AccountId: 011433970860
ContactId: 7d1bce03-d0a6-4453-9d5e-751c2ad760f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308380 ms
Total Talk Time (AGENT): 166074 ms
Total Talk Time (CUSTOMER): 77463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/7d1bce03-d0a6-4453-9d5e-751c2ad760f6_20250311T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing man?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][NEUTRAL] I'm good. Uh, my name is [PII]. I was calling to see, can I get my, um, medical insurance card emailed to me.
[AGENT][NEUTRAL] OK, Mr. [PII], you're needing an ID card for your medical coverage, is that correct?
[CUSTOMER][NEUTRAL] Uh, can you repeat that? Your phone had broke up. Well, mine probably broke up.
[AGENT][NEUTRAL] OK. You said that you were needing an ID card for your medical plan, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your callback number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what?
[CUSTOMER][NEUTRAL] And do y'all, do y'all, y'all, do y'all send, do you have my dental too?
[AGENT][NEUTRAL] I'm not sure. I won't know that until I can locate your policy information. So what is your full social, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] OK, Mr. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] AE
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So you do have your dental and your limited benefit plan medical plan with APL. Now you do have access to your ID cards, Mr. [PII], in your portal, and I can see that you did set up your profile in the APL online service center.
[CUSTOMER][NEUTRAL] Uh, I, I don't remember, I don't remember doing that, but, uh, how do I, do I just download the app?
[AGENT][NEUTRAL] It's actually not an app, but I can give you the website that you would go to and then I can also provide you with your username that you created. If you don't remember your password, you would just have to set a new password because we don't have access to that.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][NEUTRAL] Alright, the website
[AGENT][NEUTRAL] What you go to is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, you so, so you said [PII] [PII]?
[AGENT][NEUTRAL] Yes sir, and make sure that on [PII], it does have a D on it, S [PII]. The username that you created is all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And your ID cards for both of these policies are located in there, but if you need any other help with that, you know, just call us back and we'll be happy to help you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, and I got one more question. Uh, I recently, I recently just resigned from this job. Can you tell me how long will my policy still be active?
[AGENT][NEUTRAL] Now, you would have to speak to the Universal Trucking Benefits Association.
[AGENT][NEUTRAL] Regarding that, because that's where the agents are located that you enrolled with and then they provide, you know, us the information. So I can give you their phone number if you don't have that and I can also connect you with them if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, I just got off the phone with them and they and they gave me your number so I, I can call them back. Thank you, man.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, you're welcome. So can I help you with anything else today?
[CUSTOMER][POSITIVE] No, man, thank you you have a good one.
[AGENT][POSITIVE] I hope you have a nice day too, Mr. [PII], and stay safe and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.