AccountId: 011433970860
ContactId: e3a5bb23-cae8-4c57-accd-47f5f56c82a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158279 ms
Total Talk Time (AGENT): 61081 ms
Total Talk Time (CUSTOMER): 68060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e3a5bb23-cae8-4c57-accd-47f5f56c82a1_20250113T19:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am, um, trying to assist our dri we hired a driver. I'm trying to get him, um, on the policy. Um, how, how do I do that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're trying to add him to the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Um, this is for, uh, Transport Incorporated. We're leased on with, uh, tag.
[AGENT][NEUTRAL] Mhm. And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]. And do you have the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Are you calling on behalf of the employer group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the?
[CUSTOMER][NEUTRAL] And I have that I have that number. Sure. It is 009983999.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the name of the group?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, group name Universal Trucking Benefits Association.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling to get uh someone added like a new enrollment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna get you transferred over to UTBA and they will be able to further assist you if it's a new enrollment. Give me one moment.
[CUSTOMER][POSITIVE] Yes it is. OK, thank you.
[AGENT][NEUTRAL] OK, one second and I'll give you their phone number as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the uh contact phone number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, any other questions [PII] I can help out with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Um, one moment, I'll get you connected. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Capital Group CBA.
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life. I have a [PII] on the line that's inquiring about adding someone.
[CUSTOMER][NEUTRAL] I guess that's.
[CUSTOMER][NEUTRAL] on the
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Here she comes. Thank you.