AccountId: 011433970860
ContactId: 86799926-40b2-4491-bdfa-d08658729870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233199 ms
Total Talk Time (AGENT): 106738 ms
Total Talk Time (CUSTOMER): 76501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/86799926-40b2-4491-bdfa-d08658729870_20250212T20:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You return air?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. Uh, we took out some insurance last month and one we haven't received, um, any of our, um, cards except for dental, and we were told that it would start coming out of our check the beginning of February.
[AGENT][NEUTRAL] OK, alright, Miss [PII], can I please help you with your policy? Can I please get your call back number, ma'am, just in case your call is disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is um your policy number?
[CUSTOMER][NEGATIVE] We haven't received anything. Um, the only thing that we received is dental cards.
[AGENT][NEUTRAL] OK, can you get your dental policy and that'll pull in your others for me?
[CUSTOMER][NEUTRAL] You need the dental policy?
[AGENT][NEUTRAL] Yes, you can give me the dental policy number and it'll pull in the other policy numbers for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02582224.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me for security reasons?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'll also need for you to verify your address, your phone number and the email address that's on the policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] Did they use your email?
[AGENT][NEUTRAL] Yes, we use the account holder's email address.
[CUSTOMER][NEUTRAL] Yeah, probably.
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying those that policy for me. Let me look and see your other ones.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we can get you some answers.
[AGENT][NEUTRAL] OK, you're with Universal Trucking.
[AGENT][NEUTRAL] The policy effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I do see that all the policies were issued. Now it just may be that we just, you just don't have the um package yet that have the other information um for the critical illness hospital indemnity and short term disability.
[AGENT][NEUTRAL] Because they were just issued. You might give it a couple of days and see if they come in the mail, and if they don't, then we can order new packets for all of the policies for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, does it show whenever um the first payment should be taken out?
[AGENT][NEUTRAL] No ma'am, we're, we don't see that information because that uh Universal Trucking West Express sends they take it from your paycheck, not us, and then they send us the premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so West Express. OK, thank you.
[AGENT][POSITIVE] OK. You're so welcome. I hope you guys have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.