AccountId: 011433970860
ContactId: 078b4da1-534c-4bbf-ba6f-3cbf8237c7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292119 ms
Total Talk Time (AGENT): 135110 ms
Total Talk Time (CUSTOMER): 73835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/078b4da1-534c-4bbf-ba6f-3cbf8237c7d6_20250416T20:40_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] Yeah, I have a policy with you guys, but I'm having it canceled, so I just want to know was there any funds available to have um withdrawn from the account?
[AGENT][NEUTRAL] OK, you said that you have a policy with APL that's being canceled?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that correct? And you're wanting to know what was your question?
[CUSTOMER][NEUTRAL] Was there any funds available into that policy to have withdrawn?
[AGENT][NEUTRAL] Funds available to have withdrawn.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So is this a life insurance policy or a health insurance policy?
[AGENT][NEUTRAL] OK. Uh, we offer a lot of different type coverages, so I would have to pull up your specific information and we could go from there to be able to answer that question.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't. I have my social.
[AGENT][NEUTRAL] OK, and what is that full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, so I will need to verify several things with you, Mr. [PII] for security purposes first, and then the information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, the phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and then lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying everything. So you do have a term life policy with us?
[AGENT][NEUTRAL] Um, Mr. [PII], but there is no cash value or loan options on this policy.
[CUSTOMER][NEUTRAL] OK, that's why I need to know.
[AGENT][NEUTRAL] Yes, sir. So, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, Mr. [PII], well, you're welcome and thank you for calling APL and I hope you have a very nice and safe evening.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do I cancel with you or just cancel with my employer? Do I cancel with you or just cancel with my employer?
[AGENT][NEUTRAL] No, so
[AGENT][NEUTRAL] You would, yes, sir, you would cancel with the Universal Trucking Benefits Association or UTBA and I'll be happy to give you their phone number and I can also connect you with one of their representatives if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's done already. I just need to know if I need to do it with you as well, but I've already did it with them, so I guess they don't take care of so.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, no, sir.
[AGENT][NEUTRAL] They will, they'll notify us. That's how it works. You enroll through them, they handle your deductions. They also handle any cancellations, and then they provide that information to the different carriers that you may have had coverage with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] OK, well thank you again Mr. Blame for.