AccountId: 011433970860
ContactId: 69030a87-9434-409b-8f55-d2f7e20db8fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480790 ms
Total Talk Time (AGENT): 257179 ms
Total Talk Time (CUSTOMER): 121511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/69030a87-9434-409b-8f55-d2f7e20db8fc_20250303T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is uh [PII].
[CUSTOMER][NEUTRAL] And um I'm a truck driver and I had to um the benefits uh dental.
[CUSTOMER][NEUTRAL] And um I was trying to get a card.
[AGENT][NEUTRAL] OK, Mr. [PII], you're needing to get an ID card for your dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, and I'm trying to uh.
[AGENT][NEUTRAL] Yes, sure. Uh-huh.
[CUSTOMER][NEUTRAL] I had another question um.
[CUSTOMER][NEUTRAL] I was with the company JLE JLE got bought out.
[CUSTOMER][NEUTRAL] So wait, another company. So we have a transition is a, is, is my um.
[CUSTOMER][NEUTRAL] Is my plan still active?
[AGENT][NEUTRAL] OK, so I can also check to see if your coverage is still active as well, Mr. [PII]. Uh, first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number? If not, I can look up your information with your full social.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't have the policy number. Um, associate is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So give me just a moment, Mr. [PII], I'll get your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], so I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so first off, um, Mr. [PII], have you ever set up your profile in our portal called the online service center? OK, I can actually, OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] To be honest with you, no, ma'am.
[AGENT][NEUTRAL] Do you use the internet very much?
[CUSTOMER][NEUTRAL] Uh, yes, I, I use it, uh, on my phone a lot.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well the reason that I'm asking you that is because once you set up your profile in our portal, you will have access to your ID cards online.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I can email you the user guide that explains how to set up your profile to give you that access.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, as far as your policy being active, yes, sir, at this time we do still show that it is active, but if you, it is still listed under JL Industries, JLE Industries rather. So if you have any questions regarding how the change in the company is going to affect your coverage, that would be something that you would need to speak to someone with the Universal Trucking Benefits association.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And I'll be happy to provide you their phone number and then I can also connect you with one of their representatives if you would like.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] But as of now, yes, sir, your policy is still showing as active.
[CUSTOMER][POSITIVE] This one OK.
[AGENT][NEUTRAL] For the, yes, sir. Now again, I don't know how the change in the company situation is going to affect your coverage with us, but the Universal Trucking Benefits Association, that is where the agents are located.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] That would be able to answer that for you because that's who you enrolled through.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, uh, OK, yeah, could you, could you, uh.
[CUSTOMER][NEUTRAL] Transfer
[AGENT][POSITIVE] Yes, I'll be happy to do, yes. Are you able to take down their phone number so that just in case we were to get disconnected, you could call them directly?
[CUSTOMER][NEUTRAL] The one of those.
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][POSITIVE] So just let me know when you're ready and I'll be happy to give you that phone number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what's the what's the name?
[AGENT][NEUTRAL] That is to the, uh-huh, the Universal Trucking Benefits Association or UTBA.
[CUSTOMER][NEUTRAL] Universal?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, and just so that you know, I did email you that user guide so that you can set up your profile for your ID cards and the email that you're gonna receive will come from care team at [PII] and I have already sent that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it, I have another question. Is it too late to ask if I want to add my spouse onto my dental plan? Is it too late?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, that would also be a question for you to talk to UTBA about. They provide us all of that information. Mhm.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK. All right. Well, we, you are certainly very welcome, Mr. [PII]. And again, is there anything else I can help you with before I connect you with them?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a very nice and safe afternoon.
[CUSTOMER][POSITIVE] I do the same. You have a you have a blessed day.
[AGENT][POSITIVE] Yes, sir. Thank you. I hope the same thing for you. So, one moment please and I will get you connected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] B2BA.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm all right, thank you. Um, I have an insured on the line who we showed to be with JLE Industries. His name is [PII].
[AGENT][NEUTRAL] And he was calling to verify that his policy was still active, but he also went on to say that there's going to be a change with the company, and he was wanting to know if that's going to affect his coverage.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] And also, yeah, and one last thing, [PII], and also he inquired about adding a spouse if he could.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Alright, thanks. Bye bye.