AccountId: 011433970860
ContactId: e06e5e9b-50b3-442c-bc3c-eeec9e50e56c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219820 ms
Total Talk Time (AGENT): 69623 ms
Total Talk Time (CUSTOMER): 95419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e06e5e9b-50b3-442c-bc3c-eeec9e50e56c_20250509T15:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am, how you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] OK, uh, I'm doing great. Um, my name is [PII]. Uh, I used to have insurance with you, with you all, um, about now, about 6 months ago. Uh, I was driving for this company called Tribe Express out of, uh, [PII], and, uh, I no longer drive for them. So I was trying to see, can I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, start up a new policy or you all can.
[CUSTOMER][NEUTRAL] Can, can, can, can I, can I restart my old policy, or do I have to start, start over with a new, uh, medical and dental, uh, policy?
[AGENT][NEUTRAL] Um, are you driving for another company, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, OK, um,
[AGENT][NEUTRAL] Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're driving for another company and you want to continue um a policy with us or start a policy with us again, you will have to go to universal Trucking like you did the first time. They're the ones that handles the truck drivers. Um, so I can go ahead and give you their number and transfer you over to Universal Trucking so you can get um a quote and see if you can get a policy, OK?
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK. Let me go ahead and get their number and let me transfer you as well, OK?
[AGENT][NEUTRAL] OK. Do you have a place to write it down or do you just need me to transfer you?
[CUSTOMER][NEUTRAL] Uh, just, uh, transfer me. I'm driving at the moment.
[AGENT][NEUTRAL] OK. Yes, I, I heard that. OK, sure. I can go ahead and transfer you. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Um, no, ma'am, uh, that'll be all.
[AGENT][NEUTRAL] Mm, OK. Well, thank you for calling APL. Have a good day. One moment while I transfer you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[CUSTOMER][POSITIVE] Uh, yes ma'am. Uh, how you doing today? Good, thank you.
[CUSTOMER][NEUTRAL] Um, I was trying to see, um, I used to drive for this company called Tribe Express out of [PII], uh, but I no longer drive, drive with them, but, um, the insurance that I had with you all, I no longer have because I no longer drive with with them anymore. OK, let me have your last name.
[CUSTOMER][NEUTRAL] [PII]