AccountId: 011433970860
ContactId: e45de7a2-97b8-4626-b7e5-faea8bce158a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276480 ms
Total Talk Time (AGENT): 104582 ms
Total Talk Time (CUSTOMER): 74341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e45de7a2-97b8-4626-b7e5-faea8bce158a_20250408T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team. I have an insured or on the phone right now, and he is needing a certificate of coverage for tax purposes. Um, can I transfer him over to you? I have his policy number and I have verified him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, certificate of coverage.
[AGENT][NEUTRAL] For tax purposes, uh.
[AGENT][NEUTRAL] OK, uh, what is the policy number?
[CUSTOMER][NEUTRAL] It is 212-2290.
[AGENT][NEUTRAL] All right, let me pull it up really quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Universal tracking.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, I don't know if he would like you to transfer me and then need to provide a phone number.
[AGENT][NEUTRAL] So he can reach out to UTBA. He will have to reach out to them since they are the ones um that handle all the information for those policies.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, yeah, I will, I'll handle it.
[AGENT][NEUTRAL] Um, do you want, do you have the number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I do, yes.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, never mind, so my colleague said that I can, I just need to transfer it over. I'm sorry, I'm new, so.
[CUSTOMER][NEUTRAL] OK, do you mind providing him with the number?
[AGENT][NEUTRAL] Uh, sure, I can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, I'm swapping it now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm, I got it.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Hello, I'm doing great. Um, I was just advised that you are searching for um certificate of coverage for tax purposes. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so, um, unfortunately, we would not be able to provide that information for you. Um, this will be something that you can reach out to the um Universal Trucking, um, department. I can provide that number for you.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I'm to y'all, what you, what the, what, what they have to do with it if I'm getting insurance from you all.
[AGENT][NEUTRAL] Um, yes, but we don't handle that piece of information, um, since the payments go directly to, um, come from them, they don't come directly from you to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, shouldn't y'all send that, shouldn't they send that out every year?
[CUSTOMER][NEUTRAL] But they know people gonna need that for their taxes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, but we don't handle that part of the information that that is something that UTBA handles.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] 18
[AGENT][NEUTRAL] 77.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] 55
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] All right. You have a nice day.