AccountId: 011433970860
ContactId: 3d45ee1b-f197-49da-b561-9ee5dd9420e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480549 ms
Total Talk Time (AGENT): 223965 ms
Total Talk Time (CUSTOMER): 208416 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3d45ee1b-f197-49da-b561-9ee5dd9420e1_20250425T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just called to ask a question. My name is [PII], and I have a, a policy with y'all and everything on my dental and, and vision and other stuff, and I was calling to see, do y'all have a plan with the insurance like where, uh, I'm gonna change everything up but add some on to it that when you go to the doctor, you know, for doctor visits and stuff like that.
[AGENT][NEUTRAL] I, uh, Mr. [PII]
[CUSTOMER][NEUTRAL] Like, like a fan, like a, you know, be a physician or, or, you know, something like that.
[AGENT][NEUTRAL] OK, alright, so Mr. [PII], can you give me at least a policy number that I can look at? And because I believe it's something you may have to go through your broker for, and I'll need to know who you're with and who.
[CUSTOMER][NEUTRAL] OK, I could call. Well, if I need to, OK, I'm an American Wind Transport. Let me, I had my insurance thing, my card right here in my hand here earlier. Let me, I had to get all that.
[AGENT][NEUTRAL] Are you with the staffing?
[AGENT][NEUTRAL] Through a staffing company.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] I'm with Ridgeway
[AGENT][NEUTRAL] Ridgeway.
[CUSTOMER][NEUTRAL] When American wind Transport, I see it like that.
[CUSTOMER][NEUTRAL] Oh, I got, I had all that stuff right here in my hand here earlier. Oh shoot, I had to get my.
[CUSTOMER][NEUTRAL] You know, insurance thing and all that done and, and everything else the other day and I had all that stuff in my hand here and I don't know what the world.
[CUSTOMER][NEUTRAL] I had it yesterday. I don't know what world I just done.
[AGENT][NEUTRAL] It it wouldn't be American Staff Corps Inc. would it, sir?
[CUSTOMER][NEUTRAL] No, ma'am. There's an American. I said, I had my papers right here last night, but like I said, I don't, I went to the doctor and I had changed everything around cause I had my, I had my papers with all my stuff on it, my dental information and, and everything else on it.
[AGENT][NEUTRAL] American.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm looking under your last name, see if I can find you, and that's [PII]
[CUSTOMER][NEUTRAL] No, ma'am, [PII]
[AGENT][POSITIVE] [PII] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I guess the way I did spell it sounded more like a first name, didn't it?
[AGENT][NEUTRAL] Alright, 3.
[AGENT][NEUTRAL] And [PII]. Is that [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, well, I've just
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like I said, if I could stop all my paperwork right here, I had my, uh, I had everything emailed, you know what, I'm sitting here looking at, well, I could probably go back on my emails and get my
[CUSTOMER][NEUTRAL] Oh the number off of there cause I think.
[AGENT][NEUTRAL] It should pull up.
[AGENT][POSITIVE] Hopefully, there we go. I think I may have found you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's just do a quick verification real quick, Mr. [PII]. May we verify your date of birth and then your address please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] And then my address is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, we have a totally different address.
[CUSTOMER][NEUTRAL] It's not that they got, OK, well, they, they, they, they, it's either that or my mom's address because they send different papers out for me. I drive you know my on the road, so it's either [PII].
[AGENT][NEUTRAL] Yes. Yes, sir. That's it. And it looks like you're calling from the phone number. Oh, that's your mother's, that's fine. OK. And you're calling.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's my
[CUSTOMER][NEUTRAL] No, no, no, no, no, that's my mother's address. My phone number is [PII]. That is my, my cell phone.
[AGENT][POSITIVE] Wonderful. That's what we have on file for you, Mr. [PII], and we do have your mother's mailing address and the last thing, sir, may we verify your email address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent. Everything is good, good, good, good. So let's see, um, and real quick I'll just tell you what all you have with us and then, OK, so you're with Universal Trucking.
[CUSTOMER][NEUTRAL] Well I got my dental, I got dental, dental vision.
[AGENT][NEUTRAL] OK. You're, you're through universal trucking, right, and with us you have dental disability and group term life. OK, so what I need to do and you know they have many different providers that universal trucking.
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yeah, university.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you probably have your.
[CUSTOMER][NEUTRAL] OK, that's uh the my.
[CUSTOMER][NEUTRAL] Yes, my, my head man over there univer well over there deal, Mr. [PII].
[AGENT][NEUTRAL] Uh, let's see if that's who your broker is, is that what?
[CUSTOMER][NEGATIVE] Yeah, well, that's, that's the one that I always called and he said he was the one over me. It was Mr. [PII], so that's the number I have for him and my other book here I have to find which I can't find my other paperwork I had and it's just puzzling me now cause I had everything down with everything on it and it's just puzzling me where did I put it?
[AGENT][NEUTRAL] Yes sir, he is who you would go through, uh, Universal handles all, all changes and, uh, you know, everything. So if you're term a policy change of policy, wanting to add something new, they handle all that information there and then they submit it to APL or whichever, uh, provider they're using.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, would you like for me to transfer you over to Universal Trucking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And you're calling today because you wanna check on something for, um, I'm sorry, for the doctor, something you can add on for like a doctor.
[CUSTOMER][NEUTRAL] Yes ma'am. Yes ma'am. What I'm checking on. Is that number over there? Uh, well, see they, they say the universal, is that UTPA UTBA?
[AGENT][NEUTRAL] Yes, sir. UTBA.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, yes ma'am, if you don't mind, could you switch me over to that to them please?
[AGENT][NEUTRAL] I'll be glad to. So, Mr. [PII], is there anything we can assist you with before I transfer you, sir?
[CUSTOMER][POSITIVE] No, ma'am, that was it. You've been a real big help.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Mr. [PII]. You have a wonderful day. Give me just a moment. Thank you.
[CUSTOMER][POSITIVE] You too, and a blessed and a blessing to you.
[AGENT][POSITIVE] Thank you dear you as well and it'll take me just a minute to give them your information. One moment please.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hey, this is [PII] at uh APL. I have [PII] on the phone. He is with, I guess it's [PII], um, he, Mr. [PII] is wanting to see about adding some kind of, you know, additional benefits to his policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Alright. Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.