AccountId: 011433970860
ContactId: 24176352-860d-4d0c-949d-d1f5662f9e29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276899 ms
Total Talk Time (AGENT): 98016 ms
Total Talk Time (CUSTOMER): 107449 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/24176352-860d-4d0c-949d-d1f5662f9e29_20250507T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hey, I was calling just to uh make sure my information was updated and then I just wanna see what, what, what I was on like as far as the benefits that I was paying for.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I, to be honest with you, ma'am, I haven't, um, normally I would, I would receive something from you guys, but I haven't received anything in a minute. So yeah, that's why, you know, I was calling to see to make sure everything is still active or whatever. Uh, can I give you my social?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you mind giving me a, a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And hold while I pull your policy up.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that uh this policy has been canceled since March of [PII]. Are you still with Universal Trucking Laird Logistics?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, I'm still with Blair and they're still taking it, they're still taking it out of my my settlement.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, I believe we would need to speak to someone at Universal Trucking and.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me give them a call and I, I'll give you, uh.
[CUSTOMER][NEUTRAL] So, so, ma'am.
[CUSTOMER][NEUTRAL] So is this the um is this the policy for like the um what is it um like the accidental um short term disability and all that that I got?
[AGENT][NEUTRAL] Oh, no, sir, um.
[CUSTOMER][NEUTRAL] Through through Blair.
[AGENT][NEUTRAL] Uh, this is your dental.
[CUSTOMER][NEUTRAL] Oh, dental. OK, no, ma'am. No, I was calling about, OK, so basically I need to get with universal truck and then for, for the um for the accidental uh life insurance and all that.
[AGENT][NEUTRAL] Uh yes sir, um, I can give you their phone number or I can transfer you to them either way.
[CUSTOMER][NEUTRAL] Um, I'll take the number and then you can transfer me just so I can have it for future reference.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Right, that's a good thing, um, just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. The number is 1877.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 555541.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5541. And this is universal trucking benefits, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir mhm. Is there anything else I can help you with at APL before I transfer you?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Uh, that'll be it, ma'am. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APO. You have a wonderful rest of your day and I'll I'll connect you with them.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Capital Grouping TBA.
[AGENT][NEUTRAL] Hi, um, this is [PII]. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. I have a [PII] on the phone. He's with Blair Logistics and he was calling about his benefits but um.
[AGENT][NEUTRAL] We don't have his, uh, disability and accident, uh, policies with us.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right, well, thank you and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Here he is. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding sir your disability.