AccountId: 011433970860
ContactId: 4e554eb2-cdf7-4a55-add6-47e7079d6b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207449 ms
Total Talk Time (AGENT): 68158 ms
Total Talk Time (CUSTOMER): 81042 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4e554eb2-cdf7-4a55-add6-47e7079d6b99_20250424T18:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to check um my coverage.
[CUSTOMER][NEUTRAL] No, well, it's actually, um, the policy is under my husband's name, but I believe he said he had me on there, but I don't have an ID card.
[AGENT][NEUTRAL] OK, I can check on that for you. Um, can I get your name and the policy number?
[CUSTOMER][NEUTRAL] you want his name or mine.
[AGENT][NEUTRAL] Uh, both.
[CUSTOMER][NEUTRAL] So it says he was [PII].
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, um [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, and the policy number, please.
[CUSTOMER][NEUTRAL] 02569303
[AGENT][POSITIVE] OK, thank you. And can I get a good callback number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me pull the policy up real quick hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind verifying his birthday and mailing address?
[CUSTOMER][NEUTRAL] His birthday [PII] address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Um, now I'm not showing that you've been added to the policy. Um, I can transfer you to UTBA and they can check on that for you. Um, how long ago has it been since he sent in the application to add you to the policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See, he wasn't sure if he did cause he was like,
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] He added me on a, you know, on a bunch of different stuff, but I was really trying to see if I was on there, but um is there
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway he can add me, even though it's after enrollment period.
[AGENT][NEUTRAL] Uh, well, he would have to call Universal Trucking and check with them, and they, they would be able to help him with adding you to the policy if it's um available to him. I can give you their phone number.
[CUSTOMER][NEUTRAL] Oh, UBT he has, he has the phone number.
[AGENT][NEUTRAL] OK, uh, just get him to con contact them and see what he could do to get you added to the, the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, well, thank you for calling ATM. You have a great day.
[CUSTOMER][NEUTRAL] OK, bye bye.