NEUTRAL] Uh, that'll be [PII].
[AGENT][NEUTRAL] OK, is there an apartment number or unit number associated with your address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And what was your zip code again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file for you is the same as the one that you gave me so again that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So you have not received any of your ID cards or just?
[CUSTOMER][NEGATIVE] Uh, just the health insurance cards. I, I, no, no, actually I haven't received any, no.
[AGENT][NEUTRAL] So you haven't received your dental cards or the medical cards, is that correct?
[CUSTOMER][NEUTRAL] Let me, no, no, no, my bad, uh, I got the dental, but I don't have the health.
[AGENT][NEUTRAL] OK, so just a moment and let me pull because the, OK, so let me pull that information up just one moment.
[AGENT][NEUTRAL] OK, so I see those were mailed to you to that address back in February on [PII]. OK, so give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can say that's when your medical cards were also mailed to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you didn't receive them?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I have sent a request to have those mailed to you again. It does take about 10 business days, Mr. [PII] to receive those in the mail. Now I'm also going to email you a user guide for our portal called the online service center.
[AGENT][NEUTRAL] And if you set up your profile in the portal that will give you access to the policy information for the different policies you have with us and also your ID cards for two of your policies that have ID cards associated with them. So give me just a moment to send you that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like to write down your policy number I'll be happy to give that to you and again you're gonna see this as well when you log or set up your portal and log in but you're.
[AGENT][NEUTRAL] Hospital indemnity policy number is 259.
[AGENT][NEUTRAL] 9406.
[CUSTOMER][NEUTRAL] Uh, 259-940-6.
[AGENT][NEUTRAL] That is correct, yes sir, mhm, and that email that I just sent to you that is going to come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL online service center in your subject line. I don't think that it'll go to your junk or spam folder, but in the event you don't see it in your inbox very soon, you might wanna check one of those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See I'm looking at
[AGENT][POSITIVE] Yeah, make sure that you got it.
[AGENT][NEUTRAL] And it's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Again, it will come from [PII] [PII]. You may have to refresh your email.
[CUSTOMER][NEGATIVE] That and I don't really have a lot of service in this area on that right now.
[AGENT][POSITIVE] 00, goodness. OK. Yeah, that can definitely be a factor for sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But if when you do have better service if you still don't have it, Mr. [PII], you can call back and we can give you but on your dental ID card that you did receive, um, it should have our online service center website [PII].
[AGENT][POSITIVE] And that's where you will go the user guide just gives you some tips.
[AGENT][NEUTRAL] On setting it up.
[AGENT][NEGATIVE] But again, when you have better service, because I did not receive an error message.
[AGENT][NEGATIVE] Saying that it failed to deliver anything.
[AGENT][NEUTRAL] So you might, the time will be around, you know, [PII] when you're checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your messages.
[CUSTOMER][NEUTRAL] Yeah, because I'm try
[CUSTOMER][NEGATIVE] I can still I can't through it.
[AGENT][NEUTRAL] Oh, hold on just a second, you're not gonna receive it because there's a typo in your email in the system.
[AGENT][NEUTRAL] Or is it [PII]?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Or [PII]. Is it [PII] or [PII]on?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so the way we received it, which I will get it corrected, give me just a second.
[AGENT][NEUTRAL] So, [PII] 197. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now you will also need to get this updated with the Universal Trucking Benefits association to make or to make sure that they have it correct as well Mr. [PII] because we received your information from them, so there was a typo, so give me just a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To send this to you again now that I've corrected it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just overlooked it.
[AGENT][MIXED] Because it's so close to being correct, but it was just missing the R in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment, send it to you.
[AGENT][NEUTRAL] Alright, so I have just sent that to you again.
[AGENT][POSITIVE] And hopefully you're gonna get this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yep, just came through.
[AGENT][POSITIVE] Perfect. Now, do you have the phone number for the Universal Trucking Benefits Association? If not, I can give that to you and then I can also connect you with them.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, if you could connect me that would be great.
[AGENT][NEUTRAL] OK, do you want to take down their number so that just in case we were to get disconnected you could call them directly?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and let me make one note here, uh huh.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and is there anything else that I could help you with today, Mrs. [PII] before I transfer you to UTBA?
[CUSTOMER][NEUTRAL] Uh, no, no, that's all.
[AGENT][POSITIVE] OK, well then thank you so much for calling APO and I hope you have a great day and a safe day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so one moment please.
[CUSTOMER][NEUTRAL] Capital Group TBA.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL again. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] Good. I have a Mr. [PII] with PNS Transportation on the line. He's needing to get his email corrected. There's a typo in his email that we had received for it with his enrollment.
[CUSTOMER][NEUTRAL] OK, what's his first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And who does he drop with?
[AGENT][NEUTRAL] It says PNS Transportation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, are you ready to speak to him? All right. Thank you so much, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You can go ahead and send him over, yes.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.