AccountId: 011433970860
ContactId: 74d56f9a-55e6-4e80-8964-bcb1280a058b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298200 ms
Total Talk Time (AGENT): 112503 ms
Total Talk Time (CUSTOMER): 130712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/74d56f9a-55e6-4e80-8964-bcb1280a058b_20250616T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to register online for my husband. Um, he's got a policy through Universal Trucking Benefits Association and it's not recognizing it.
[AGENT][NEUTRAL] OK, um, he'll have to be the one that registers.
[AGENT][NEUTRAL] Um, because it'll require the social security number, the emails he has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I put all that in and it's saying it doesn't find him so that's why I'm trying to figure out what happened to the policy.
[CUSTOMER][NEUTRAL] [PII], come here, you wanna talk to him to confirm?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. Um, I just need to confirm your policy. Do you have your number by chance so I can look it up by your social?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get your policy pulled up real quick. I just need to verify a few pieces of information and then I can speak with your spouse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] right here address [PII].
[AGENT][NEUTRAL] OK, and we don't have an email on file and that's gonna be required to start an account. So what what email would you like?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number for your contact?
[AGENT][NEUTRAL] Your telephone.
[CUSTOMER][NEUTRAL] Uh, oh, for my wife, you mean? Will that work?
[AGENT][NEUTRAL] Whatever, yeah, that'd be fine.
[CUSTOMER][NEUTRAL] My wife's number?
[CUSTOMER][NEUTRAL] What's your number [PII].
[AGENT][NEUTRAL] OK, and then do you give me permission to speak with her about setting up your account?
[CUSTOMER][POSITIVE] Oh yeah. Yes, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, I'll talk with her. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, um, and what was your first and last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we didn't have an email address set up, um, so that's why it wouldn't.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I was like, oh my gosh, what happened?
[AGENT][NEUTRAL] And we just, um, let me get.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so are you at the [PII]?
[CUSTOMER][NEUTRAL] Yes, I am, I am.
[AGENT][NEUTRAL] Um, you'll go to.
[CUSTOMER][NEUTRAL] So it should let me do it now.
[AGENT][NEUTRAL] Yeah, create your OSC account, you'll be the insured.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, yep, that's what I was doing but I was like, oh my [PII], but if you didn't have an email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Make sure this works before I let you go.
[AGENT][NEUTRAL] Um, it is gonna ask for a send a verification code, then create your password. Once you've done that, it's gonna ask send another verification code and ask you to log in again, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's fine um, oh good, OK, it got me in there now, um, do you have the um.
[CUSTOMER][NEUTRAL] Policy up in front of you.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, what I'm calling about is the disability benefit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What is it on the actually handbook here I don't see that on here, but he, he, I think he broke his broke his hand.
[CUSTOMER][NEUTRAL] And since he's a driver, I'm not sure he can drive. Is that a covered benefit under that policy? We're getting ready to go get it checked out now.
[AGENT][NEUTRAL] Um, yeah, so they'll be forms if once you log in you'll see the policy, um, there'll be forms on there to complete, um, so you'll wanna be sure and take those to complete. So it's just based on the attending physician, um, you know what they say he needs to be out of work, so that form would have to be completed. There's 3 forms. One he completes, one his employer completes, and then one the physician completes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, that should work and I'll get it all logged in and get the forms off of there, um, and that's what I needed, so, OK, appreciate your help very much. Alright, thank you, you too, bye.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day. Thanks, bye bye.