AccountId: 011433970860
ContactId: e4c8060a-282f-4628-b2cb-5d6efb5724e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415500 ms
Total Talk Time (AGENT): 202365 ms
Total Talk Time (CUSTOMER): 162679 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e4c8060a-282f-4628-b2cb-5d6efb5724e3_20250121T16:26_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], how are you doing this morning?
[AGENT][POSITIVE] I'm doing well, Mr. [PII]. How are you doing today, sir?
[CUSTOMER][POSITIVE] Good, good, good. Listen, I wanna go ahead and see, can I add uh put add back my dental uh plan if I could just for single coverage just for me.
[AGENT][NEUTRAL] OK, Mr. [PII], um,
[AGENT][NEUTRAL] Let me uh check your, your previous policy. Can you please give me your callback numbers first, sir, just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the area code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number that you previously had?
[CUSTOMER][NEUTRAL] I don't have it available as far as the uh as far as for the dental.
[AGENT][NEUTRAL] OK, can you give me your social security number and that'll pull it in for us.
[CUSTOMER][NEUTRAL] Oh, absolutely [PII].
[AGENT][POSITIVE] OK thank you sir and let me find that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you verify your address, phone number, and email address that we had on the policy for you?
[CUSTOMER][NEUTRAL] Yes, address is [PII].
[CUSTOMER][NEUTRAL] And the email is all lowercase it's going to be [PII].
[AGENT][NEUTRAL] Thank you sir and then uh the number that you gave me to call you back on if we're disconnected, is that your cell phone number sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is mhm.
[AGENT][NEUTRAL] OK, thank you, [PII]. I appreciate you verifying the policy for me. OK, so looking at the policy, it lapsed on [PII], and you only have 30 days to reactivate after the policy has lapsed. So what you'll need to do is you'll need to get with your employer, Universal Trucking Transworth, get with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let them know that you want your dental, you wanna get dental coverage and then they'll send in the correct documentation for us to be able to uh issue a new policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, absolutely, OK, I can do that. I can give them a call here in just a little bit and, uh, talk with them. Sure can, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK. All right.
[CUSTOMER][POSITIVE] All right, listen, I do appreciate you. Um, oh yeah, yes, yes, yes, um, on my health insurance, I was at the doctor's office and um.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] Well, we appreciate you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, to see my primary, and he prescribed me, uh, this called uh Zepbun.
[CUSTOMER][NEUTRAL] Um, it's, it's like a weight loss, uh, supplement or whatever, and, um, so when I got to the pharmacy, the lady said I had to have a pharmacy, um, card from my, from my insurance and I didn't quite understood what she was talking about. So I guess it's some type of card to have I assume from APL so I assume I can just use that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or to get the medication.
[AGENT][NEUTRAL] OK, um, what I can do is I can, um, uh, request that a new card be mailed to you at your home address that you verified for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. I will take care of that for you. Let me do that while we're on the phone together right now.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] I'll get that taken care of for you.
[CUSTOMER][NEGATIVE] Mhm. Yeah, I'm in a bad area. I just hope my phone don't cut off.
[AGENT][NEUTRAL] That way you
[AGENT][NEGATIVE] If it does, I'll know that you didn't hang up on me, that you just had bad connection.
[CUSTOMER][POSITIVE] Absolutely. Alright, good, good, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm requesting that.
[AGENT][NEUTRAL] OK, I've got that new card ordered for you, sir. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right awesome.
[CUSTOMER][POSITIVE] Uh, that'll be it for now, and I do appreciate you taking the time for my call.
[AGENT][NEUTRAL] Hey, Mr. [PII].
[AGENT][NEUTRAL] I got, um, so when I went in to order your new card for you, I noticed that you do have a dental policy that is active, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I just don't have the, I must have misplaced my card then. Oh, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. So, yes, and it is paid to uh [PII]. It's active, effective [PII]. Would you like for me to order you a card from this policy also?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Absolutely, yes, and also can I get another um uh hospital part because this one is kind of like fading out a little bit it it didn't ran its course as well.
[AGENT][NEUTRAL] Yes sir I understand let me go ahead and let me go ahead and get those taken care of while we're on the phone together sir.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Absolutely, and I do thank you so much.
[AGENT][POSITIVE] You're welcome. I thought that'd be some great news. When I saw that, I was like, wait a minute, he has, yes, the policy, the first policy, we did have a um policy that was lapsed, but it looks like you took out another policy, so that's awesome.
[CUSTOMER][POSITIVE] That is wonderful news.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Good deal. Alright, that's a good deal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK
[AGENT][POSITIVE] OK, let me get these ordered for you.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] OK, it looks like we're all taken care of. I've got your cards ordered to be mailed to your home address.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Awesome thank you so much for that.
[AGENT][POSITIVE] You're very welcome, Mr. [PII] is there anything else I can help you with sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that'll be it for today.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you again bye bye.
[AGENT][NEUTRAL] Bye bye.