AccountId: 011433970860
ContactId: 9294dfc6-1fb7-4627-a652-9f1bfedbdf4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269079 ms
Total Talk Time (AGENT): 89216 ms
Total Talk Time (CUSTOMER): 74373 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/9294dfc6-1fb7-4627-a652-9f1bfedbdf4f_20250509T19:16_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][POSITIVE] Hey how you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm alright. I just got a question. Let's see if you can you, uh, tell me about something on my, uh, uh, coverage.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, uh, the policy number is.
[CUSTOMER][NEUTRAL] 0260.
[CUSTOMER][NEUTRAL] 5917.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], number is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Uh, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] date of, I mean, oh sorry, address is [PII].
[CUSTOMER][NEUTRAL] What is you asking for?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, Mr. [PII]. And how may I assist you?
[CUSTOMER][NEUTRAL] I'm trying to find out does my plan on I think I, I requested it but um.
[CUSTOMER][NEUTRAL] Uh, I'm not sure if it was on that, but some, um, vision.
[AGENT][NEUTRAL] Oh, the vision is not gonna be through us, um, Mr. [PII]. If you do have vision, uh, I think universal trucking works with, um, Specterra.
[AGENT][NEUTRAL] And um and yes.
[CUSTOMER][NEUTRAL] Universal tracking.
[AGENT][NEUTRAL] You got this through universal Universal trucking, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, um, so they work with Expectera. They don't have like policy numbers for what I know. Um, you use your personal information like your social, and that's how they find you in their system if you need to use your vision.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me that number? Alright, do you have that number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't have the number to Spectera. I have the number to Universal Trucking. They can probably give you a number to Spectera.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][NEUTRAL] OK. Uh, the number to Universal trucking is 1877.
[AGENT][NEUTRAL] 472-554-1. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] For where?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me go ahead and transfer you over. Is there anything else I may help you with today before I transfer you, Mrs. [PII]?
[CUSTOMER][NEUTRAL] That'd be
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good afternoon. Happy weekend. One moment while I transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital group ETA.
[CUSTOMER][POSITIVE] Hey how you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm fine. I'm trying to reach a Tara.
[CUSTOMER][NEUTRAL] If not.
[CUSTOMER][NEUTRAL] What's your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on one moment let me transfer you over to your agent.
[CUSTOMER][NEUTRAL] Bye bye. The