AccountId: 011433970860
ContactId: 649d2acc-26dd-4764-bfba-ac8b99ff3513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235100 ms
Total Talk Time (AGENT): 92790 ms
Total Talk Time (CUSTOMER): 77892 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/649d2acc-26dd-4764-bfba-ac8b99ff3513_20250205T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have some questions about my uh policy.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you today. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Would it be my member number?
[AGENT][NEUTRAL] Let's just start with a 0.
[CUSTOMER][NEUTRAL] Yes ma'am. 0248.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 790.
[AGENT][NEUTRAL] 7905
[CUSTOMER][NEUTRAL] Yes fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now where is [PII] cause I'm in [PII].
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Mr. [PII], I think you went through a little bit spot. You there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, you must be on the road.
[CUSTOMER][NEUTRAL] You can't hear me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, not a problem.
[AGENT][NEUTRAL] And you were calling for benefits for your medical coverage?
[CUSTOMER][NEUTRAL] I was trying, my question was, I changed jobs and I was trying to see how do I keep
[CUSTOMER][NEUTRAL] My insurance, how can I pay it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do it have to be payroll deduction or can I just pay?
[AGENT][NEUTRAL] Now you would need to speak with Universal Trucking Benefits department and they can assist you if you can um continue paying it on your own. They'll be able to provide that information for you. Would you like for me to connect you to them?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, it would be my pleasure. And before I do, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, thank you, Mr. [PII]. I hope you have a wonderful day. Let me get that representative on the line for you. And thank you for calling APL. Take care. One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Capital Group ETBA.
[AGENT][NEUTRAL] Hey, this is [PII]. I have a Mr. [PII] on the line. He's changed jobs and wants to know if he can continue his coverage in either through payroll deduction or COA.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, you can send him over. I'm ready thank you you too.
[AGENT][POSITIVE] You ready? All right, thank you. You have a great day. One moment.
[AGENT][NEUTRAL] Here he comes.
[CUSTOMER][NEUTRAL] [PII], can [PII], can you pass mine out?
[CUSTOMER][NEUTRAL] Yes one. Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. Hang on one moment.
[CUSTOMER][NEUTRAL] Um, so tell me the last four of your social.
[CUSTOMER][NEUTRAL] [PII]. OK perfect you're with logins.
[CUSTOMER][NEUTRAL] OK, I'm gonna switch you over to [PII]. She has stepped out to lunch, but she will be back, um, and then she'll give you a call back if you leave her a message, and she'll get that situated for you, OK?
[CUSTOMER][NEUTRAL] Alright.