AccountId: 011433970860
ContactId: 0d7ad34c-099c-4a81-8000-a86d42b5213c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426470 ms
Total Talk Time (AGENT): 210693 ms
Total Talk Time (CUSTOMER): 175795 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0d7ad34c-099c-4a81-8000-a86d42b5213c_20250325T17:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I, I received a packet in the mail, um, and I'm not sure what it is. It's APL. It has your phone number on it and everything, and I don't know if it's, I don't know if it's something that I have actively or something I've had in the past to uh an employer, and I was hoping you could help me out with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely I can get that policy pulled up we'll see what kind of policy that is um and if that is still active, um, [PII] first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and in that uh pocket do you see a policy number or a certification number?
[CUSTOMER][NEUTRAL] I did somewhere let me see where that was at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] There's a lot of stuff in here and I said none of it made any sense to me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, table or content.
[AGENT][NEUTRAL] Um, if it's easier I can start using your social as well.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] OK, I, I think I got it here. The policy number 1144814481-02605353, and that has a dash in my first and last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, got it thank you um and then just gonna verify some information really quick, um, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Got it. OK, thank you so much for verifying all of that information, [PII]. OK, so this was um a short term disability policy um you don't have any active policies with us at this time uh this would have been through an employer it did terminate [PII] and that was through uh universal tracking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Universal stuff.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've never worked for Universal Trucking.
[AGENT][NEUTRAL] Um, that's who we've got as your employer.
[CUSTOMER][NEUTRAL] Must be like a.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Must be an umbrella company or something.
[CUSTOMER][NEUTRAL] You know a company that owned the company I work for.
[AGENT][NEUTRAL] Most likely if it was a, yes, yes, most likely.
[AGENT][NEUTRAL] But yeah, so that's what that was again it's not currently active so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] OK, could you please then take me off your mailing list, and I, I'll tell you why I'm not being hard. I'm not, I'm not being hard to get along with here, but I just turned [PII] and I'm dealing with Medicare and you would not believe how much crap I get my mailbox and I don't know what half of it is.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I can, yes, I, I'm sure I've got an idea. Um, I'm not sure. Let me check. I'm going to check really quick, [PII], what it was that we did send you, um, because I'm not sure why would we would be sending you anything if this policy's been terminated as long as it was, uh, give me just a moment, let me check that.
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well I can tell you this, it, it's in a big white envelope and it says no ID card enclosed.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] That's down at the bottom by the the window.
[AGENT][NEGATIVE] Was not received no policy found.
[AGENT][NEUTRAL] Oh, it looks like it was a um.
[AGENT][NEUTRAL] Did you receive a check?
[CUSTOMER][NEUTRAL] Not from this.
[AGENT][NEUTRAL] Hm, let me see.
[CUSTOMER][NEUTRAL] In here?
[AGENT][NEUTRAL] Um, that's the last correspondence I have that was sent to you was looks like that was sent around, uh, [PII] of this year, and that's the last correspondence that I'm showing that we received or that we sent out, excuse me.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah it looks like that was just a hiccup. I'm so sorry about that yeah you shouldn't be receiving anything from us any further.
[CUSTOMER][NEUTRAL] OK, what was the check you're referring to?
[AGENT][NEUTRAL] Um, let me check that. Let me see. Give me just a moment.
[CUSTOMER][NEUTRAL] And there have been a civil suitcase?
[AGENT][NEUTRAL] Um, no, most of the time when we send those it's for overpaid premium. Um, let me check that. Give me just a moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] OK, several food wasn't the right word. That wasn't what I was looking for. Class action is what I was thinking.
[AGENT][NEUTRAL] Fast action and that so again usually that would be for um if there was an overpayment for premium um and it can take a while sometimes for them to find that and so that's generally why we would send that information out.
[AGENT][NEUTRAL] Now let's take a look there.
[CUSTOMER][NEUTRAL] OK, when you said that about the check, I did receive a couple of checks, but it wasn't from you guys. It was for a class action suit.
[AGENT][NEGATIVE] Oh yeah, it shouldn't be.
[CUSTOMER][NEGATIVE] Again my, against my company.
[AGENT][NEUTRAL] OK, no, um, let's see, it does say a refund of premium submitted on behalf of [PII].
[AGENT][NEUTRAL] So you've not received that?
[CUSTOMER][NEGATIVE] I did receive the checks, but like I said, I don't think they're associated with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Interesting, yeah, OK, well I, I sure apologize for the confusion, [PII]. I did look through the notes and again the correspondence and such, um, so you should not be receiving anything from us going forward.
[CUSTOMER][NEUTRAL] OK, I am seeing in the upper.
[AGENT][NEUTRAL] Yeah, I, I understand the mix ups and yeah.
[CUSTOMER][NEUTRAL] OK, in the, in the upper left corner of this big envelope, it has your name and then your address and it says [PII]. So I'm just wondering if that was Western Flyer Express that I was working with at that time.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It does not appear so. Um, so our main office is in [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so was that company. I mean they were in [PII], so that's why, why I wanted that.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEGATIVE] I see yes so this appears to just be uh a mistake and again I do apologize for that confusion, um, but you should not be receiving anything from us going forward.
[CUSTOMER][POSITIVE] Alright, I appreciate it thank you.
[AGENT][NEUTRAL] Alright, of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, I think that'll do it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.