AccountId: 011433970860
ContactId: 98cec510-038b-4c0d-82db-e99271e19bc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296850 ms
Total Talk Time (AGENT): 184544 ms
Total Talk Time (CUSTOMER): 56246 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/98cec510-038b-4c0d-82db-e99271e19bc4_20250211T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about, um, I have insurance with you guys and I haven't received my card in the mail yet.
[AGENT][NEUTRAL] OK, I can help you with that. Who is your employer?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] [PII]. Is that through Universal Trucking?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. Give me just one moment, let me see if I get them pulled up in our system.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII] [PII]
[AGENT][NEUTRAL] OK, we have kind of a back next you say [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am, ma'am.
[AGENT][NEUTRAL] All right, thank you. OK. So, [PII], let's do a real quick um verification. Let's start by verifying your date of birth and then your address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Thank you. OK, and let's see. [PII], you are calling from the same number we have on file, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, let's see what we have here for you.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so let me see if there's one of your products, OK, you have the, the group critical illness and the hospital indemnity. Now the critical illness does not have a uh
[AGENT][NEUTRAL] Have an ID card, OK? You just give them your you give a provider your policy number and they call APL and verify your benefits.
[AGENT][NEUTRAL] So let me check on this hospital indemnity real quick. OK, I do see an ID card for that and let me see when that was mailed out to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] It wasn't mailed out to me because I, I don't have it. If I had it, I won't be calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes, no, I'm just, I am saying that that it was that it's saying that it was mailed [PII], but [PII], we can get that resent to you, um.
[AGENT][NEUTRAL] And you can also go online and set up an account and.
[AGENT][NEUTRAL] You can print ID cards from there as well, but we will get one mailed out to you.
[CUSTOMER][NEGATIVE] I called about a week or two ago and it was supposed to get mailed out and I still haven't got it.
[AGENT][NEUTRAL] Oh my goodness, let me look at notes here.
[AGENT][NEUTRAL] Yeah, I do see we're, uh, 127.
[AGENT][NEUTRAL] Yes, that information was supposed to, well, it just says that a new duplicate policy was ordered. All right, [PII], we will get that ordered for you and make sure you get that, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, and again, of course, you're starting.
[CUSTOMER][NEUTRAL] When, when you think when you think I should get it?
[AGENT][NEUTRAL] It could take roughly 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. And again, you can go to our website, [PII], at uh the letter [PII]. So it's [PII] and you can set up an account for yourself there and you can view your policy information, uh, and print ID cards.
[CUSTOMER][NEUTRAL] Yeah, I don't have
[CUSTOMER][NEUTRAL] Yes, ma'am. I work too many hours. I don't really have time. I just need the parts and.
[AGENT][NEUTRAL] OK, dear, we will get that mailed out to you. And again, that could take roughly 5 to 7 business days.
[AGENT][NEUTRAL] So is there anything else we can help you with today?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Well, thank you, [PII], for calling APL and you be safe on the road and have a fantastic day, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.