AccountId: 011433970860
ContactId: 59262d12-47bb-477b-bd19-b3dc0ee10eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554369 ms
Total Talk Time (AGENT): 295293 ms
Total Talk Time (CUSTOMER): 98907 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/59262d12-47bb-477b-bd19-b3dc0ee10eff_20250523T18:13_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I'm calling, uh, to go over our benefits. Excuse me, my name is [PII], and I work with Hirshman.
[AGENT][NEUTRAL] OK, I'm so sorry, [PII], did you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and you have some questions on your benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, our group I yes, like our group ID.
[AGENT][POSITIVE] OK, so first off, Mr. [PII], what is a good
[CUSTOMER][NEUTRAL] And ID card.
[AGENT][NEUTRAL] What is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I do. No, no, I do not. Yeah, we don't have any of that information.
[AGENT][NEUTRAL] OK, what is your full
[AGENT][NEUTRAL] OK, so what is your full social security number, please, so that I can look up your information?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, give me a moment please to look at your information.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, I will have to verify several things with you for security and any information provided will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] Thank you. And is there an apartment number or anything associated with your address?
[CUSTOMER][NEUTRAL] Yeah, there's [PII] sorry, [PII], that's my old address. So it was [PII].
[AGENT][NEUTRAL] I'm sorry, what
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me, so that is the best number that should be on file, is that correct?
[CUSTOMER][NEUTRAL] Yes, so, uh, so we recently moved, so I need to change our address.
[AGENT][NEUTRAL] OK, so we'll come back to that in just a moment let's finish verifying the rest of your information. I need for you to verify your email address for me please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so first off, I can update your address for you here at APL Mr. [PII], and then I can connect you over to the Universal Trucking Benefits Association, because that is who provides us our enrollment information, so they will also need to get that updated.
[AGENT][NEUTRAL] So what is your new mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and is there an apartment number or unit number or anything associated with that new address?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat that back to you to make sure that I did hear everything correctly. That's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that with APL, Mr. [PII], you have a dental policy with us. Is that the policy you're trying to get your information on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so your policy number and I'm also going to send you an email, Mr. [PII], that gives you the instructions on how to set up your profile in our online service center portal that will give you access to your ID cards and your policy information also you will be able to see claims information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There as well and if you were to ever have to file a claim with APL, you actually can also upload that information in directly into your portal for review. So I'll send that when we get off of our call, and the email that I will send is going to come from care team at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy to recognize. I don't think that it will go to your junk or spam folder, but if you haven't seen that within just a few minutes of us, you know, getting off our call, you might want to check one of those two folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 260.
[AGENT][NEUTRAL] 4340.
[AGENT][NEUTRAL] Can you hold on for me just one moment, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII], thank you so much for holding for me, and I do apologize about that. OK, so I gave you your policy number and this policy is active as of [PII] and ID cards for this policy were actually sent out back in March. Did you not ever receive those? They went to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I can request uh more ID cards to be mailed. It does take about 10 business days for those to be received, but again, if you set up your profile in our portal, you could go ahead and have access to those because they'll be exactly like what you'll receive in the mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, did you have other questions?
[CUSTOMER][NEUTRAL] No, no, that was it.
[AGENT][NEUTRAL] OK, and so can you also take down the phone number for UTBA unless you already have that and I can transfer you to get your address updated with them as well.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] We just.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, you can go ahead with that number.
[AGENT][NEUTRAL] OK, so UTBA's phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and would you like for me to go ahead and connect you with them to get your information updated?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. Well, thank you so much, ma'am, for calling APL. I hope you have a very nice weekend and a safe weekend as well.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Yes, sir. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] Capography to
[AGENT][NEUTRAL] Well, hey [PII]. It's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][POSITIVE] I'm glad it's Friday.
[AGENT][NEUTRAL] Mhm. So I have a gentleman on the line who's needing to update his address that's on file. His name, his name is [PII].
[AGENT][NEUTRAL] And we show him with [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you so much, Ms. [PII], and I hope you have a great holiday weekend if I don't talk to you again.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, thank you. So here comes Mr. [PII].