AccountId: 011433970860
ContactId: 793de84c-1c14-4def-98e0-1a8e86c4b9e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244809 ms
Total Talk Time (AGENT): 106237 ms
Total Talk Time (CUSTOMER): 65092 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/793de84c-1c14-4def-98e0-1a8e86c4b9e0_20250128T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, I was trying to see about um.
[CUSTOMER][NEUTRAL] How I add my family on my dental plan?
[AGENT][NEUTRAL] OK, I can help you with that. Um, adding your family to your dental, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] So to Loan.
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK, and what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, I don't know what my policy number is.
[AGENT][NEUTRAL] OK, can you give me your social security number and that'll pull your policy in for.
[CUSTOMER][NEUTRAL] Social Security number is [PII].
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] O L O
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you up and get your policy up real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Neleton Lane.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy for me [PII]. Let me look and see what's going on here.
[AGENT][NEUTRAL] At your policy.
[AGENT][NEUTRAL] OK, I'm showing that you're still on um.
[AGENT][NEUTRAL] Group with UTBA Universal Trucking mobile line.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in order to add your family to your policy, you'll have to do it through your HR department with them.
[AGENT][NEUTRAL] Then they'll send in the information to us and we'll be able to um update your policy to include them.
[CUSTOMER][NEUTRAL] For my HR
[AGENT][NEUTRAL] Yeah, your human resources department.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Usually, usually that's where you, is that where you went to get your benefits to begin with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was called online or like on the over the phone.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, yeah, I don't know who called me, like I thought it was like uh.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Insurance personnel, but OK.
[AGENT][NEUTRAL] Mhm, yes, you'll have to do it um through your employer.
[CUSTOMER][NEUTRAL] Yeah, I'll check it down somewhere.
[CUSTOMER][NEUTRAL] A company.
[AGENT][NEUTRAL] Yes sir, yes sir, and then they'll send us something letting us know that you wanna change it to family coverage and we'll take care of it once we receive the information from you TBA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome [PII]. You have a great afternoon and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks man you too.