AccountId: 011433970860
ContactId: 80f5f5e1-ad7a-4f2c-a773-a2d83107cb30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551580 ms
Total Talk Time (AGENT): 348627 ms
Total Talk Time (CUSTOMER): 131855 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/80f5f5e1-ad7a-4f2c-a773-a2d83107cb30_20250221T18:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] I'm doing good. My name is [PII].
[AGENT][POSITIVE] Yeah, how can I help you today?
[CUSTOMER][NEUTRAL] My name is [PII]. I was trying to see, uh, how do I go about, um, maybe adding someone as well as getting, um, ID cards as well.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're wanting to find out about possibly adding someone to your policy and also getting ID cards for yourself. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir, I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, I do not know.
[AGENT][NEUTRAL] OK, I can look it up by your social. What is your full social please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, if um I will have to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bear with me just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm so sorry. The next piece of information to verify with me, Mr. [PII] is gonna be your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] That's in [PII] zip code [PII].
[AGENT][NEUTRAL] OK, so I want to verify one thing. So give me your street number again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, so we'll come back to that in just a moment and the phone number that we have for you is the same as the one that you provided for 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 please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. OK, thank you very much for verifying your information.
[AGENT][NEUTRAL] So I can order, well, first off, on your address, the enrollment information from Universal Trucking, who is, where you enrolled with, they had your address as [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I'm going to update that in our system now I'm going to have to also connect you with them regarding adding anyone to your coverage and I will explain to them that you need to get.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Your address corrected in their system as well. Now have you ever set up your profile, Mr. [PII] in our portal here at APL, the online service center?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I, I don't think I've done that. I, I don't think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now what I will do then, I will email you the user guide for how to do that because that's gonna give you access to your ID cards and your policy excuse me, your policy information.
[AGENT][NEUTRAL] And then I can also request ID cards to be mailed, but that takes about 10 days, 10 business days to be received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And in the meantime, you know, you could set up your profile and have access to them there.
[AGENT][NEUTRAL] So give me just one moment to send that to you.
[AGENT][NEUTRAL] OK, so I have just sent that email to you, Mr. [PII] and the email that you're gonna be receiving is gonna come from care team.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I did put a PL in your subject line.
[AGENT][NEUTRAL] And if you would like, I can give you your policy number if you'd like to write that down.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] It is 180.
[AGENT][NEUTRAL] 3454.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And then um the phone number for the Universal Trucking Benefits association.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes sir, that is correct. And again I'll be.
[CUSTOMER][NEUTRAL] OK, so this would be the number I would be calling not to call you guys, so I have to call you guys.
[AGENT][NEUTRAL] Right, for at, we would send you the ID card, so that's again, that's where the portal and I can order the ID cards to be mailed to you. But as far as any questions on enrollment or adding anyone changes, that type of thing, yes, sir, the universal Trucking Benefits association is who you would speak to and then if you have any questions regarding your benefits or claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You would contact web.
[AGENT][NEUTRAL] TPA.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] Let's go one more time with that number.
[AGENT][NEUTRAL] Sure, for web TPA it's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and again that is if you have any questions regarding your benefits or claims questions.
[CUSTOMER][NEUTRAL] OK, and the second number that you gave me [PII] number, and that's for.
[AGENT][NEUTRAL] The first number that I gave you was the [PII]. That is the Universal Trucking Benefits Association. So that is for enrollment questions or adding someone to your policy or anything related to your premium. Anything like that would go to them.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, sure, that'd be fine. That'd be great. That is the enrollment, that's what I'm going to. That's what you're gonna connect me to, OK.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Uh-huh, and I will let you, I will let them know that um that's what you're needing to ask about and also to get your address corrected in the system.
[CUSTOMER][NEUTRAL] OK, so they'll, they're gonna send me the cards or or you guys send it to me?
[AGENT][NEUTRAL] No, sir, we send the cards, but they need to get your address updated as well. I've already updated it in our system, so it should go to your correct address.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright and I appreciate that.
[AGENT][POSITIVE] Well, you're very welcome. And again, is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No ma'am, everything else is fine.
[AGENT][POSITIVE] OK, well, thank you very much then for calling at APL and I hope that you have a very nice and safe weekend.
[CUSTOMER][NEUTRAL] Uh you say.
[AGENT][POSITIVE] Yes sir, thank you so one moment please.
[CUSTOMER][NEUTRAL] Capital Group BTVA.
[AGENT][NEUTRAL] Hey [PII]. It's [PII] again. How are you? Mhm. I'm good. Um, so I have a gentleman, an insured by the name of Taberius or Tavares rather, I'm sorry, [PII].
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] He's with United Petroleum.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] and he was calling um to find out about adding someone to his coverage. Also, he does need to, you all do need to correct his address um because on the information we have for him, it was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But it's actually only [PII]. Mhm. That's [PII] number needs to be removed, but you can verify that with him.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, I got that fixed and you can go ahead and send him over.
[AGENT][POSITIVE] Perfect. Well, thank you so much. Have a great weekend if I don't talk to you again.
[CUSTOMER][POSITIVE] Thank you. You too. Uh-huh. Bye-bye.
[AGENT][POSITIVE] All right, [PII], thank you. Bye bye.