AccountId: 011433970860
ContactId: c22d2edc-bcd5-4514-ae9b-52488514673b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212449 ms
Total Talk Time (AGENT): 98141 ms
Total Talk Time (CUSTOMER): 84436 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c22d2edc-bcd5-4514-ae9b-52488514673b_20250127T15:35_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. Uh, my name is uh [PII].
[CUSTOMER][NEUTRAL] I'm trying to get an ID card. um, I didn't have one sent out to me.
[AGENT][POSITIVE] It would be my pleasure to assist you, Mr. [PII]. What I, do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] No, I don't have nothing. They didn't mail anything out to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I can help you. I can pull up your policy by your social. Is that OK with you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And Mr. [PII], is this for your medical policy?
[CUSTOMER][NEGATIVE] Uh, uh, for all of them I didn't get, um, no card for anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I see, let's see, what is your date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[CUSTOMER][POSITIVE] OK, thank you so
[AGENT][NEUTRAL] And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your email and phone number, please, sir?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your phone number? Mhm.
[CUSTOMER][NEUTRAL] And my telephone my telephone number is [PII].
[AGENT][NEUTRAL] Alright, thank you, sir. Let's see, I'm checking this for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Just checking a couple of things for you.
[CUSTOMER][NEUTRAL] I signed it already.
[CUSTOMER][NEUTRAL] Yeah, no, no, no, no. Look at the front. I think I signed it earlier.
[CUSTOMER][NEUTRAL] Remember I came through here and I signed it.
[CUSTOMER][NEGATIVE] Y'all look scared to tie up.
[AGENT][NEUTRAL] All right. I did find your active medical policy and in uh life policy with the APL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can email you a copy of your medical card.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Yes, do that please for me.
[AGENT][NEUTRAL] Sure, I'm gonna do that right now for you. Now, the life policy does not have a card associated associated with it, but on this email there will be our portal and you can create a login and password.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you can click on your policy number and view all your policy benefits.
[CUSTOMER][NEUTRAL] OK, so the vision and everything is gonna be there?
[AGENT][NEUTRAL] Vision is not with the APL that's gonna be with a different company and I can transfer you to Universal Trucking Benefits department and they can give you that information if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think I have the number. OK, thank you.
[AGENT][POSITIVE] My pleasure. I'm emailing you that card right now and if you have any questions or concerns, please give us a call back, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] And thank you for calling APO. You have a wonderful day.
[CUSTOMER][POSITIVE] Oh, you'll do the same thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII]. Take care.
[CUSTOMER][POSITIVE] That's all thank you.