AccountId: 011433970860
ContactId: 38d98590-1f3f-4446-83d6-4258afd2ef75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409750 ms
Total Talk Time (AGENT): 202200 ms
Total Talk Time (CUSTOMER): 116196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/38d98590-1f3f-4446-83d6-4258afd2ef75_20250303T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, this is [PII], and my husband and I took out some insurance, I think in January, and we still have not received anything, and it says it's supposed to be effective [PII].
[AGENT][NEUTRAL] OK, so you were needing uh like ID cards and uh policy all that?
[CUSTOMER][NEGATIVE] Yeah we don't have anything.
[AGENT][NEUTRAL] OK, it's possible if it just went into effect then that's when it was mailed out um but let me see what I can find for you. uh, [PII] first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, do you have a policy number at all?
[CUSTOMER][NEGATIVE] No, we don't have anything.
[AGENT][NEUTRAL] OK, OK, um, I could put choosing your social.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see, I did not get a result with that social, let's see.
[CUSTOMER][NEUTRAL] Let me get, let me get my husband. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause it's through his um
[CUSTOMER][NEUTRAL] Trucking and I'm just on there um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me see where I put it. I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Mm what can I do with it.
[CUSTOMER][NEUTRAL] I'm sorry, I wrote it down.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] We was just wondering, oh here it is. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and uh what was his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There we are. OK, I do believe I've found it. OK, yes, um, just gonna verify some information really quick. Uh, do you go by [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's what we've got you in as, um, OK, uh, if I could, can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can you verify the uh mailing address we've got on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Uh, last thing I need is the email address we've got on file for y'all. It does look like it's [PII]'s, uh, [PII] account.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. Let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So we've got a dental policy, critical illness, hospital indemnity, and short-term disability. Um, so for the only um ID cards we would send out would be for dental or in the hospital indemnity. So give me just a moment. Let me see if that information has been sent.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK, what about, do we not get a policy on the life and all?
[AGENT][NEUTRAL] Um, I don't have, uh, you guys don't have a life policy through us. Um, if you did, it would probably be through a different, uh, carrier. Uh, you have 4 policies with us, so that would be the dental, critical illness, hospital indemnity, and short-term disability.
[CUSTOMER][NEUTRAL] OK, we, we took out life as well.
[AGENT][NEUTRAL] Um, again, if it, if you do, it's would be through a different carrier because you, these are the only policies you have with us, so he could get with his employer and find out who that is through.
[CUSTOMER][NEUTRAL] Because we, I'm confused because the guy who called us about all this.
[CUSTOMER][NEUTRAL] Find of all of it all at once.
[AGENT][NEUTRAL] Sure and it's possible they have that through someone else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just saying these are the only policies I've got. um, OK, so that information has been sent out, but if you'd like I can email you um the ID cards. Did you want me to do that just so you've got something right now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, did you just want me to send it to [PII]'s this uh [PII] that we've got it?
[CUSTOMER][NEUTRAL] Actually, can you send it to mine cause he's on the road.
[AGENT][NEUTRAL] Sure, what was that email address for you?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] L O U
[CUSTOMER][NEUTRAL] 1069 at yahoo.com.
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] So that was [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, got you. OK, alrighty, so I will send that to you, um, again it's the ID cards just for dental and for the hospital indemnity, and you should be getting all of that other information in the mail soon. If you haven't, I would give it of course a couple of weeks from the [PII], uh, and if you've not received anything that you definitely give us a call and we'll have that resent to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, but you have no information on the life insurance.
[AGENT][NEGATIVE] I don't show that you'll have a life policy with us at all.
[CUSTOMER][NEGATIVE] That is so strange.
[AGENT][NEUTRAL] Yeah, I would see uh get with his employer and see if that might be through a different carrier.
[CUSTOMER][NEUTRAL] [PII], I wish I knew the guy's name because I'm not liking that.
[CUSTOMER][NEGATIVE] I feel uncomfortable now.
[AGENT][NEGATIVE] Yeah, it is odd when it definitely makes it a lot more um difficult when it's not all through the same person.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or through the same company I guess.
[CUSTOMER][NEUTRAL] Yeah, so do you have a guy's name that may have called us or?
[AGENT][NEUTRAL] Um, I don't have that information. Um, I just know that this is through, uh, universal tracking, um, so that would be, it would either be through his direct employer he could get with his HR department or it would be through universal trucking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Alright, sorry there wasn't more I do to help. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am. Thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.