AccountId: 011433970860
ContactId: 74f85bae-e128-431c-a119-f64063f40b3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233940 ms
Total Talk Time (AGENT): 125097 ms
Total Talk Time (CUSTOMER): 53628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/74f85bae-e128-431c-a119-f64063f40b3e_20250311T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. I'm with um Universal Trucking.
[CUSTOMER][NEUTRAL] And I was trying to get some information on uh vision.
[AGENT][NEUTRAL] Oh, I'm sorry, on vision.
[CUSTOMER][NEUTRAL] I was told
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I tell you what, we do not offer the vision here at APL, but Universal Trucking themselves, they are the ones who are your brokers and they can assist you better with um.
[AGENT][NEUTRAL] With helping you find vision insurance.
[AGENT][NEUTRAL] Would you like me to provide you with their number and then I can transfer you on through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, the number first, please.
[AGENT][NEUTRAL] OK, 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK, and this is who again?
[AGENT][NEUTRAL] This is for universal trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I give them your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't think I spelled that correctly.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], my phone is uh, it's just I, I do apologize, it's my phone, not you. Um.
[CUSTOMER][NEUTRAL] It might be mine. It's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] [PII], thank you so much. OK. And uh [PII], may I have your last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And which trucking company are you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Western Express.
[AGENT][NEUTRAL] Western Express. Thank you. All right. So, Mr. [PII], I'm going to place you through to Universal Trucking now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh, before I do, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, maybe lunch.
[AGENT][POSITIVE] Sounds like a plan.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] It is lunchtime here.
[CUSTOMER][NEGATIVE] Yeah, on the dot. Let's go. I'm hungry.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Me too, always.
[AGENT][POSITIVE] Oh well, Mr. [PII], it's been a pleasure speaking with you, sir. And I am going to place you through to Universal Trucking now.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, dear, for calling APL and you have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] TVA.
[AGENT][NEUTRAL] Hey, this is [PII] at APL. I have a colony transfer through a tanton, a villa.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's, uh, he's with Western Express. He called us asking about vision insurance and so I said, I was gonna send him to you all.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you