AccountId: 011433970860
ContactId: 6c5a2118-b1cf-468c-8da1-c36b411e9c57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580239 ms
Total Talk Time (AGENT): 153714 ms
Total Talk Time (CUSTOMER): 228342 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6c5a2118-b1cf-468c-8da1-c36b411e9c57_20250404T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hello how you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm alright, yeah, I had need to and change one of the name. Well, the name is right, but it's not. I've looked out the last name, one of the last names, and I wanna know if I can add that to my policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, we can see what we can do, OK? Um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] OK, well, my name is [PII].
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, I can pull it up. Mhm.
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] Oh, it's one of them. um, oh shoot.
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] 3783, it's like 3 different numbers by their names.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, group X and group voluntary dental.
[AGENT][NEUTRAL] Um, let me have the dental if you can see it.
[CUSTOMER][NEUTRAL] OK, it's uh 259.
[CUSTOMER][NEUTRAL] 9580.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said 259-9580?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I'm not pulling your name on this policy. Um,
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Yeah, I'm not pulling your name on this policy. Um, let me have another number, let me try another number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] just slow uh 258-9629.
[AGENT][NEUTRAL] 26 2 OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] May I have your date of birth for security, and I need the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] you said my date of birth?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] And what was the other thing you asked for?
[AGENT][NEUTRAL] Email address, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][POSITIVE] Perfect, thank you. And you said you need to add a second last name?
[CUSTOMER][NEUTRAL] Yeah, to [PII].
[AGENT][NEUTRAL] What is, uh, can you spell the, the second last name?
[CUSTOMER][NEUTRAL] Oh, is it, oh yeah, um, what is that? Good Lord, I'm all the way up. I'm sorry.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So it should be like [PII].
[CUSTOMER][NEUTRAL] That's all games.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you got this um policy through Universal Trucking, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh my bad.
[AGENT][NEUTRAL] So, um, I'm gonna go ahead and update our system, but I will have to transfer you over to Universal Trucking so they can update their system because if you don't update with them, it could change again because they're the ones that um manage this policy, OK? So let me go ahead and change here and transfer you over. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They'll be able to send me a copy of it through email or?
[AGENT][NEUTRAL] No, um, I can go ahead and do that.
[AGENT][NEUTRAL] It just needs to be changed with them as well, OK.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK. So are we changing just [PII] or we're also adding that to your last name or is it both of them?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, just [PII].
[AGENT][NEUTRAL] Just [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, so let me go ahead and get universal trucking on the line so you can update the information with them as well, OK? Um, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that'll do, that'll do me. Oh, can I ask you a question? Like with the insurance card name, it only come with my name because I'm the primary.
[AGENT][NEUTRAL] Yeah, sure, go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, because I thought when I got the other ones I thought that everybody named be on it, but I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's just gonna be under your name and then it's gonna be under um family plan. It should say family, so they know there's more people added to it, but it's gonna be you as the main holder, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Okey dokey.
[AGENT][NEUTRAL] All right. So, and the cards usually takes from 7 to 10 business days to get there because they go regular mail, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so let me go ahead and get Universal Trucking on the line first.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You have a good day.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[CUSTOMER][POSITIVE] Oh hello how you doing, ma'am? Good, thank you.
[CUSTOMER][NEUTRAL] Alright, uh, I was, I was calling to edit, uh, one of the names on my insurance policy. I had talked to a lady, she did on her end.
[CUSTOMER][NEUTRAL] It was I'm supposed to one of the what you call it, one of the people on there, they have two last names and I had to put it on there.
[CUSTOMER][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Mhm. With lumber?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, and is it a dependent?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, my wife.
[CUSTOMER][NEUTRAL] OK, so we have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] What did you need that?
[CUSTOMER][NEUTRAL] And I need to add her because she got her name is [PII] and I had need to add the middle last name.
[CUSTOMER][NEUTRAL] OK, so spell the last name for me.
[CUSTOMER][NEUTRAL] I mean the the additional name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Oh.
[CUSTOMER][NEUTRAL] OK, one more time because as I was saying it, I thought you corrected me. [PII]
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] So I have corrected it and you said you corrected it at um American Public Life.
[CUSTOMER][POSITIVE] Yes ma'am. OK, you're all set. Uh OK, thank you very much. You're welcome thank you.