AccountId: 011433970860
ContactId: 51052540-7cb6-4c6e-8d7c-336f943d9270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216039 ms
Total Talk Time (AGENT): 136128 ms
Total Talk Time (CUSTOMER): 53369 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/51052540-7cb6-4c6e-8d7c-336f943d9270_20250304T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[AGENT][NEUTRAL] [PII] claims. I'm fine, Ms. [PII] in [PII]. How are you?
[AGENT][POSITIVE] I'm glad you said that to me though. Thank you. I do appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I'm good. I have [PII] on my back line calling because he needs to add a dependent to his dental.
[AGENT][NEUTRAL] Oh, OK. Well, I can't do that, but I will tell him what he needs to do then. What's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02558125.
[AGENT][NEUTRAL] Let me pull that up real quick before I let you go. Did you verify anything, [PII]?
[CUSTOMER][NEUTRAL] Um, I verified, um, he gave me the callback number, date of birth, and email.
[AGENT][POSITIVE] All right, thank you. Thank you. Oh, this with Universal trucking?
[CUSTOMER][NEUTRAL] And his policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, he just has to go to Universal Trucking. We don't do anything for them. They do everything there.
[CUSTOMER][NEUTRAL] I said, I said, go to your employer. He's like, but I'm an independent.
[CUSTOMER][NEUTRAL] But I did say.
[AGENT][NEGATIVE] No, they hand, we don't handle do do here for universal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That you're fine, honey. I'm gonna tell Mr. [PII]. I'll transfer him on through even. All right, thank you, dear. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. All right, you too, bye bye.
[AGENT][POSITIVE] Good morning, Mr. [PII]. This is [PII] in customer service. How are you today, sir?
[CUSTOMER][POSITIVE] Oh great how about yourself?
[AGENT][NEUTRAL] I'm fine, thank you. So, uh, Ms [PII] was telling me that you're calling today because you need to add your son. Is that correct?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] OK, and that's to your.
[AGENT][NEUTRAL] Let's see, your dental policy.
[CUSTOMER][NEUTRAL] Uh, yes, I'm an auto operator and I went through them. It got dental, yes.
[AGENT][NEUTRAL] OK, alright, so here at APL when it comes to universal trucking.
[AGENT][POSITIVE] They assist all their trucking companies with any any form of change so if you don't mind, sir, I'll give you their number and then I'll transfer you through to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, Mr. [PII], I am going to transfer you to Universal Trucking now before I do, is there anything that I can actually assist you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, thanks.
[AGENT][POSITIVE] I will. Thank you, sir, for calling the APL. I will place you through to Universal Trucking and they will assist you from there.
[AGENT][POSITIVE] I hope you have a wonderful day, sir. Give me one moment, please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Capital Groy TBA.
[AGENT][NEUTRAL] Hey, this is [PII] with APL. I have [PII] on the phone. He is with [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last four digits of his social are [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Mr. [PII], Mr. [PII] rather, he is willing to add a dependent to his dental policy.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you