AccountId: 011433970860
ContactId: 3f20de4a-9fc5-4254-86bc-09796517afcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297100 ms
Total Talk Time (AGENT): 124114 ms
Total Talk Time (CUSTOMER): 116831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3f20de4a-9fc5-4254-86bc-09796517afcf_20250107T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I, um
[CUSTOMER][NEUTRAL] Using y'all using um the insurance, will y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, uh, needed to make some changes. Is it too late for me to do that?
[AGENT][NEUTRAL] Is it for coverage or information on your policy?
[CUSTOMER][NEUTRAL] To bridge.
[AGENT][POSITIVE] OK. And what is your policy number, Mr. [PII]? I'll be happy to check that for you.
[CUSTOMER][NEUTRAL] OK, one second, I gotta hear this wallet here really.
[CUSTOMER][NEUTRAL] I'm reading this off my insurance card, uh, let's see, uh, 0479071.
[AGENT][NEUTRAL] Is it, there is, is there another number?
[AGENT][NEUTRAL] Is it the APL ID card?
[CUSTOMER][POSITIVE] Yes ma'am, that's what I'm using.
[AGENT][NEUTRAL] Is it 104 or?
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] 02479071
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. And what is your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And this is for your dental policy?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I thought, I thought I had vision and dental. Is that correct?
[AGENT][NEUTRAL] You have dental through APL. Your vision is going to be through another company.
[CUSTOMER][NEUTRAL] OK, OK, um, can I also get, um, health coverage from you if I'm not mistaken, I thought I could.
[AGENT][NEUTRAL] Yes, you is now what you need to do is to contact the Universal Trucking benefits department to add coverage and I can transfer you to them if you would like. I can also give you that phone number just in case we get disconnected. You'll have that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That'll be fine. Hold on one second. OK, what is that number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good call but let's, while I've got you on the line, can I go ahead and verify your address, phone number and email?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] My address changed a little bit but we can still, it should be [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, we've got [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Actually we have [PII]. Do we need to update that address for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it, it is [PII].
[AGENT][NEUTRAL] OK, in [PII]. And what is your email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Do you like goat cheese?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm a truck driver, so there's my call sign, and at that moment, that's all I had to think about to make a make a password.
[AGENT][POSITIVE] Well, I like goat cheese.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your phone number, please, sir?
[CUSTOMER][POSITIVE] [PII]. I like it on my tacos sometimes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, there you go.
[AGENT][NEGATIVE] Alright, now you're making me hungry now.
[AGENT][POSITIVE] Well, it would be my pleasure to transfer you to Universal trucking benefits to see if you can add that medical coverage. Before I do, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, ma'am, I thank you. Thank you very much.
[AGENT][POSITIVE] My pleasure. If you'll hold one moment for the transfer, I hope you have a wonderful day, Mr. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Capital Group B2BA.
[AGENT][NEUTRAL] Good morning. It's [PII] with APL. I have a Mr. [PII] on the line. He is with um Treker Trucking and he wants to see if he can add medical coverage.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Good morning. This is [PII]. May I help you?