AccountId: 011433970860
ContactId: 209e9a9c-7330-4e17-a673-8aae78077549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474339 ms
Total Talk Time (AGENT): 194747 ms
Total Talk Time (CUSTOMER): 141546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/209e9a9c-7330-4e17-a673-8aae78077549_20250221T17:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] [PII], hi, good morning. How are you?
[AGENT][NEUTRAL] I'm well, how are you?
[CUSTOMER][POSITIVE] Man, I'm doing fantastic. My name is [PII]. I have a um policy certificate number or a group number. Which one do you want?
[AGENT][NEUTRAL] Um, policy certificate.
[CUSTOMER][NEUTRAL] 01644649.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And while I'm pulling that up, Mr. [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, the date of birth is [PII]. The email address is [PII]. And I think the address you have on file is [PII].
[AGENT][NEUTRAL] Yes, sir, thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And how may I assist you today?
[CUSTOMER][NEUTRAL] I'm thinking of leaving the company that I'm with, um, United Petroleum Transport, and I do not want to lose my talk about doing that.
[CUSTOMER][NEUTRAL] I've been with you guys since [PII].
[AGENT][NEUTRAL] OK, so the easiest thing, hold on, let me see if you're on payroll deduction.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Uh, hold on one moment.
[AGENT][NEUTRAL] So the easiest thing to do, um, you're gonna have to, well, when you leave the company, they'll terminate the policy with us, um.
[AGENT][POSITIVE] In writing, well not terminated, but let us know that you're no longer with them in writing. I can transfer you over to customer service so that they can help you with um what you'll have to do in terms of continuing your policy, if it'll change the premium, um, customer service is a department that handles that. I can definitely get a representative for you.
[CUSTOMER][NEUTRAL] Yeah, and I need to update my address to the address you have on there. I, I'm no longer there.
[AGENT][NEUTRAL] OK, I can update the address for you. Hold on one moment. And what's the correct address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's, it's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, that was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment, let me see that.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold while I check on the continuation of the policy?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No girl.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thanks so much for holding. I'm glad I checked. So you'll have to, so this will have to be terminated first because that and it has to go through the employer because that they'll stop that payroll deduction, and then once it um once they let us know that it's terminating with them, then we can continue the policy and put you on bank draft or however you want to make your payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But they have to stop that payroll deduction first because that the employer does that and then they pay us. So if we were to do something now, that payroll deduction can still be coming out your check.
[CUSTOMER][NEGATIVE] Is there any way I could go to customer service and then they tell me how much it's gonna be?
[AGENT][NEUTRAL] Oh, sure, you can still talk to them. Um, before I transfer you though, was there anything else I could assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][NEUTRAL] OK, well, hold on one moment, I'll get a representative for you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Good Afternoon thank you for calling thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good, girl. How about yourself? I'm glad it was you.
[AGENT][POSITIVE] I'm doing good. I hope this is an easy one for you. Um, so the insured is with UTBA. He, he's gonna leave UTBA but wants to keep his policy. He's been with us since like [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know he has to go to UTBA and do all the cancellation and stuff, but he still wants to talk to somebody about the premium to see if it would change once he does go individual.
[CUSTOMER][NEUTRAL] No, it's not changing. I'll tell him though, and he does he can continue it through them. He can call Universal Trucking and get it set up on deductions, but you can transfer him. What's the um callback number and the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the policy number is 1644649.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1644649
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and what's the callback number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So just for me, when they, when they continue or anything, their premium doesn't change or that's just this.
[CUSTOMER][NEUTRAL] Yeah, it doesn't change. That's in general when they convert, we don't increase anything we don't give them a discount. They just basically are locked in with what they have if they're able to convert it, um.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, yeah, but that's pretty much how it all of it said.
[AGENT][POSITIVE] Well then I'll remember that next time now I got it. Thank you.
[CUSTOMER][POSITIVE] No problem and I'm ready for him.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Well, hello, Ms. [PII]. Good morning, Mr. [PII]. How are you doing today?