AccountId: 011433970860
ContactId: d301ca90-fa3a-49c3-a076-22c3b398a710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376179 ms
Total Talk Time (AGENT): 132424 ms
Total Talk Time (CUSTOMER): 109948 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d301ca90-fa3a-49c3-a076-22c3b398a710_20250610T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, I was calling um I wanted to know, did y'all offer any type of dental, um, benefits?
[AGENT][NEUTRAL] Yes, we have dental policies.
[CUSTOMER][NEUTRAL] OK, I was wondering what how much would it be to add a dental.
[CUSTOMER][NEUTRAL] Um, to, um,
[CUSTOMER][NEUTRAL] We have now, um, can I give you um his member number?
[AGENT][NEUTRAL] Yes, um, and then also may I have your name and a good contact number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, the contact is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, that'll be 02279844.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Maybe you really want a little better on that shit, yeah, like I'm sitting there doing that stuff.
[CUSTOMER][POSITIVE] Yeah, but it's good.
[CUSTOMER][POSITIVE] Can't believe it yourself, huh? Yeah, much better.
[CUSTOMER][NEUTRAL] If we have a little, a little signs to my madness.
[AGENT][NEUTRAL] OK, so there's two things. Um,
[AGENT][NEUTRAL] So, since all of our policies are through the employer, any changes that are made have to go through the employer and then they'll notify us in writing and we'll create the um policy.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So, I can give you the um did you want me to I can give it to you and transfer you as well um to Universal Trucking and they can help you with adding the policy. They'll send everything over to us um in writing and then we'll generate the policy for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Once you decide which what type you want.
[CUSTOMER][NEUTRAL] OK, OK, I mean, tell me before I even get to them, what do they have to, what do, what are y'all offering or I have to talk to them.
[AGENT][NEUTRAL] Well, that's the thing.
[AGENT][NEUTRAL] Yes, because each, you know how they, um, you know how they give you the different plans, each of our employers have different plan types, so I'm, I'm not sure.
[CUSTOMER][NEUTRAL] OK, let's see what they offer.
[CUSTOMER][NEUTRAL] OK, OK, OK, well, yeah, um, you have a number or you're gonna connect me? Give me the number and you can connect me. Yes.
[AGENT][POSITIVE] Yes, ma'am. Uh, I could, I could do both. OK.
[AGENT][NEUTRAL] So it's 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK, and that's universal?
[AGENT][NEUTRAL] Trucking
[CUSTOMER][NEUTRAL] Fucking, OK, yeah, I had, I had that card, yeah. I had seen the card somewhere, baby, you seen it? I gave it to you. OK, anyway, yes, can you connect me? What's your name?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII], so much. You could connect me now.
[AGENT][POSITIVE] You're very welcome. Alright, well, thank you so much for calling APL. Before I transfer, was there anything else I can help you out with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day. Hold on one moment.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Say what now you TBA? How you hang up? What you do?
[AGENT][NEUTRAL] Wait, I have to go back now.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yo!
[AGENT][NEUTRAL] Let me try again. Maybe, maybe I dialed the wrong number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] No, it's gonna work. I'm about to put the wrong number.
[CUSTOMER][NEUTRAL] Yeah?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you doing?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured and his wife on the other line. They're trying to see if uh dental, if they're able to enroll in a dental policy as well.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK. You can go ahead and send him over.
[AGENT][NEUTRAL] Did you need anything? OK, hold on one moment and what's your name just so I can introduce y'all.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for holding. What's your first and last name?