AccountId: 011433970860
ContactId: effee143-c136-4d72-b6aa-d7e64a540e4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580989 ms
Total Talk Time (AGENT): 344020 ms
Total Talk Time (CUSTOMER): 162752 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/effee143-c136-4d72-b6aa-d7e64a540e4d_20250218T19:55_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, how you doing, ma'am?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm alright. um.
[AGENT][POSITIVE] Good, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I'm with Lumber Transport and I forgot the insurance agent who I was talking with. I was trying to see if I can reach him.
[AGENT][NEUTRAL] OK, so do you, so you're trying to reach an agent, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that work with y'all, is this in [PII] so uh [PII]?
[AGENT][NEUTRAL] No, sir, now I'm with American Public Life. Uh, first off, I can try and help you with this as far as getting you connected. Uh, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. Mr. [PII], do you have a policy? Well, first off, go ahead and give me your callback number.
[CUSTOMER][NEUTRAL] Oh it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy with APL, Mr. [PII], or you're trying to enroll for coverage?
[CUSTOMER][NEUTRAL] Oh, well, I'm with y'all now.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so what is your policy number, Mr. [PII], with APL?
[CUSTOMER][NEUTRAL] Uh, it's 02589580.
[AGENT][NEUTRAL] OK, thank you, give me one moment to get your information pulled up.
[AGENT][NEUTRAL] And then I'll have to verify several things with you first for security purposes. So first off, if you could please verify, Mr. [PII], your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] Uh, it's [PII] well, my mailing address, I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, so your mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] Thank you and lastly I do need to add an email address on file for you, Mr. [PII], so what is your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII], because I know sometimes my [PII] sound like a.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, so yes sir Mr. [PII], you do have coverage with APL um now I do have one question for you. Have you ever set up your profile in our portal so that you can have access to your information online?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Like your ID cards, OK, I have a user guide that I'm going to email you that has instructions for setting that up and then also um how to use it, the portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you have an opportunity you can do that and that way that again will give you access to your ID cards, policy and policy information online, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, now the email that I will send to you, you'll have in just a few minutes and it's going to come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I will put APL in the subject line of your email, Mr. [PII], so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK. Now, you were try, are you trying to reach an agent at the Universal Trucking Benefits Association UTBA?
[CUSTOMER][NEUTRAL] Is that that one in [PII]?
[CUSTOMER][NEUTRAL] It's the oh I forgot them.
[AGENT][NEUTRAL] Honestly, I'm not.
[AGENT][NEUTRAL] I'm not sure where they're located. I can give you.
[CUSTOMER][NEUTRAL] I think it's a whole sentence.
[AGENT][NEUTRAL] But I can give you UTBA's phone number.
[AGENT][NEUTRAL] And then I can also connect you with one of the agents, but you'll have a number just in case we were to get disconnected, you could call them directly.
[CUSTOMER][NEUTRAL] OK, let me go.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, let me find me an ink pen real quick.
[AGENT][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know my daughter ain't took all my pencils. I go slit my eyes.
[AGENT][NEGATIVE] They will. They'll run off with them.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hey, yeah. 00, OK, let me see. I got one. Let me run out there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so UTBA's phone number is going to be [PII].
[AGENT][NEGATIVE] Oh, it just went out of my head. Hold on one second, Mr. [PII]. I had a brain cramp there. It's 1877472.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] What, what was that again?
[AGENT][NEUTRAL] Alright, let me start from the beginning. one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] 472
[CUSTOMER][NEUTRAL] OK, and if I want to because, uh, what my, I wanna ask you a quick question. If I, I was trying to get my wife name to show on the insurance card too, who would I talk to about that?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So there is, the ID cards will only have your name on there, Mr. [PII], because you are the policy holder. And then if you will notice your coverage should show as family. So when she goes to the dentist, she would just present that ID card and they will call to verify who she is and that she's covered.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But there's no way to have her name on the ID card, only yours.
[CUSTOMER][NEUTRAL] OK, and y'all only do dental and vision?
[AGENT][NEUTRAL] We do not do vision no sir that would be with a different company that is not one of our products um here at APL.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So you have a limited benefit plan, an accident policy, and a dental policy with my company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And again you would be able you'll be able to see exactly what coverages you have with APL once you set up that profile you'll be able to see each of those policies in there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK dokey.
[AGENT][NEUTRAL] OK. So did you, was that the reason that you were needing to speak to an agent to see if you could get her, your wife's name on the ID card or did you have another reason, I mean, that I would still need to connect you with them?
[CUSTOMER][NEUTRAL] Oh really.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause I thought I ain't know uh because I applied for health, dental, vision.
[CUSTOMER][NEUTRAL] And I when I saw just say dental on here I'm like, oh man, they put the rest of it on there.
[AGENT][NEUTRAL] Yes, sir. It would be, um, the only ID card you would have would be for your limited medical and your dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the limited medical, you probably, you don't have that yet because that policy actually doesn't go into effect. It looks like until [PII].
[AGENT][NEUTRAL] According to what I can see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK, so because I think he had a problem with adding her, so it's not too late for him to add her on that's the one with health.
[AGENT][NEUTRAL] No, I don't know that. Yes, I don't know that. You would have to, you would just have to speak with one of the agents there regarding any enrollment questions cause I can currently see that it looks like you are the only person that that policy has got coverage for.
[CUSTOMER][NEUTRAL] OK, yeah, then I need to recall him.
[AGENT][NEUTRAL] Yes, sir. So would you like for me to transfer you?
[CUSTOMER][NEUTRAL] Oh, they do.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. So is there anything else that Mr. [PII] I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that'll be all.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a really nice and safe evening.
[CUSTOMER][POSITIVE] OK, thank you. You too, man.
[AGENT][POSITIVE] You're welcome and thank you as well. So one moment, please.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Capital Group PTA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you so I have an insured on the line who's needing to find out about.
[AGENT][NEUTRAL] One thing is gonna be seeing if he can have his spouse to his coverage on his limited benefit plan.
[AGENT][NEUTRAL] But his name is [PII] and he's with Lumber Transport.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, and he's trying to find out what?
[AGENT][NEUTRAL] About possibly adding his spouse to one of his policies and then um I'm not sure if he has any other questions. He may have a question on vision.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, well, thank you, [PII]. So have a nice evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks. OK. Bye-bye.