AccountId: 011433970860
ContactId: 89301f41-9ef9-48bc-b564-88f340f82b55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311649 ms
Total Talk Time (AGENT): 87689 ms
Total Talk Time (CUSTOMER): 117894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/89301f41-9ef9-48bc-b564-88f340f82b55_20250214T19:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm an agent with uh
[CUSTOMER][NEUTRAL] Universal Trucking Benefits, CGHS over in [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you doing?
[CUSTOMER][NEUTRAL] Yeah, real good, thanks for asking, taking my call. One of our clients has to prove that he's got insurance on his daughter for the court, and I need to see if you can help me with that. He, he needs something that proves to the court that she's included on his health policy.
[AGENT][NEUTRAL] OK. So you need something to show that he's on a health policy, but we don't offer health policy.
[CUSTOMER][NEUTRAL] Well, the supplemental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And do you happen to have maybe his social?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Hold on, hold on, hold on, hold it. [PII]. Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK. You jumped right in there. I wasn't even ready for that.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] you're fine.
[CUSTOMER][NEUTRAL] You threw me off saying we don't have that, but the supplemental.
[CUSTOMER][NEUTRAL] Yeah, the supplement that threw me off a little bit when he said that he, he's, anyway, I won't go through all he told me.
[AGENT][NEUTRAL] OK, let's see what we have here.
[AGENT][NEUTRAL] Uh, this is on [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm guessing you're just needing to know about the dental insurance or do you wanna know about all of them?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, he just, the court, the judge was interested to make sure she's on that supplemental health. I don't know what your health indemnity, whatever you want to call it. [PII] for [PII] [PII] is her birthday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So let's see what we have on here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] She is on both his dental and his hospital indemnity. Now, the best way for him to prove that she is on there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would be for him to go to his online service center account and he can pull his policy certificates.
[CUSTOMER][NEUTRAL] And I just gave him that information a while ago. I just sent him the new link. We didn't have that until a couple of months ago and I just, I sent that to him before I even called him back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But drivers don't sit around computers like you and I do all day. Is there any way that that can be printed for and sent to his email for him?
[CUSTOMER][POSITIVE] In case he has trouble with the log on instructions that I just sent him and the passwords and all that good stuff.
[AGENT][NEUTRAL] Let's see what I can find.
[AGENT][NEUTRAL] So I've got his at [PII].
[AGENT][NEUTRAL] [PII]. Is that right?
[CUSTOMER][POSITIVE] That's still, still correct. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if you can copy me on it where I'll know it's done, I can put it in the notes.
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] All right. Mine is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I must have emailed you before.
[AGENT][NEUTRAL] Because you were already in there.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Fantastic.
[AGENT][NEUTRAL] OK, I will pull these and send them over to him.
[CUSTOMER][POSITIVE] OK, [PII], I appreciate it. You have a happy [PII]'s and a nice weekend.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] All right bye bye now.
[AGENT][POSITIVE] Thank you too bye bye.
[CUSTOMER][NEUTRAL] Mm, yes.