AccountId: 011433970860
ContactId: 170e64be-b5a0-4b19-9daf-e77eb156065b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218089 ms
Total Talk Time (AGENT): 101999 ms
Total Talk Time (CUSTOMER): 61365 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/170e64be-b5a0-4b19-9daf-e77eb156065b_20250311T18:32_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] Hi, [PII]. Uh, my name is [PII]. And my, um, I was, I was told that my, my premium wasn't active.
[CUSTOMER][NEUTRAL] And I was
[CUSTOMER][NEUTRAL] Trying to figure out what's going on.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're the insured and you said that you have been told that your policy is not active. Is that correct?
[CUSTOMER][NEUTRAL] Right. Yeah.
[AGENT][POSITIVE] Yes, I can check that for you and Ms. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, I have my member ID number.
[CUSTOMER][NEUTRAL] I don't, I don't see where it says policy number on here.
[AGENT][NEUTRAL] OK, what is your social, Ms. [PII], if you're the subscriber?
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, [PII], so I may have located uh your policy. So first off, I will have to verify several things with you for security purposes. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is 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] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So Miss [PII], the in the coverage that you have with our company was through your employment with Western Flyer.
[AGENT][NEUTRAL] Through the Universal Trucking Benefits Association and you do not have any policies that are currently active with us?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the last policies that you had with us turned back [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if, are you still with Western Flyer or does that make more sense to you now about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] That yeah, it makes sense now.
[AGENT][NEUTRAL] OK. So yes, ma'am, that's, um, all each of those three policies that you have most currently with us, Term 101 of 2024.
[CUSTOMER][POSITIVE] OK, OK, well I appreciate your time thank you.
[AGENT][POSITIVE] Well, you, yes, ma'am. You're very welcome. So is there anything else that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that'd be it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a nice and safe afternoon.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.