AccountId: 011433970860
ContactId: 94ccfb94-d5ff-4e00-a557-927c7fb240d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587479 ms
Total Talk Time (AGENT): 274013 ms
Total Talk Time (CUSTOMER): 189450 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/94ccfb94-d5ff-4e00-a557-927c7fb240d1_20250326T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I work for Dart Advantage Warehouse and I've I've got an appointment. I haven't received my cards yet.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with your cards. I'm sorry you haven't received them yet. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My first name starts in [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And I work for Guard Advantage Warehouse.
[AGENT][NEUTRAL] OK, and may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Now hold on one moment. I'm gonna try to search the group and see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And just to make sure I um I spelled it correctly, correctly, your last name [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, good. I just want to make sure. Hold on one moment.
[AGENT][NEUTRAL] It's just circling here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you, and are you the policyholder?
[CUSTOMER][NEUTRAL] Yeah, and I work for Guard Advantage Warehouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's a few things here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so when I look with your name, I didn't see a policy. So then when I look under all the employers, I just put DART, and we don't even have a group that starts with that. Are you sure your group uses American Public Life?
[CUSTOMER][NEUTRAL] Oh dear God, um, that's the number I call when I called, this is the number they gave me.
[AGENT][NEUTRAL] Was it an [PII] or [PII]?
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's our number.
[CUSTOMER][NEUTRAL] It's uh it's the insurance, I thought it was, it was UTBA.
[AGENT][NEUTRAL] OK, Universal Trucking. OK, that's, oh wait, now that's different. UTBA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's under Universal Trucking. Let me try that.
[CUSTOMER][NEUTRAL] Yes, but they said the insurance would be for the dental and the eye stuff is under American Public Life for some reason.
[AGENT][NEUTRAL] Right, right, right, OK, so you know how you said Dat advantage, universal trucking is like.
[AGENT][NEUTRAL] I I guess you could say like the middle man between us. So let me look for that, but there's so many. Um, do you mind giving your social?
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, no, that's OK. It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment because we have.
[AGENT][NEUTRAL] Literally like maybe 30 universal because there's so many with the different trucking services.
[AGENT][NEUTRAL] Hold on one moment, let's try this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What happens?
[AGENT][NEUTRAL] Mm, nothing's coming up with the social. So let's do this. I would say 2.
[CUSTOMER][NEUTRAL] Oh, thank you guys. I, I mean, I pay their bills, so I know there's several of us on here.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Right, right. It's just a matter of, OK, so all the policies come from the employer, so I don't know if they, there's several things we can look into. Um, let's do this. Let me see if I have a contact. Hold on one moment, because I can try to reach out to them for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So you don't have to keep getting the run around.
[CUSTOMER][NEUTRAL] The contact I have is uh [PII] whatever that means.
[AGENT][NEUTRAL] That may be your agent for the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'll do this. Let me give you this number for Universal trucking, but I'm gonna call them. I just want you to have it. Um, this is the number for if you need to like change your policy coverage, enrollments, so I'm gonna call them so that we can try to locate you and then we can go from there.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Um, but just so you have it, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, I have that one. That's uh [PII], that's the [PII] [PII], whatever her name is.
[AGENT][NEUTRAL] That's it. OK, so.
[AGENT][POSITIVE] Oh, [PII], OK, I see her name down here too. Let me um reach out to them and then I'm gonna connect us all together and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling UTBA.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from American Public Life. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I have an insured on the other line. She was calling um because she hadn't received like her ID cards and everything, but I'm not able to find her in our system. Can you see if
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was it [PII]?
[AGENT][NEUTRAL] Yeah, how did you know?
[CUSTOMER][POSITIVE] Mhm, because she called here first and she's effective, she's been effective since like January or February.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What's her, OK, how is it, because I looked with her first name, last name, social, and nothing's here. So how maybe it's spelled, I don't know.
[CUSTOMER][NEUTRAL] I mean, hold on.
[CUSTOMER][NEUTRAL] We'll have to probably resend another app to [PII].
[AGENT][NEUTRAL] You said to [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You've been trying to get her active.
[CUSTOMER][NEUTRAL] No, no, no, no, we will probably have to send another, uh, resend an application to get her back to get her active.
[AGENT][NEUTRAL] Oh, I thought you said app. I thought you said a, and I'm like, you want me to add it? OK, alright, so.
[CUSTOMER][NEUTRAL] We upload mm.
[CUSTOMER][NEUTRAL] No I mean I don't think you can add her. I think y'all have to have the application to add.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We do. Um, I just didn't know if you were in contact with her or anything. OK, so how would you like me to handle Ms. [PII]?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hold on one second, I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Hm, uh [PII], I mean it's start advantage supposed to be an effective N and the last name [PII]
[CUSTOMER][NEUTRAL] She was effective [PII] individual coverage.
[AGENT][NEUTRAL] KAR. Let me try it one more time. AS.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] I wonder if there's, OK, and she's the policyholder, right? [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See, we only have two people even with her last name. Uh, yeah, we're gonna have to.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Fix this. um.
[CUSTOMER][NEUTRAL] I'll get, um, [PII] is out to lunch. I can get her to resend the application if you do you wanna tell her that we'll y'all mail the policies out or do you want me to just tell her?
[AGENT][NEUTRAL] No, no, I don't have to get it to you. Um.
[AGENT][NEUTRAL] Maybe I should. Yes, let me go ahead and transfer her to you, um, just so there is no, no issues, um, and then I'll go ahead and note the policy and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And we'll get that sent over and get [PII] to get that sent out right away.
[AGENT][NEUTRAL] Yeah, because she says she has an appointment and I can, um, either [PII] can send the card or I can get the card. No, no, no. I believe she said tomorrow.
[CUSTOMER][NEUTRAL] She has an appointment. Did she say today or when?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We can know we're gonna give her a call back.
[AGENT][NEUTRAL] All right. And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh, hi [PII]. OK.
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] I'm good. Um, so I'm gonna go ahead and transfer her over to you and then I'll note the policy so they'll know what to do. All right, thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] OK, sounds good. OK, mhm.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Alright, thanks for holding. I have [PII] on the line and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thanks so much for your help.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Hi [PII], we're gonna get that we're gonna.