AccountId: 011433970860
ContactId: d8ad6d32-2466-477a-b15f-509d0f523f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406179 ms
Total Talk Time (AGENT): 135716 ms
Total Talk Time (CUSTOMER): 190570 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d8ad6d32-2466-477a-b15f-509d0f523f0b_20250226T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. I need your help here. My name is uh [PII]. Uh, I'm trying to see because I'm confusing for my insurance. I paid the insurance, but I don't know exactly which one is my provider now. The one I have it before, that's your company. I don't know if you guys still my profile. I have to know because I needed to get something if my daughter, she's sick, she have to go to see the doctor.
[AGENT][NEUTRAL] OK. All right. I can check to see if you still have insurance with us. Um, may I get your, can you spell your first name for me?
[CUSTOMER][NEUTRAL] My first name is [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK. And then what is your date of birth and do you have a policy number?
[AGENT][NEUTRAL] That I can look up.
[CUSTOMER][NEUTRAL] Oh, that's I'm trying to see here because uh.
[CUSTOMER][NEUTRAL] This number they have here is almost uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I can because it
[CUSTOMER][NEGATIVE] It was in my pocket. Everything's like a little bit wiped out.
[AGENT][NEUTRAL] Oh, OK, OK, how about um give me your social security number and I'll pull your policy in that way.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Because I'm confusing.
[CUSTOMER][NEGATIVE] Long time I didn't check it. They don't send me any car, new car, nothing.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Um, what is your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also can you verify your address, phone number and email address that we have on the policy for you for security reasons.
[CUSTOMER][NEUTRAL] Uh, my address is [PII]. The zip code is [PII].
[AGENT][NEUTRAL] Alright, and then your phone number and your email address please, sir.
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] OK and then what's your email address?
[CUSTOMER][NEUTRAL] Uh, let me see because I changed my email. Let me give you the first thing. If it's not, I have to check for another one because, uh, my name, you mentioned my name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't know if it's the same, still the same.
[AGENT][NEUTRAL] Yes, that's the one I have.
[CUSTOMER][POSITIVE] OK. Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that your policy is active. Um, would you like your policy number so that uh you have that handy?
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Would you like your policy number?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] Would, would you like your policy number?
[CUSTOMER][NEUTRAL] Your phone is.
[CUSTOMER][POSITIVE] Yeah, I want everything because uh if you can give me the sometimes you go to where they ask you for policy number, the group number, the ID number I can give it to the doctor.
[CUSTOMER][NEGATIVE] Because she's sick home. I'm not home. I'm a truck driver, you know, I'm down the road. My wife called me if I can give it, get all those information and give it to her.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] If you can help me about it, that's fine.
[AGENT][NEUTRAL] Yes, yes, your policy number is 16157.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, hold on, hold on, go easy because my phone is cut off a little bit down. I don't know if it's a signal problem. Is the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a policy, like a, OK.
[CUSTOMER][NEUTRAL] That number P like OK.
[AGENT][NEUTRAL] It's 16161.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 16161
[AGENT][NEUTRAL] 1,615,730.
[CUSTOMER][NEUTRAL] 5730. OK.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 15396.
[CUSTOMER][NEUTRAL] 15396
[AGENT][NEUTRAL] Yes, and that's Universal Trucking Alum Transport.
[CUSTOMER][NEUTRAL] University is the university you're talking?
[AGENT][NEUTRAL] Yes, Altum Transport.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] University
[CUSTOMER][NEUTRAL] Universal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Autom transport.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Now do I need the ID number?
[AGENT][NEUTRAL] That would be your policy number.
[CUSTOMER][NEUTRAL] So that'll be the policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's why, that's why I needed to, if I go to the doctor, I can give it to them. That one universal talking, uh, that's the insurance name.
[AGENT][NEUTRAL] The insurance name is APL.
[CUSTOMER][NEUTRAL] Uh the APL, OK.
[CUSTOMER][NEUTRAL] OK, I wanna take a picture and send that one to my wife if she, she can do it if she needed anything, but you guys have any like a direct number?
[CUSTOMER][NEUTRAL] Can you, yes, it's possible to send me the new car?
[AGENT][NEUTRAL] Yes, let me look and see, uh, real quick.
[CUSTOMER][NEGATIVE] Because I don't have a new car, since I don't know after before COVID, I didn't get it after COVID, I don't get anything.
[AGENT][NEUTRAL] OK, let me look and see. I can.
[AGENT][NEUTRAL] Or a new card for you.
[AGENT][NEUTRAL] And I'm going to do that right now and it's gonna be sent to your address that we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you have a new brand new card and it's not all crumpled up from being in your pocket.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, I've got that ordered for you now.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much. I appreciate for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Mr. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] No problem. Thank you so much. You too.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.