AccountId: 011433970860
ContactId: b481643e-33f9-4317-a1a6-076176f72b60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307239 ms
Total Talk Time (AGENT): 128288 ms
Total Talk Time (CUSTOMER): 169827 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b481643e-33f9-4317-a1a6-076176f72b60_20250225T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from here in [PII], and I got a quick question for you. I got uh
[CUSTOMER][POSITIVE] Oh, excuse me, I got, uh, insurance through you guys here through uh uh UTBA or United or uh Universal Trucking Business Association, and they set me up with you guys for I believe health, dental and vision.
[CUSTOMER][NEUTRAL] But I only got just the dental cards and I was wondering if by chance I do actually have a plan for you guys for health and uh vision and I didn't know so I just figured I'd call and see if I do where my cards went because I never got any.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. All right, [PII].
[CUSTOMER][NEUTRAL] I got the dental, but I don't have anything else.
[AGENT][NEUTRAL] OK, [PII], I can help you with your, with your card, sir. Can I please get, uh, your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep, not a problem. [PII].
[AGENT][NEUTRAL] OK. And then what is your dental policy number?
[CUSTOMER][NEUTRAL] Yep, that's 02574692.
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And if I don't have health and den or health and vision, how would I go about doing that on getting that through you guys?
[AGENT][NEUTRAL] OK. Um, yes, sir. I'll be able to answer your questions. Um, first, [PII], can I verify your policy? I need to get your date of birth, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need to get your address and email address.
[CUSTOMER][NEUTRAL] Yep, and that's [PII] the address for the house is [PII], and emails probably got my business which would be my last name [PII].
[AGENT][POSITIVE] Thank you. And then.
[CUSTOMER][NEUTRAL] Either that or it's my personal one, yep.
[AGENT][NEGATIVE] Yes, I've got your [PII] with your [PII] shit shit, oh, I'm gonna say that name wrong, [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] [PII], yep.
[CUSTOMER][NEUTRAL] That's OK. Yup, yep.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then the phone number you gave me to call you back on is that your cell phone number [PII]?
[CUSTOMER][POSITIVE] Yes, yep, yep.
[AGENT][POSITIVE] OK, thank you so much. All right, let me look here and see what you've got with us.
[CUSTOMER][NEUTRAL] Yeah, cell phone business number or whatever you wanna however you wanna put it down.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that you only have your dental and short-term disability with us.
[CUSTOMER][NEUTRAL] OK, alright, that's what I thought, but I was like, I could've, yeah, I could have thought I had the um vision and health insurance, but I guess when I talked to the um.
[AGENT][NEUTRAL] And the short term disability.
[CUSTOMER][NEUTRAL] Representative to set it up. I, I thought he set everything up for all three, but and then life insurance, but maybe he didn't, so I might have to call him and find out what I can do or if not, how, you know, like I said, how would I go about getting vision and uh health insurance for you guys.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, you know, with since I've got already an active plan and what that would entitle.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so your vision will not be through us because we don't offer the vision insurance, um, your, your health insurance I would go back to who it was you spoke to to sign up for the dental and the short term disability and let them know that you wanna get health insurance and can they sign you up for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, um, and the short term disability does the card. That's why you think the card on that one.
[AGENT][NEUTRAL] If if you ever use it, I have, um, you can just file a claim and I can give you our website to get the claim form if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no, I think I actually have that written down, so I got that, uh, because I got a pack because I just got a pack a year not too long ago, um, about that, so yeah, we should be good.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, do you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] All right, no, that's about, that's all I got for you.
[AGENT][POSITIVE] OK, well that was easy. I'm glad I was able to help you.
[CUSTOMER][POSITIVE] Right, yeah, awesome. Alright, well thanks a lot. I appreciate the help and uh if we have any questions we'll give you guys a call back.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] It sounds perfect and you be careful driving on the road. We calling.
[CUSTOMER][POSITIVE] Always, always. All right, thank you so much. Yup, bye-bye.
[AGENT][NEUTRAL] Bye bye sir