AccountId: 011433970860
ContactId: 2c4b28f8-3d06-46fb-a0f6-3c4abe6d155c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1012950 ms
Total Talk Time (AGENT): 553960 ms
Total Talk Time (CUSTOMER): 357279 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2c4b28f8-3d06-46fb-a0f6-3c4abe6d155c_20250417T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how's it going?
[AGENT][POSITIVE] It's going great. How about for you?
[CUSTOMER][NEUTRAL] Oh, vertical and breathing. What more could you ask for?
[AGENT][POSITIVE] That's, well, that's awesome then.
[CUSTOMER][POSITIVE] That one depends on who you ask. I believe a good life.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, that's always awesome. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, what do you need to access my account?
[AGENT][NEUTRAL] OK, well, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEGATIVE] I have no clue.
[AGENT][NEUTRAL] OK. Are you the primary policyholder?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, and what is your full social and I can look up your information that way.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] I am ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me just a moment to locate your information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, and while this is loading, how can I help you today first off?
[CUSTOMER][NEUTRAL] Well, I'm going to be visiting a lawyer, uh next month uh towards the end of the month. Uh basically, I'm getting my affairs in order, getting all the I's dotted T's crossed, you know, things I never thought I'd be doing as a, as a teenager or a [PII]. Well, now that I'm in my [PII], it's like, you need to do these things. So.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I just want to make sure that uh.
[CUSTOMER][POSITIVE] Everything is kosher on this side, that way, the lawyer will be kosher on her side and everybody works well together because, you know,
[CUSTOMER][NEUTRAL] The 6 Ps proper planning prevents this poor performance.
[AGENT][NEUTRAL] Are you guys. So, are you just needing to make sure of what type of policies you have with APL or if they're active?
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][POSITIVE] Oh, I know they're active because they come out of my payroll deduction. So you guys are getting paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] So, what, what, what, what is gonna be the easiest way.
[CUSTOMER][NEUTRAL] To make sure, uh, everything goes through my executor, you, you, you know what I mean?
[CUSTOMER][POSITIVE] The least, least amount of hassle.
[AGENT][NEUTRAL] OK. All right. So first off, let us verify your information for security purposes first.
[CUSTOMER][NEUTRAL] Yes, ma'am. Go ahead.
[AGENT][NEUTRAL] So, and any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we have a different address on file for you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, sir. Uh-huh. So is that no longer
[CUSTOMER][NEUTRAL] That that should have been changed. I
[CUSTOMER][NEGATIVE] That is no longer a good address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we'll come back to that in a moment. Let's finish verifying your other information. The phone number that we have on file for you is also different than what you gave me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's another phone number that we could have had?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh. What was that? Yes, sir, what was that full phone number?
[CUSTOMER][NEUTRAL] Is the last 4
[CUSTOMER][NEGATIVE] That's my ex's uh [PII]. That's my ex-wife. She should not be anywhere on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the [PII], I'm sorry, let me do that again. [PII] is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That is correct. That is my phone number.
[AGENT][NEUTRAL] OK, thank you, and then lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, what is
[CUSTOMER][NEUTRAL] Or [PII] or or [PII]. They're the only two emails that I have.
[AGENT][NEUTRAL] OK, so we have, um, the first one, the CMD 45377 on file, so that's still valid. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And then what, uh, if you will give me your current correct mailing address again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], that's like [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, sir. I'll have it. OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm just gonna repeat that back. [PII], and that's [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. All right, so let's.
[CUSTOMER][POSITIVE] That's a good thing I did call.
[AGENT][NEUTRAL] Mhm, it is because we sure did not have uh your information right now. Have you updated all of that information with UTBA the Universal Trucking Benefits association?
[CUSTOMER][NEUTRAL] I think I have.
[AGENT][NEUTRAL] OK, I'm gonna make sure that you have.
[CUSTOMER][NEGATIVE] And I guess they never, I, I guess they never got it back to you guys, so.
[AGENT][NEUTRAL] OK, so what I'll need, I will make sure to give you their phone number if you wanna go ahead and take it. I can give you that and then once we're finished with our call, I can actually.
[CUSTOMER][NEUTRAL] Hold on, I gotta get that.
[AGENT][NEUTRAL] OK. I can transfer you to them to also make sure that they have it correct.
[CUSTOMER][NEUTRAL] Dead tree and
[CUSTOMER][NEGATIVE] I, oh, you dumb ass, not, not you. I, I have Tourette's going down the road.
[CUSTOMER][POSITIVE] Yes, sir. I appreciate it. Thank you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, these dumb asses driving out here, they don't even look in mirrors anymore. He's start starting to get a little distance. Thank you, sir.
[CUSTOMER][NEUTRAL] Uh, so, as I was saying, that's not directed towards you. I apologize. I have tots. I talked to traffic lights.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] No, you're perfectly fine. You're fine.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] All right, I, I usually don't fore I I try to forewarn people. I'm not the type to stick on speakerphone, you know, all that good stuff. So I'm assuming it's an [PII] number.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] It is actually an [PII] number. So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, say the, the prefix again. I didn't catch it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That is correct. So give me just a moment to look at a few things here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And if something goes on, I will tune you out and I'll just ask you to repeat yourself.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, because I, I, I, I, I can multitask, but
[CUSTOMER][NEUTRAL] I look around at everything else first.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, no, you're, you're fine. You're fine.
[AGENT][NEUTRAL] OK. So now, on the one policy that you do have with us, we do not show a beneficiary any longer listed. We had a [PII] listed.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, but she's, she is no longer showing as the beneficiary on your life insurance policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, when did they get this, when did that get changed?
[AGENT][NEUTRAL] I can tell that.
[CUSTOMER][NEGATIVE] That it shouldn't have been changed.
[AGENT][NEUTRAL] So that, that person should still be.
[AGENT][NEUTRAL] Your beneficiary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can do, because I'm not able, I'm not able to see exactly when that change was made.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], but I can get you connected with someone who here at APL who can look at it further. And this may also need to be something that you speak to UTBA about because I don't know if maybe that is some information we received from them. Again, I'm sorry, but I can't tell on that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But it, it, it's OK. If, if you want to put in the notes.
[CUSTOMER][NEUTRAL] Any changes need to be made directly from me.
[AGENT][NEUTRAL] Yes, so there's certain that we can't make any changes with anybody other than you unless it comes from UTBA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We couldn't make a change to your address, your phone number, anything, or even talk to someone who is not listed on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And even a beneficiary.
[CUSTOMER][NEUTRAL] Got one up here on the shoulder too.
[AGENT][NEUTRAL] Yes, even as a beneficiary on a policy, we cannot discuss any information on your policy with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, what I
[CUSTOMER][NEUTRAL] Now, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Who would I speak with to find out would it be better if I put the policy?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Excuse me, to my executor.
[CUSTOMER][NEUTRAL] Or have it divided up.
[CUSTOMER][NEUTRAL] Before the will.
[CUSTOMER][NEUTRAL] As according to the will.
[AGENT][NEUTRAL] Uh, I would really defer that question, honestly, to the attorney that you're going to be meeting with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that is not something that we can do.
[CUSTOMER][NEUTRAL] So, for the
[CUSTOMER][NEUTRAL] OK, for the sake of conversation until I do that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We'll leave it as [PII] being the beneficiary.
[AGENT][NEUTRAL] OK, so what I need to do though is to connect because I can't change that. I can't, yeah, uh-huh. OK, so I will have to connect you to customer service to see if they can tell why she's not showing on here currently as the beneficiary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, no. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But you won't
[CUSTOMER][NEUTRAL] So there's no beneficiary.
[AGENT][NEUTRAL] As of this moment, it does not reflect that there is an active beneficiary, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, I'm not able to determine as to when that took place or any of that.
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][POSITIVE] No, not, not a problem. If we can get that taken care of, that'd be wonderful, ma'am. I appreciate it. I'm not mad or upset with you. I'm just, you know, my, my, my, my tone sometimes comes off that way.
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, no, I didn't take, I haven't taken anything you've said personal, so don't worry about that, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, thank you, ma'am.
[AGENT][NEUTRAL] Well, you're welcome. So before I connect you over to see if they can answer that question, and then if they can't, I would, they, they can also connect you with UTBA.
[AGENT][NEUTRAL] To see if that's something that we received from them, but you do have UTBA's phone number, so if you were to need to contact them directly, you can do that. And then, have you ever created your profile, Mr. [PII], in our portal at APL so that you can have access to your information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not that I'm aware of.
[AGENT][NEUTRAL] OK, I'm gonna email you a user guide then for that portal and it just gives you the steps and how to set it up and the different things that you can do in the portal. The email that you will receive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so there's like an, so there's like an app.
[AGENT][NEUTRAL] Well, it's not an app. You would just have to go to your web browser and pull it up. Correct. Mhm. But, um, again, it's going to allow you to see the different policies that you have with our company.
[CUSTOMER][NEUTRAL] All right, so it's a website, OK.
[AGENT][NEUTRAL] And your policy information for each of those policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that email will come from [PII] team at [PII] and I will put APL online service center in the subject line for you so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that, ma'am. I can do that this afternoon when I'm done working.
[AGENT][POSITIVE] OK. Well, if you need any help with it when you go to set it up, then you just give us a call back and we'll be more than happy to assist you.
[CUSTOMER][POSITIVE] I appreciate that ma'am. Thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome, Mr. [PII]. And is there anything else I can help you with before I connect you with customer service?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL. It was my pleasure in speaking to you today and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] You too. Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. One moment, please.
[CUSTOMER][NEUTRAL] Bye bye. Yes, ma'am.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line with policy number 202.
[AGENT][NEUTRAL] 6809, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He was just calling because he's meeting with his attorney to do some estate planning and stuff this afternoon and just checking on his policies.
[AGENT][NEUTRAL] And on this policy, the
[AGENT][NEUTRAL] Uh, beneficiary is showing as termed, but there's not a note regarding any of that.
[AGENT][NEUTRAL] And he says that is the person that should be the beneficiary on this policy.
[CUSTOMER][NEUTRAL] OK, they just forgot to reinstate her when they reinstated the policy.
[CUSTOMER][NEUTRAL] I've got it fixed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want to transfer him to me or does he need anything else?
[AGENT][NEUTRAL] Yeah, if you wanna just let him, well, if you just wanna let him know that that's been done because I wasn't able to tell.
[AGENT][NEUTRAL] You know, why she was termed to start with, much less why.
[CUSTOMER][NEUTRAL] It should be a notes, but that's fine.
[AGENT][NEGATIVE] She wasn't reactivated.
[AGENT][NEUTRAL] There's not. No, there's not. OK, [PII], what is that and then he may need for you to transfer him to UTBA.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For some additional questions or I may just
[CUSTOMER][NEUTRAL] Yeah it was lapsed on the overdue report but.
[CUSTOMER][NEUTRAL] Um, yeah, you're transferring. What's his callback number?
[AGENT][POSITIVE] OK, [PII], well, thanks.
[CUSTOMER][NEUTRAL] Uh good afternoon, uh, good morning. I'm sorry this is.
[AGENT][NEUTRAL] The same one that's in the system because I um [PII].
[AGENT][NEUTRAL] Uh uh [PII], it's still [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, OK. I don't know why. It's [PII], which is the one that's also in the, um,
[CUSTOMER][NEGATIVE] You're cutting out.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In line, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] Bye bye.