AccountId: 011433970860
ContactId: 862bb184-5bed-429a-9cc4-b8dd73ec4f94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251570 ms
Total Talk Time (AGENT): 102472 ms
Total Talk Time (CUSTOMER): 107651 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/862bb184-5bed-429a-9cc4-b8dd73ec4f94_20250113T17:17_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Uh, good mor good afternoon and happy [PII].
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][POSITIVE] Thank you. Uh, yes, I'm trying to see on my dental and vision.
[CUSTOMER][NEUTRAL] What could I add my uh.
[CUSTOMER][NEUTRAL] My son to my uh
[CUSTOMER][NEUTRAL] Excuse my account.
[AGENT][NEUTRAL] OK, yeah, I can help take a look at that for you. Um, do you mind if I get your policy number today, sir?
[CUSTOMER][NEUTRAL] Uh, I don't know it that hard.
[AGENT][POSITIVE] No worries, I can search it with your social if you like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, may I have your first and last name, please, and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you so much, and give me just a second here.
[CUSTOMER][POSITIVE] my goodness.
[AGENT][NEUTRAL] And I'm just gonna verify a couple other bits of information with you real quick if you don't mind if you could verify for me your um.
[AGENT][NEUTRAL] Mailing address and phone number?
[CUSTOMER][NEUTRAL] Uh, [PII]. I said [PII]. I'm sorry.
[AGENT][POSITIVE] No, that's OK thank you so much.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And phone number I don't know if I changed it or not on there.
[CUSTOMER][NEUTRAL] Well, I know I haven't changed it because it's uh [PII].
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] I had, I hadn't used it in like 2 years.
[AGENT][NEUTRAL] It does look like I have a different one on file. Do you want me to update it for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I, and I'm so sorry, can I get that updated number just one more time please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it, it would be uh 770.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9900.
[CUSTOMER][NEUTRAL] 2380
[AGENT][NEUTRAL] Perfect and I uh I'll update that for you and then if you could just verify your email address will be the last that I need.
[CUSTOMER][POSITIVE] I appreciate.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you. And so it looks like.
[AGENT][NEUTRAL] I do see your policy with us. um, it does look like to update the policy as far as enrollment um um you're gonna have to talk to somebody with the Universal Trucking Benefit association, and I do have their contact number I can give you if you'd like.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK, uh.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah and they should be able to help you with policy enrollments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I know I still been making taking out my, uh, settlement every week so.
[AGENT][NEUTRAL] Yeah, they're they're the ones that I guess are organizing your benefits and so if you speak to them they should be able to help you get somebody added on to your policy, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for giving us a call, Mr. [PII], and it was a pleasure talking to you today.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][POSITIVE] My pleasure. You take care, friend.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye.