AccountId: 011433970860
ContactId: 762543e4-87a3-4c27-b166-5b35e2652d1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414149 ms
Total Talk Time (AGENT): 212896 ms
Total Talk Time (CUSTOMER): 137027 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/762543e4-87a3-4c27-b166-5b35e2652d1a_20250514T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have benefits that are supposed to kick in [PII], so I was trying to find out what I need to do or what.
[AGENT][NEUTRAL] OK, so your policy is not to be active until [PII], and you're wanting to see if there's anything you need to do?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, well, yes, sir. I can try and help you with this. I'll check to see if we have a policy as of now, and if not, then we'll go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII], first name is [PII], last name is [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your full social, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me a moment, Mr. [PII] to see if I can locate any information yet for you in our system.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, so I will need to verify several things with you for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII] zip code [PII].
[AGENT][NEUTRAL] Thank you and then the phone number we show for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then the last piece of information to verify is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. So I do see that your insurance is gonna be um effective as of [PII]. We have received your information for your enrollment, Mr. [PII], and there is not anything that you need to do.
[AGENT][NEUTRAL] With us prior to your policies becoming active, I am gonna go ahead and email you a user guide for our portal so that when you have an opportunity you can set up your profile there because that will give you access to the policies that you have with APL and also your ID cards.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's called the online service center.
[CUSTOMER][NEUTRAL] OK, I will be getting those in the mail, right? The ID cards. I'll get them in the mail.
[AGENT][NEUTRAL] Yes sir, you should be receiving your ID cards in the mail. It actually shows that those were all, you should have already received them.
[CUSTOMER][NEUTRAL] Oh yeah, I have the dental cards, yeah.
[AGENT][NEUTRAL] You should have also received a medical card as well. Mhm. And you should have also received a medical.
[CUSTOMER][NEUTRAL] I have the dental
[CUSTOMER][NEUTRAL] Let me see, let me see.
[CUSTOMER][NEUTRAL] Let me see, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Both of these, uh, OK. Wait a minute.
[AGENT][NEGATIVE] It probably would have come in two separate envelopes. They would not have been mailed together.
[CUSTOMER][NEUTRAL] Well, all I have is I have the dental group, voluntary dental, and then on the right.
[CUSTOMER][NEUTRAL] Uh, it's two other cards, but it doesn't say what they're actually for.
[CUSTOMER][NEUTRAL] I don't have any, cause it came like in a booklet.
[AGENT][NEUTRAL] Do they have different policies?
[CUSTOMER][NEUTRAL] Policy numbers, let me see.
[CUSTOMER][NEUTRAL] No, both of these policy numbers are the same, and the cards to the right of them.
[CUSTOMER][NEUTRAL] Uh, don't have a policy number.
[AGENT][NEUTRAL] OK, so I can request more cards mailed, be mailed. They were mailed on [PII].
[AGENT][NEUTRAL] So I have requested additional cards be made. It does take about 10 days to receive that. However, if you go ahead and set up your profile, um, Mr. [PII], in our portal, and again I have emailed you that user guide, but if you set your profile up you will have access to your ID cards in there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you were to, you know,
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Not receiving before your policy goes into us in case.
[AGENT][NEUTRAL] You should receive the ID cards that I have requested.
[CUSTOMER][NEUTRAL] So you sent them to my
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, I got the uh care team, uh, online services here, mhm.
[AGENT][NEUTRAL] Yes sir, that's it, uh huh that is correct. That's the user guide that explains how to go ahead and set up your portal profile.
[AGENT][NEUTRAL] So that you can have access to your information online.
[AGENT][NEUTRAL] But there is nothing else that you need to do with us prior to your coverages going into effect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, how much are my payments gonna be and how am I gonna pay it uh set up, you know.
[AGENT][NEUTRAL] OK, now those, yes sir, now those are questions you enrolled for this coverage through the Universal Trucking Benefits association.
[AGENT][POSITIVE] UTBA and they handle all of that so I'll be happy to give you their phone number if you don't have it I could also connect you with them as well if you would like.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I do have their phone number.
[AGENT][NEUTRAL] OK, but that is who you would speak to regarding any premium questions.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] What do I do? Just follow these steps here?
[AGENT][NEUTRAL] Yes, sir, uh huh, for setting up your profile. Mhm.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK. Well, is there any other questions for me, Mr. [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you again then for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.