AccountId: 011433970860
ContactId: 97834d1f-86ac-4dc0-9e8d-6f19b8b902fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786719 ms
Total Talk Time (AGENT): 437230 ms
Total Talk Time (CUSTOMER): 196869 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/97834d1f-86ac-4dc0-9e8d-6f19b8b902fd_20250509T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Oh, I'm fine, thank you for asking. Um, I, I just have a simple question. I, uh, I'm actually new, uh, and my insurance kicked in on the [PII]. However, I have not received my insurance card yet, so last time I went to the doctor, they had to call this number just to verify my, uh, coverage.
[AGENT][NEUTRAL] OK. So you're calling today to get an ID card, is that correct? Or to check on your ID card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. So you do not know your policy number, is that correct?
[CUSTOMER][NEUTRAL] No, I'm a truck driver and I'm not home, uh.
[AGENT][NEUTRAL] OK. Are you under universal trucking?
[CUSTOMER][NEUTRAL] So all that said, huh.
[CUSTOMER][NEUTRAL] Uh, UTBA.
[AGENT][NEUTRAL] UTBA, yes, sir. What is the name of the trucking company you work for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wilson Logistics.
[AGENT][NEUTRAL] Wilson Logistics. I hope I can find you under there.
[AGENT][POSITIVE] Give me just a moment. I'll get it pulled up and then we'll, I'll get some additional information from you.
[AGENT][NEUTRAL] Wilson, oh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me try that again.
[AGENT][NEUTRAL] Well, I have a Wilson Lines.
[CUSTOMER][NEUTRAL] No, it's Wilson Logistics out of uh.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But it's it's Wilson Logistics is what it's gonna be under.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can I get your name? Let me try searching by your name, please.
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] All right, let me get [PII] again, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's try that again. Let's see.
[AGENT][NEUTRAL] Alright, so we receive all our information from Universal Trucking so if I can't find you what we'll do is we'll go back to um.
[AGENT][NEUTRAL] Universal trucking and see what they have on you.
[AGENT][NEUTRAL] Alright, I'm not finding anything for you and you're saying you're a new member effective [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what kind of coverage was it supposed to be?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, this is, uh, life insurance, medical.
[CUSTOMER][NEUTRAL] Life insurance and the medical, yeah.
[AGENT][NEUTRAL] OK. Now, major medical.
[CUSTOMER][NEUTRAL] And I believe I have that, uh, workman's comp, yeah. Mhm.
[AGENT][NEUTRAL] OK. Uh, the, if it's a major medical, we do not have major medical here. We're strictly uh supplemental.
[AGENT][NEUTRAL] So, but if you know, if you might have one of our supplemental policies, but let me, let me find universal trucking.
[AGENT][NEUTRAL] Their number
[AGENT][NEUTRAL] Because they are who we get all of our information through.
[AGENT][NEUTRAL] For the enrollments.
[AGENT][NEUTRAL] OK, so if you don't mind, what I'm going to do is put you through to Universal Trucking because they have many different providers outside of just UTBA I mean just outside of APL that, you know, they have a lot of different providers that their, their customers go through. So, uh, Mr. [PII], do you mind if I place you through to Universal Trucking for assistance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, are they gonna be able to get me my card or am I gonna have to call you back again?
[AGENT][NEUTRAL] Uh, if they, if they need us, they will, they will, I, uh, at first I'm gonna mention to her about the Wilson logistics and let her know that I could not find that in the system. And she can, you know, she'll let me know. You just may be with a different company other than APL.
[CUSTOMER][NEUTRAL] Or or someone there.
[CUSTOMER][NEUTRAL] No, it's, it's a, it's, it's UT UTBA is what it is.
[AGENT][NEUTRAL] Right, UTA is your broker.
[CUSTOMER][NEUTRAL] But you said they have a lot of underwriters, right, they have a lot of underwriters. OK, I got you.
[AGENT][NEUTRAL] They have a lot of different providers besides the APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you know we could be one of your providers but uh I'm not finding anything on you in our system so let me just talk with them first. OK, do you want their number also?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well you can transfer me then, yeah, oh, OK, that's fine.
[CUSTOMER][NEUTRAL] No, just go on ahead and talk, talk to them first. Do, do, um, let's try that first.
[AGENT][POSITIVE] OK, all right. Well, give me just a second and in case they want to speak with you, Mr. [PII], I want to thank you for calling APL and thank you and uh I hope you have a fantastic day. Give me just a moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Good man, you're gonna, OK, alright, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Capital Group BTVA.
[AGENT][NEUTRAL] Hey, this is [PII] at APL. Um, I have a [PII] on the phone.
[AGENT][NEUTRAL] And he is with Wilson Logistics, but I cannot find a Wilson Logistics in our system.
[AGENT][NEUTRAL] And he is wanting to get an ID card.
[AGENT][NEUTRAL] And I couldn't find him in our system.
[CUSTOMER][NEUTRAL] OK, hold on
[AGENT][NEUTRAL] He said it was effective [PII].
[CUSTOMER][NEUTRAL] What's his first and last name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I found an old, you know, an old policy for [PII], but not a current one.
[AGENT][NEUTRAL] Let me pull that up.
[AGENT][NEUTRAL] And his last name is [PII].
[AGENT][NEUTRAL] Frontier South, is that, let me look at that and see what that is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, he should have been effective the [PII].
[AGENT][NEUTRAL] Under which group?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] What's it called?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Will lease. OK, let me see if I can find them because he said it should be Wilson Logistics.
[AGENT][NEUTRAL] I have found that group.
[AGENT][NEUTRAL] Let's see [PII] Maybe I spelled his name wrong when I was searching, so let's look and see.
[AGENT][NEUTRAL] HR
[AGENT][NEUTRAL] No, yes, I did apparently. How do you spell [PII] wrong? Um,
[AGENT][NEUTRAL] OK. So I've got, thank you. I'm glad I called you because shoot, he, he is sure, I guess he's calling on that HI 1721 cause he went to the doctor.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, let me get back to Ms. Thank you so much. I appreciate it. You, you have a good day. Bye.
[CUSTOMER][POSITIVE] OK, you're welcome you have a good day.
[AGENT][NEUTRAL] OK, Mr. [PII], this is [PII], and with the help of Universal Trucking, I was able to find you. And so I said, how in the world do you spell [PII] wrong, you know, searching for a name.
[CUSTOMER][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] Oh is that what you did?
[AGENT][NEUTRAL] Um, I must have because I could not find you in our system, but Mr. [PII], let me look real quick and see if there is an ID card for you. And what we have the group name under, she gave me the correct group name or how they have it set up there. It is called Will W I L dash lease L E A S E. Does that sound familiar?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so that's how they have you set up in our system under that and give me just a moment. I'm going to search for an ID card.
[CUSTOMER][POSITIVE] Yes it does.
[AGENT][NEUTRAL] And let us do a real quick verification, make sure we have your information correct in our system.
[AGENT][NEUTRAL] So, Mr. [PII], can we verify your date of birth and then your address, please, sir?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And that's [PII] right? for your address, [PII]. Wonderful, wonderful. [PII] Lord have [PII]. OK. I need a, I need another cup of coffee, I think.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, so let's verify your phone number and your email address and we should be good from there.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] All lowercase [PII].
[AGENT][POSITIVE] Excellent. Yay. OK, so everything looks good. And Mr. [PII], I'm going to shoot you a, a copy of your ID card and then I will request for it to be mailed to you as well.
[AGENT][NEUTRAL] Um, it says it was mailed [PII], [PII], huh.
[AGENT][NEUTRAL] To the address we have on file.
[AGENT][NEUTRAL] But I will get one mail, uh, let's deposit certificates your ID card, make sure it's she.
[AGENT][NEUTRAL] And you do have several policies with us.
[AGENT][NEUTRAL] You have a group, uh, critical illness, a term life, a hospital indemnity, and a disability policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] OK, so when I send this to you, I will give you your policy numbers for each of your policies.
[AGENT][NEUTRAL] And that way you'll have that information and your group number.
[CUSTOMER][NEUTRAL] Well, just, um, you, you don't, you don't have to uh send anything to my phone except my, uh, a copy of my card and that's fine.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] You can mail everything else to my residence, yeah.
[AGENT][NEUTRAL] Alright, well, we will get that emailed to you so you'll have a copy of your ID card.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] Do you want the policy number real quick or you wanna wait for the email?
[CUSTOMER][NEUTRAL] No, you can, uh, it's not like I'm, I've already been to the doctor, but uh before I left and, and came out this time for a general checkup, but I had to, uh, you know, like, they had to call and verify my coverage and stuff. It just takes longer, that's all.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] And besides, I mean, you know, I am a paying customer. I do think I deserve a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. It does say it was mailed to you. I don't know if you just didn't um.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Well, I'm gonna tell you this. My wife puts my mail in different places and I ask her sometimes. I asked her to put it all in one place, but sometimes she, you know, because she works too. She just come in and she just sit down and she, she could have done that, but, uh, I, I looked for it and I couldn't find it, so.
[AGENT][NEUTRAL] What you thought it was junk mail?
[AGENT][NEUTRAL] Yes, sir. It happens, trust me. It, it happens. If you don't recognize the name, you think it's junk mail and you out the window, out the door, whatever it goes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and I am see the attached ID card from your house.
[AGENT][NEUTRAL] All right, so I have sent that to your email, sir. Um, that should be coming through in just any moment now.
[AGENT][NEUTRAL] Is there anything else that we can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it right there.
[AGENT][POSITIVE] All right, wonderful. Well, Mr. [PII], you have a fantastic day and again, thank you so much for calling the APL and if we can further assist us, whoa, assist you, please give us a call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I, I will thank you for your assistance.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.