AccountId: 011433970860
ContactId: fe17a95d-b34d-4922-9acb-c8e9675fd94f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318040 ms
Total Talk Time (AGENT): 64898 ms
Total Talk Time (CUSTOMER): 87897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fe17a95d-b34d-4922-9acb-c8e9675fd94f_20250604T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is um [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Um, I was calling in, um, I have, uh.
[CUSTOMER][NEUTRAL] I think, uh, vision and dental, I think through y'all, um.
[CUSTOMER][NEUTRAL] Through you all or whatever and I was calling to, I wanted to add my daughter on to my own.
[CUSTOMER][NEUTRAL] You know, and, uh, beers and stuff or whatever if I could.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh, I don't.
[AGENT][NEUTRAL] OK, is it alright if I look it up by your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. Give me just a moment, let me see.
[AGENT][NEUTRAL] OK, it looks like I will need to transfer you to Universal Trucking so that you can add um a dependent. Is it all right if I put you on a brief hold?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why is it not letting me dial out?
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hi this is [PII] with APL care team um I have.
[AGENT][NEUTRAL] And [PII] on the line and he is wanting to add his daughter to his uh dental policy. Are you able to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, you can go ahead and send him over.
[AGENT][POSITIVE] Great, thank you so much.
[AGENT][NEUTRAL] Mr. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have someone from UTBA who will help you enroll your daughter, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Great, thank you so much.
[CUSTOMER][POSITIVE] Yes, thank you for holding sir um you'll have to leave your agent a message and he'll give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I have one question for you, uh, send me to leave a voicemail. Um, how do I go about getting getting like a card like if I gotta go to the doctor where um they send one out.
[CUSTOMER][NEUTRAL] So you don't have medical insurance with us?
[CUSTOMER][NEUTRAL] You have accident dental disability in life.
[CUSTOMER][NEUTRAL] OK, and how much is the medical? I know I probably have to do that with him too. Yeah, you'd have to speak to your agent.
[CUSTOMER][NEUTRAL] OK, alright, well I'll leave.