AccountId: 011433970860
ContactId: 6b817485-dd4e-406b-b3b2-b4dda47569d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363480 ms
Total Talk Time (AGENT): 141758 ms
Total Talk Time (CUSTOMER): 135659 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6b817485-dd4e-406b-b3b2-b4dda47569d3_20250211T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? This is uh [PII]. I need to speak to someone about my benefits, my medical.
[CUSTOMER][NEUTRAL] Because I, I have to get prescriptions and uh.
[CUSTOMER][NEGATIVE] That car, they say they didn't do absolutely nothing, so I need to change my plan or get on a new plan or something.
[AGENT][NEUTRAL] OK, [PII], um, can help you with your benefits. Can you give me your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, man. I was looking for that uh.
[CUSTOMER][POSITIVE] I got it yeah yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] true.
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Well, the, the deer in the in the.
[AGENT][NEUTRAL] Hello, I'm here.
[CUSTOMER][NEUTRAL] I say the dental and the teeth ain't the same.
[CUSTOMER][POSITIVE] Let me see I got it, I got it I got it.
[CUSTOMER][NEUTRAL] It's a policy.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 79862.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please?
[CUSTOMER][NEUTRAL] the guy told me about uh-huh.
[AGENT][NEUTRAL] Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address we have on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email is [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me, [PII]. So as far as changing your plan, so that you can have better benefits, you'll have to go to your employer, uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Your human resources department and let them know that you want to change your plan.
[AGENT][NEUTRAL] Uh, you can do that or if you want I can transfer.
[CUSTOMER][NEUTRAL] Yeah, because my, my prescription, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My prescriptions are really high.
[CUSTOMER][NEUTRAL] And they didn't used to be how when I had uh.
[CUSTOMER][NEUTRAL] Obamacare and uh regular insurance, you know, with a different company.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Yeah, it's too hot.
[AGENT][NEUTRAL] I understand, I understand, um, because you're with a group though, you'll have to go to um Universal Trucking US One Logistics, whoever it helps with the benefits there in your department, um, and with your employer, talk to them and let them know about your prescriptions being too high and see if they have something else to offer you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] OK. You're so welcome, [PII]. I hope you have a blessed day and you be careful on the road. We appreciate you calling APL. Thank you.
[CUSTOMER][NEUTRAL] All right, yeah.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] You do the same, uh, let me ask you this, uh, what about the uh eyeglasses? Do you all handle that? Elass here?
[AGENT][NEUTRAL] No, no, sir, we don't have your vision insurance here with our company.
[CUSTOMER][NEUTRAL] OK, what about the demo?
[AGENT][NEUTRAL] The dental policy, yes, we do.
[CUSTOMER][NEUTRAL] OK. And what they do, uh, once a year free cleaning or anything?
[AGENT][NEUTRAL] Let me look at your policy and see real quick for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and this is just to, um, this is just a verification of your benefits. It's not a guarantee of payment. You do have, um, cleanings once every 6 months, so twice a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can go anywhere, uh, there's a certain dollar.
[AGENT][NEUTRAL] Um, I can refer you to our website and if you go in there and you search for your provider, it'll tell you who you can see in your area.
[CUSTOMER][POSITIVE] OK, OK, alright, thanks.
[AGENT][NEUTRAL] You're welcome. Um, are you where you can get that, um, information? It's at [PII]. It should also be on your card.
[CUSTOMER][NEUTRAL] OK, OK, I get, I get it. Thank you, ma'am. I just got unloaded and trying to take off.
[AGENT][POSITIVE] Oh goodness. OK. All right. Well, I'll let you go so you can get busy with work.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Thank you, [PII]. You take care.
[CUSTOMER][POSITIVE] Uh, you do the same. Thank you. Bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh