AccountId: 011433970860
ContactId: 5c91ffee-5fa9-4f5b-b094-af37d44d1c00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498839 ms
Total Talk Time (AGENT): 94364 ms
Total Talk Time (CUSTOMER): 170265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5c91ffee-5fa9-4f5b-b094-af37d44d1c00_20250319T20:32_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] My name is [PII]. I'm an owner operator for KAG.
[CUSTOMER][NEUTRAL] And um uh first thing I didn't get my insurance card on mail that's the first thing. Second thing, uh, yesterday night on duty, um.
[CUSTOMER][NEUTRAL] Uh, I, I tripped and I, you know, I think so. I went to the doctor yesterday to Noland Hospital. According to the doctor, I broke my, uh, bone, and I'm going to the orthoptics tomorrow. I got an appointment from there they're gonna let me know how the things goes. So calling you regarding the calling you regarding that one.
[AGENT][NEUTRAL] OK, I can help you with that. Um, how do you spell your last name?
[CUSTOMER][NEUTRAL] Uh my last name, ma'am, is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and let me see if I can find your policy real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Sure, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I called up the manager and he said you should be having the card and I didn't get my card in the mail so I said they give me your number. I said let me call you.
[AGENT][NEUTRAL] OK. And how do you spell your first name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you a junior or a senior or anything?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] I'm not able to find a policy. Who, who do you work for?
[CUSTOMER][NEUTRAL] What do you think?
[CUSTOMER][NEUTRAL] Uh, I have, I'm an owner operator. I have my company with the team in, uh, uh, Advantage Group. Uh, it should be under Chopra Transport. Can you check that? See, my last name Chobra Transport LLC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not finding a group.
[AGENT][NEUTRAL] With that name, could it be?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They, they told me to call UTL, uh, what's that? Hold on one second, uh, the manager told me to call UTBA and, uh, he gave me the number. I called them and they gave me your number that, uh, to call you and talk to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Yeah, I'm not finding anything, um.
[AGENT][NEUTRAL] When did you sign up with them?
[CUSTOMER][NEUTRAL] I've been the insurance for a long time. I'm with him in like 1314 years.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] In [PII]. I'm, I'm based in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. Do you mind giving me your social? Maybe I can look it up by the social.
[CUSTOMER][NEUTRAL] Sure, you want the last 4 or the whole thing?
[AGENT][NEUTRAL] The whole thing.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Yeah, I still didn't get anything, um.
[AGENT][NEUTRAL] Let me put you on hold for just a minute and I'll contact Universal Trucking and see uh if they can send me over your information and see what what what it is that you have and everything.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Sure, ma'am. I can be on hold. No problem.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and can I get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] This is my callback number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, hold on just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah I like that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] OK, I'm, I'm still trying to get a hold of um Universal Trucking. I'm sorry, hold on just a moment.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Why is it not calling?
[AGENT][NEUTRAL] I help.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm unable to get a hold of um Universal Trucking. I believe they've already closed for today um but I will get with them as soon as I can in the morning and give you a call back and let you know what what I find out.
[CUSTOMER][NEUTRAL] Uh, OK, uh, but I do need that, uh, if you can send me in the mail the policy and everything and the card so that tomorrow when I go to autobiotics I can give it to them and give it to Nor also.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I'm paying the insurance from the last 14 years, man. I mean, I don't know this year they never send me. I don't know why. So this thing happened now I need it. So make sure in the morning you find out what is the, I give you my company name which I'm working under Chopra Transport LLC, and my name as a driver, uh, [PII] Chopra.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Alright thank you and I, I'll give you a call back in the morning.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Mm. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] OK.