AccountId: 011433970860
ContactId: 05a6b0e5-edd8-4d6d-b59f-c34e4c4caf38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410019 ms
Total Talk Time (AGENT): 164195 ms
Total Talk Time (CUSTOMER): 121571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/05a6b0e5-edd8-4d6d-b59f-c34e4c4caf38_20250522T18:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to see if there's a way to move my uh.
[CUSTOMER][POSITIVE] My benefits to a new company where they will take it out directly.
[CUSTOMER][NEUTRAL] I was like, what would I have to do with it? I don't wanna lose.
[CUSTOMER][NEUTRAL] Uh uh, insurance.
[AGENT][NEUTRAL] You're, you're leaving the company, but you want to keep the coverage?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Uh, well, I can help you with that. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 229
[CUSTOMER][NEUTRAL] 6306832
[CUSTOMER][NEUTRAL] And the number number.
[CUSTOMER][NEUTRAL] Its [PII] I mean [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment. And that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, mailing, and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh he said that uh what else he said.
[AGENT][NEUTRAL] Mailing and email address?
[CUSTOMER][NEUTRAL] Oh, mailing is [PII].
[CUSTOMER][NEUTRAL] And the email address I think folks_ [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yes, and thank you so much for verifying your information. Um, so what we'll have to do because all of our policies come from the employer, I'll have to, um, reach out, well, you'll have to reach out to the employer and just let them know that you're wanting to still keep your services and then they'll handle everything for you. They'll send it to us um in writing and then we'll be able to um make it an individual policy versus a policy in the group.
[CUSTOMER][NEUTRAL] OK, oh, OK, so this company don't have, they don't use the same.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What company, the company that you're going to?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, well, I'm already here now, but they don't, uh, I thought they use the same one that's what I was asking.
[AGENT][NEUTRAL] What's the name of the new company? I mean, I don't know who, who did you, who did you, who are you with now?
[CUSTOMER][NEUTRAL] Uh, Blair Blair.
[CUSTOMER][NEUTRAL] It's Blair Logistics.
[AGENT][NEUTRAL] Blair Logistics.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Like B L A I R?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, I'm not showing a group with that name, but that doesn't mean that we don't, um, serve them, however, um, even if they do work with us, you would still have to go through the employer to make changes because we can't change anything until we receive it from them in writing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, did you need the phone number for UTBA?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I ain't got nothing to write down with.
[AGENT][NEUTRAL] Did you want me to transfer you to them?
[CUSTOMER][NEUTRAL] I probably got it in the email or something though.
[CUSTOMER][NEUTRAL] I probably got it in an email or something though.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh, that'll be alright. I, I have to get with the, I have to get with the employer person or if I can do anything.
[AGENT][NEUTRAL] Right, that's the um universal trucking. Did you want me to email you the number or you're OK?
[CUSTOMER][NEUTRAL] Yeah, you can email it, but I can't write it down right now.
[AGENT][NEUTRAL] OK, are you wanting to talk to them now because I can transfer you to them.
[CUSTOMER][NEUTRAL] No, not if I gotta talk to the employer first. I need to talk to them first.
[AGENT][NEUTRAL] That's what I'm transferring you to.
[CUSTOMER][NEUTRAL] I don't have to talk to them if I if.
[CUSTOMER][NEUTRAL] Now I'm going to my employer.
[CUSTOMER][NEUTRAL] Oh, you saying I need to talk to UTBA?
[AGENT][NEUTRAL] Yes, you need to first go through who you're with now.
[CUSTOMER][NEUTRAL] I thought you were saying that. I thought you were saying.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, yeah, yeah, yeah, alright, yeah, I thought you were saying I need to go to, uh, the company I'm driving for.
[AGENT][NEUTRAL] The new one?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, no, you, we need to fix the old first. So, um,
[AGENT][NEUTRAL] We're just continuing your policy as an individual, um, so that they're not taking it out from payroll.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what you're wanting?
[CUSTOMER][NEUTRAL] Yeah, I guess I don't know.
[CUSTOMER][NEUTRAL] I'm gonna see if they could take it out for payroll on their end, but then yeah, we'll figure something out alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and transfer you over to Universal Trucking, um, so they can help you with your policy continuation. Before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, not right now. That's about it.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from APL. I have a member on the other line who um wants to continue his policy, but he's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you need the policy number or what do you need from me?
[CUSTOMER][NEUTRAL] What's the first and last name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right, thank you. And may I have your name, I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding