AccountId: 011433970860
ContactId: 7f2894d3-be23-41ef-9aae-952e33742c7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500820 ms
Total Talk Time (AGENT): 176673 ms
Total Talk Time (CUSTOMER): 150189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7f2894d3-be23-41ef-9aae-952e33742c7c_20250318T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. Um, I'm calling. I need to get some information.
[AGENT][NEUTRAL] OK, um, some information on a policy that you have or?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yes, um, I have some dental work coming up on Thursday.
[CUSTOMER][NEUTRAL] And I need to get what what's the percentage that you cover?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it's under my husband named [PII]. The last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] OK, hold on for just a second.
[AGENT][POSITIVE] OK, no problem, take your time.
[CUSTOMER][NEUTRAL] I see your policy number is 17238.
[AGENT][NEUTRAL] Alright, give me just a second. That sounds like a group number. Let me check that out. Hold on.
[CUSTOMER][NEUTRAL] Well, I'm looking at it, um, this was dated back on [PII] and the same policy number 17238.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] You said the last name is spelled [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Miss [PII], just in case we get disconnected, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Were you able to pull out a policy number?
[AGENT][NEUTRAL] No, ma'am, uh, give me just a second. I'm searching by his name.
[AGENT][NEGATIVE] It takes a little longer.
[AGENT][NEUTRAL] How do you spell his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's what I thought just wanted to make sure.
[CUSTOMER][NEUTRAL] Mm, in the middle of this, oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I was able to locate a policy. Uh, can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need to verify a couple more things. Uh, what is [PII]'s address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like your phone number is the phone number on the account, so the last thing I need is Mr. [PII]'s uh email address.
[CUSTOMER][NEUTRAL] I don't know his email address um hold on.
[CUSTOMER][NEUTRAL] [PII], what's your email address?
[CUSTOMER][NEUTRAL] I'm on the phone with you on dental, dental insurance. What's your email address? It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much, Ms. [PII] for verifying that information for me. Um, let me take a look.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I were you, are you sending him the emails or you don't get no emails.
[AGENT][NEUTRAL] Uh, no, ma'am. It's just a verification that we use.
[CUSTOMER][NEUTRAL] Oh, OK then, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, Mr. And. So you just wanna check and see what the percentage of your coverage is for your policy?
[CUSTOMER][NEUTRAL] Yes, I have um.
[CUSTOMER][NEUTRAL] I do have some codes that they gave me, so.
[AGENT][NEUTRAL] OK, perfect. Alright, uh let me get you on the line with our um benefits and claims department for this policy. uh I'm gonna go ahead and give them all of your information so that um they'll they'll already have it pulled up for you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But let me ask you this when I gave you that that policy number, was that good because I don't know if you guys may have changed something and I don't want to call in then.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They can't pull up that policy number. Is the policy number different?
[AGENT][NEUTRAL] Yes, ma'am. There is a different policy number. That number that you gave me, that is the number of the Universal Trucking Group.
[AGENT][NEUTRAL] Um, so his, his policy number is 107.
[CUSTOMER][NEUTRAL] And so, um
[AGENT][NEUTRAL] 5266.
[CUSTOMER][NEUTRAL] So, so, so this is for APAR, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] you know I have so many.
[CUSTOMER][NEUTRAL] Different
[CUSTOMER][NEUTRAL] Papers here.
[CUSTOMER][NEUTRAL] That's probably why.
[CUSTOMER][NEUTRAL] But you can, you can go ahead and give it to me and I'll, I'll get it, get it together once I um hang up on the phone. What's the um APR policy number?
[AGENT][NEUTRAL] It is 107.
[AGENT][NEUTRAL] 5266.
[CUSTOMER][NEUTRAL] So for APL this is for his, his dental and vision.
[AGENT][NEUTRAL] No ma'am, we don't have vision it's just dental.
[CUSTOMER][NEUTRAL] OK, because I know we are paying for dental and vision. I thought it was all covered up on the uh.
[CUSTOMER][NEUTRAL] And they're the same.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, ma'am, we don't offer vision insurance. So you may, uh, he may just need to check with Universal Trucking to see who his, um, vision insurance is under.
[CUSTOMER][NEUTRAL] OK, I'll, I'll call them back and check to see who, who, who is that through. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII], was there anything else I could do for you before I transfer you to the benefits department?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEGATIVE] Mhm, haven't been transferred 3 times.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't know why she's been transferred 3 times.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] This is evening.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I am good. I have a spouse on the line wanting to uh verify, um, their, their dental coverage because she's about to have some procedures coming up and she has uh procedure codes and stuff like that. She wants to check.
[CUSTOMER][NEUTRAL] OK. And what's the policy number?
[AGENT][NEUTRAL] It is 1075266.
[CUSTOMER][NEUTRAL] OK. For [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. You can send her over. I got her pulled up.
[AGENT][POSITIVE] All right. Thank you. Have a good day.
[CUSTOMER][POSITIVE] You too. Thanks.
[CUSTOMER][POSITIVE] Thank you for calling APL.