AccountId: 011433970860
ContactId: e412af5d-c4d9-4915-b51d-058065d29fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332640 ms
Total Talk Time (AGENT): 124668 ms
Total Talk Time (CUSTOMER): 90831 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e412af5d-c4d9-4915-b51d-058065d29fe7_20250129T21:48_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] Hey [PII], my name is [PII] and I'm calling because I got the benefits package, but uh, I, I never got my medical card.
[AGENT][POSITIVE] OK, I'm certainly sorry to hear you haven't received your cards. I'll be more than happy to look into it for you. Um, Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and um I can look the policy up with your social if you like.
[AGENT][NEUTRAL] Or you
[CUSTOMER][NEUTRAL] Yeah, I have a policy number also.
[AGENT][NEUTRAL] OK, I was gonna say you had, you said you had the um documents. So yes, that's fine, your policy number, I'm sorry.
[CUSTOMER][NEUTRAL] 14774
[AGENT][NEUTRAL] OK, wait a minute. 42774?
[CUSTOMER][NEUTRAL] 14774
[AGENT][NEUTRAL] 421-774
[CUSTOMER][NEUTRAL] No, no, not, not 4214774.
[AGENT][NEUTRAL] OK, that might be the group number. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It says policy number on the paper.
[AGENT][NEUTRAL] Is this for Universal Trucking Keenan Advantage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, that's your group number and hold on one moment, let me try to locate your policy. [PII], here we go.
[CUSTOMER][NEUTRAL] Can you also see if my son?
[AGENT][NEUTRAL] And this is a dental
[CUSTOMER][NEUTRAL] Yes, it's a dental.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Honey [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And yes, I do see that your son um is on the policy, [PII].
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, and how, oh, for your cards. Let me see about your cards. Hold on one moment.
[AGENT][NEUTRAL] And you said you received your policy certificate, you just haven't received the card yet, right?
[CUSTOMER][POSITIVE] Yeah, I have the packet. It says like it's a benefits packet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Like it, just telling me what, what all the covers and stuff like that, I guess.
[AGENT][NEUTRAL] And would you like me to email you a copy of the card or you would like it mailed to your home address?
[CUSTOMER][NEUTRAL] Yeah, can you, uh, can you send it to a different mailing address than the one that you have on file though, like, cause I have two addresses actually.
[CUSTOMER][NEUTRAL] Is that possible?
[AGENT][NEUTRAL] Um, so the physical address, you want to keep it at [PII] and then your mailing address you want to update?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK. What's your, um,
[CUSTOMER][NEUTRAL] And you can email it, you can email it to me also if you can, if I can have it.
[AGENT][NEUTRAL] OK, and what's your current mailing address for the
[AGENT][NEUTRAL] For me to change it to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Hold on, let me get the uh zip code.
[CUSTOMER][NEUTRAL] Uh zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, that's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I've sent the request for it to be mailed to your home address and I am, or your mailing address, and I am sending the email copy to you now. And did you want me to send it to the email address on file?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, so I'll go ahead and email this to you now. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That's it, thank you so much. I really appreciate you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] I hope you do the same thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.