AccountId: 011433970860
ContactId: cbbac7c6-d450-4db0-ba48-15c7757ca418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290589 ms
Total Talk Time (AGENT): 117999 ms
Total Talk Time (CUSTOMER): 91848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/cbbac7c6-d450-4db0-ba48-15c7757ca418_20250408T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII].
[CUSTOMER][NEUTRAL] And I was calling to see about adding a spouse onto my insurance.
[AGENT][NEUTRAL] OK sir, I can help you with adding a spouse uh [PII], can you give me your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I can't at the moment. Can I give you a social or anything?
[AGENT][POSITIVE] Yes sir, yes sir. First though, let me get your call back number just in case our call is dropped [PII] so I can call you back.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] If that happens,
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[CUSTOMER][NEUTRAL] 759.
[CUSTOMER][NEUTRAL] 0005.
[AGENT][POSITIVE] Thank you. I appreciate that, sir. And what is uh your social?
[CUSTOMER][NEUTRAL] My social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It'll be just a minute while the computer pulls it up.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right. It's, it's spinning, it's trying. I just wanted to keep you updated.
[CUSTOMER][NEUTRAL] Oh, it's, it's no problem. I'm, I'm driving right now so I have nothing but time, um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Yes I'm working so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] OK. I believe I have you now, [PII]. Um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address will be [PII].
[CUSTOMER][NEUTRAL] Uh, my
[CUSTOMER][NEUTRAL] Email address will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what else would you need the phone number?
[AGENT][NEUTRAL] Yes, sir, the phone number on the policy.
[CUSTOMER][NEUTRAL] Us
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you [PII]. I appreciate you verifying that information for me so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I think you, I think he went out a little bit. What's it.
[AGENT][NEUTRAL] OK, so you'll have to go to your employer, Universal Trucking Evergreen to be able to add your spouse to the policy. Uh, they usually do that during open enrollment.
[AGENT][NEUTRAL] But if you want, I can, uh-huh.
[CUSTOMER][NEUTRAL] So if they
[CUSTOMER][NEUTRAL] What if they had uh the qualifying event?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So my fiance got dropped from her insurance, so I should be able to add her, right?
[AGENT][NEUTRAL] Right, that's a qualifying event um and you're correct. What I can do is I can transfer you on over to UTBA and let you speak with somebody there possibly adding your wife to the policy, uh, and if anything they can give you.
[CUSTOMER][NEUTRAL] Oh, I, I talked to them first and they, they transferred me to you.
[AGENT][NEUTRAL] OK, so it has to be done through your employer, um, we can't do it without something from your employer stating that they that uh she needs to be added.
[CUSTOMER][NEUTRAL] OK, so I'll call him now.
[CUSTOMER][POSITIVE] OK, well I can do that. I just need to be led in the right direction. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. Uh, well, you're very welcome. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK, well, you take care and be careful driving on that road.
[CUSTOMER][POSITIVE] Yes ma'am thank you you too.
[AGENT][POSITIVE] You're welcome. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Mhm.