AccountId: 011433970860
ContactId: fae5f05e-2df4-41d6-b697-f4850477dc7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411450 ms
Total Talk Time (AGENT): 228483 ms
Total Talk Time (CUSTOMER): 101893 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fae5f05e-2df4-41d6-b697-f4850477dc7b_20250508T17:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I am a driver with uh Ander hello?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir I can hear you.
[CUSTOMER][NEUTRAL] Yes, can you? OK. I'm a driver with Anderson, uh, Trucking Services, and, uh, I was calling to get ID cards. I got dental ID cards, but I.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Didn't get the medical ID cards.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing ID cards for the medical portion of your policies. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes sir I can help you with that and Mr. [PII], what's a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what um is your full social so that I can look up your information, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Give me just a couple of moments please to locate your information.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify several things with you first for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly the, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] I believe I did.
[AGENT][NEUTRAL] OK, I can check that because if you have already if you haven't done that, I have a user guide that I'll be happy to email to you. If you have already done that, you do have access to your policy information and your ID cards in that portal for all of the policies that you have. OK, so it doesn't.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well, maybe I didn't then because, yeah, yeah.
[AGENT][NEUTRAL] Yes sir, you haven't yet. So what I'm gonna do is I'm gonna email you that user guide. Give me just a second to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so the email that you're gonna receive from me, Mr. [PII] will come from [PII].
[AGENT][NEUTRAL] I did put APL online service center portal user guide in your subject line for you so that that's easy to recognize it's not being junk mail.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I think it will go to your I don't think it will go to your spam or junk folder, but if you haven't seen it in your inbox in just a minute or so, you may already have it. You might wanna check one of those other folders. Now I can give you your policy number, but again you will see this in your portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can print the ID cards because we did mail cards to you back in November, the end of November.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I got, uh, the dental port. I got the dental cars, but I didn't get the metal ports.
[AGENT][NEUTRAL] For this policy as well.
[AGENT][NEUTRAL] Yeah. Well, with that time of year, you know, there's no telling what could possibly have happened with the holiday rush, but it was, they were mailed to that same address on [PII].
[CUSTOMER][NEUTRAL] Right. Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um, is there a way that you can check your email to verify that you did receive what I sent you?
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK, [PII] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, that's mhm and that's the instructions on how to set up your profile and then again you will have access to your ID cards once you do that.
[CUSTOMER][POSITIVE] OK awesome uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, wait a second here, um.
[CUSTOMER][NEUTRAL] OK, so I'm going to online services alright.
[AGENT][NEUTRAL] You're gonna just follow those steps. You're gonna go to that website for the [PII], and you'll just follow the steps and setting up your profile and then that user guide will tell you where to locate your ID cards so that you can print them. Now I'll be happy to request more be mailed to you if you want.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] That'll take about 10 business days to receive them and I don't know if that's what you want me to do I'll be happy to do that, but.
[AGENT][NEUTRAL] Yeah, that's up to you. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'd like to have the uh cars set as well, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes sir? Alright, so that request has also been sent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, so yeah, that'll work for me.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that should be all for now.
[AGENT][POSITIVE] OK, well then thank you again for, you're certainly welcome and thank you for calling APL. I hope you have a wonderful afternoon and stay safe as well.
[CUSTOMER][POSITIVE] Yeah, I appreciate your help.
[CUSTOMER][POSITIVE] Thanks. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, bye.