AccountId: 011433970860
ContactId: 4bfce77e-17d2-4de9-af0f-2dcb23dcaafd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471570 ms
Total Talk Time (AGENT): 261655 ms
Total Talk Time (CUSTOMER): 112831 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4bfce77e-17d2-4de9-af0f-2dcb23dcaafd_20250127T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my name is [PII]. I was calling because uh I uh I have a dentist appointment but I don't have my insurance card and they needed the numbers out there. I was trying to see how do I go about obtaining it.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing to get an ID card. Is that correct? Cause you have an upcoming appointment?
[CUSTOMER][NEGATIVE] Yeah, I gave it to them, but I, I don't know why they need it again and I don't have it.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] OK, yes, I can help you and so first off what is a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your full social security number, Mr. [PII], so that I can look up your information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to locate your policy information. Once I do locate that and get it pulled up, I will have to verify several things with you first, Mr. [PII] for security, so just a moment, please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another number that we could have?
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Is that still a valid phone number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, it's currently disconnected. I have a new number.
[AGENT][NEUTRAL] So the new number, is that the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so your phone number does need to be updated to that number, is that correct?
[CUSTOMER][POSITIVE] Yeah, yes, yes ma'am.
[AGENT][NEUTRAL] OK, thank you. I just.
[AGENT][NEUTRAL] OK and the last thing to verify with me will be your email address.
[CUSTOMER][NEUTRAL] It is [PII] and last name [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], so have you ever set up, first off, have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEGATIVE] I don't believe I have.
[AGENT][POSITIVE] OK, I'm gonna email you the user guide on how to set that up because that gives you access to your ID cards and your policy information for the coverage that you have with our company with APL and I'll be happy to provide you your policy number if you're wanting to write that down, and you will see this number in your portal as well.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready right now.
[AGENT][NEUTRAL] OK, the policy number is going to be 238.
[AGENT][NEUTRAL] 5370.
[CUSTOMER][NEUTRAL] That's 238-537-0.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] If you'll give me just a moment, I will send you this user guide. The email that you're gonna receive from me will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have put APL in the subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have just sent that to you so it might take you just you should have it in just a minute.
[CUSTOMER][NEUTRAL] OK, is there another number that they will need other than the policy number?
[AGENT][NEUTRAL] No, sir. They can call us, um, they can call us to verify any other information that they may need. Just give them our [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they can call us. Now, did you not receive ID cards in the mail?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] I, I did, but I'm in the process of moving, so I, I don't have it on hand.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, OK. Well, again, the same ID cards that you received in the mail, you will have access to those in your portal so you can pull them up online for viewing or you can also print them out. Now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you will need to get, if you haven't already done it, you will need to get your phone number updated with the Universal Trucking Benefits association.
[AGENT][NEUTRAL] That is the um company that you enrolled for our coverage through?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, do you have their phone number? If not, I can give it to you and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, I actually spoke with them they gave me your, your number.
[AGENT][NEUTRAL] Oh, OK, so did you get and so they did update your phone number when you talked to them?
[CUSTOMER][NEUTRAL] I, I don't believe we spoke about that.
[CUSTOMER][NEUTRAL] I, I can't call them back just to, you know, do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, either way or I'll be happy to transfer you just whichever you prefer.
[CUSTOMER][NEUTRAL] OK, yeah, you could transfer me.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with first, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been quite helpful. I appreciate you.
[AGENT][POSITIVE] Oh, well, you're very welcome. It was my pleasure. So if that is all for the moment anyway that we can I can help you with, thank you again for calling [PII]. I hope you have a wonderful and safe afternoon and if you will give me just one moment, I will get you connected back over to UTBA.
[CUSTOMER][NEUTRAL] OK, sure thing.
[AGENT][POSITIVE] All right. And good luck on that move. Moving as a chore. Oh, yes, it is. OK. Well, have a wonderful afternoon.
[CUSTOMER][POSITIVE] I appreciate you.
[CUSTOMER][POSITIVE] Oh it is tiresome, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Will do, you can do, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] UTVA?
[AGENT][NEUTRAL] Hey, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm fine, thank you. So I have an insured who had just spoken with someone over there. Um, his name is [PII], and he's with Stevens Transport.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But he needs to update the phone number that you all have on file for him. He said that he did not do that.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you so much, [PII], and I hope you have a good afternoon. Nice talking with you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] All right. Bye-bye.