AccountId: 011433970860
ContactId: 3169dcb4-6452-4a0f-8b57-dc3a86fcd243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370140 ms
Total Talk Time (AGENT): 183484 ms
Total Talk Time (CUSTOMER): 89368 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/3169dcb4-6452-4a0f-8b57-dc3a86fcd243_20250408T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, I was calling to get a um.
[CUSTOMER][NEUTRAL] Payment switched over on another card.
[AGENT][NEUTRAL] OK, I can help you with that, sir. Can you provide me with your policy number?
[CUSTOMER][NEUTRAL] Yes 1105061.
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull your information up and then we'll do a quick verification, and we'll see what we need to do about your payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] May I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Mr. [PII], um, can we verify your date of birth and then your address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address information should be [PII].
[AGENT][NEUTRAL] Thank you, sir. And the last bit of information, may we verify your cell phone or I'm sorry, your phone and your email address that we have on file for you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Phone 50.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][POSITIVE] Wonderful, everything is matching.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Oh, so you're with Universal Trucking.
[AGENT][POSITIVE] What I'll, they actually handle all the payment information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'll need to place you through to them. Let me see if I can find their number real quick.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] T.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The universal trucking is linked with the American public life. Correct.
[AGENT][NEUTRAL] Correct. Yes, sir. They are the brokers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And I wanted to ask um, could I change my
[CUSTOMER][NEUTRAL] My um address on the account if, if possible.
[AGENT][NEUTRAL] Certainly, while I'm waiting on that phone number I can go ahead and do that for you and you may also wanna update that with Universal trucking as well.
[AGENT][NEUTRAL] All right, what's that new street address, sir?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, go ahead, I'm sorry.
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm sorry. It's like we're cutting out that [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I thank you, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so, thank you. So just the street address change.
[AGENT][POSITIVE] The city and zip code stayed the same. Wonderful. All right. So I have that updated in our system and let me see if I get that number for you now.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can give you that number before I transfer you so you'll have it.
[AGENT][NEUTRAL] And that number is 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and they're your, that's universal trucking, yes sir, and they assist with pretty much anything, any kind of changes, payments, all that.
[CUSTOMER][NEUTRAL] And that's universal trucking, right?
[AGENT][NEUTRAL] OK, so Mr. [PII], I'm gonna place you through the Universal Trucking now. Is there anything else that I can help you with before I do?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][NEUTRAL] All right, well, well, thank you for calling APL sir, give me just a moment while I provide them with your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital Group PTDA.
[AGENT][NEUTRAL] Hey, this is what you said APL. I have Corddro [PII] on the phone. Um, he's with CC the letter C, the letters CC. Last four digits are [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Mr. [PII] is calling today because he, I've updated his address in the system, but he, I told him he may wanna do that with y'all as well. He is needing to update his payment information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that something you all handle?
[CUSTOMER][POSITIVE] Yes, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] You're welcome you too.
[AGENT][POSITIVE] Thank you.