AccountId: 011433970860
ContactId: 3633bc46-bf98-4668-aab4-4548e7ec6a9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1006549 ms
Total Talk Time (AGENT): 513745 ms
Total Talk Time (CUSTOMER): 248410 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3633bc46-bf98-4668-aab4-4548e7ec6a9a_20250218T17:50_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] Hey, how you doing? My name is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I got an insurance policy and I got a dental and
[CUSTOMER][NEUTRAL] A policy which too I think.
[CUSTOMER][NEUTRAL] And I'm trying to check on it, uh.
[CUSTOMER][NEUTRAL] Because I got a new uh address.
[CUSTOMER][NEUTRAL] Where I'm staying at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on one second, it's uh.
[CUSTOMER][NEUTRAL] I the whole the universal truck and Low kind of trucking who I drive for.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing to update your address, is that right?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my certification, yeah, my, yeah, I need to I need to um.
[CUSTOMER][NEUTRAL] I need to
[CUSTOMER][NEUTRAL] Update my address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my new address is
[AGENT][NEUTRAL] OK, so give me just a moment, Mr. [PII]. I'll have to pull up your policy information first before I'll be able to do that, but that's why you're calling today is to update your address. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes sir, I can help you with that. So first off, Mr. [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your one of your policy numbers for your policy with APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the policy number is 19865.
[AGENT][NEUTRAL] OK, you should have another number on your ID card.
[CUSTOMER][NEUTRAL] I don't have an ID card right now.
[AGENT][NEUTRAL] All right. Well, I can look it up with your full social. Yes, sir. OK. I can look that up with your Social Security. Yes, sir.
[CUSTOMER][POSITIVE] That's what uh I need.
[CUSTOMER][NEUTRAL] Oh, my well my full social.
[CUSTOMER][NEUTRAL] Oh it's [PII].
[AGENT][POSITIVE] OK, thank you. So give me one moment, please.
[AGENT][NEUTRAL] OK, Mr. [PII], so first off, I will need to verify several things with you for security purposes first and then we can update what we need to here at APL, OK?
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the home address that we currently have on file for you, not your new address but the one we would have right now.
[CUSTOMER][NEUTRAL] It's, it's probably it's probably [PII].
[AGENT][NEUTRAL] OK, thank you. Now we'll come back in just a moment to your address, uh, but the phone number that we have on file for you is the same as the one you gave me, so that is still your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So what do we need to update your address to, Mr. [PII]?
[CUSTOMER][NEUTRAL] I want to update it to
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One word, [PII]
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat this back to you to make sure that I heard everything correctly. So that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], so I have gotten your information here at APL updated. Now, the two policies that you have, uh, you made reference to vision coverage, but now you don't have your vision coverage with our company. That is not one of our products that we offer, but I have updated your information on your dental policy and your life insurance policy that you have with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now have you updated your address with the Universal Trucking Benefits Association or UTBA?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's where you enrolled for any of your coverage that you have. That's who, where the agents are located that you spoke with and signed up for any insurance. Have you updated it with them yet?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh uh, but, uh, I know that, uh, they still taking out every week uh premium from my policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I can do for you, yes sir, we don't handle any of that, that is.
[AGENT][NEUTRAL] The UTBA is who handles payroll deductions, but I can give you their phone number, Mr. [PII], and then I can also connect you with one of their representatives so that you can get your address updated with them as well, but in case we were to get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You could call this number. I'm going to give you directly to reach one of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and this for.
[AGENT][NEUTRAL] That's for UTVA.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] The Universal Trucking Benefits association again that's the company that you enrolled with that's doing your payroll deductions so you do need to get your address updated with them as well. Now I'll be happy to connect you with them if you would like.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I got one more question.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, being that I don't have no card, no, uh, no, uh, benefit card, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I was um
[CUSTOMER][NEUTRAL] I got a doctor's appointment, so who would I tell my dentist to call this number right here?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Now I, I can see that you are set up in the online service center portal with APL Mr. [PII], and there is a copy of your dental ID card in that portal.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, I don't, I don't know about the port or or whatever. I ain't never went on there, so.
[AGENT][NEUTRAL] Um, well, you did go on there to enroll. You had to set up your profile. That's not something that we do now I can email you, I can email you the user guide.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, for where you would go to to sign in to that portal if you would like, and I can provide you your username that you created so when you get to the lock because you can't set up another profile, so I can provide you your username that you created, but then if you don't remember your password you would just have to select the forgot password and create a new one.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Now your username for the portal is [PII]
[AGENT][NEUTRAL] And then lowercase [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it looks like [PII] and the [PII] is the only thing that's capitalized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again I will email you this user guide that I have and it will give you the website that you go to to sign in for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email that I'm going to send to you, Mr. [PII], will come from care team at [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I will put APL in your subject line. I'll actually put APL online service center portal.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So that you can recognize that. And I can order ID cards to be mailed to you as well, but in the interim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, you can print them, you can, uh, pull them up and print them from your portal or print them up just for viewing purposes in your portal and if you want to write down your policy number, I can also give you that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For your dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have just sent you that email, Mr. [PII], so you should have that in just a minute or so.
[CUSTOMER][NEUTRAL] OK, what's that, uh, policy number?
[AGENT][NEUTRAL] OK, so your dental policy number is 195.
[AGENT][NEUTRAL] 1207.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like for me to also order ID cards to be mailed to you?
[CUSTOMER][POSITIVE] Yes ma'am, if you don't mind.
[AGENT][NEUTRAL] Yes, sir. OK, one moment.
[AGENT][NEUTRAL] And it does take about 10 business days for those to be received, but they should go to the updated address.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Right, OK, um, can I ask you a question?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I go to the dentist's office, I can get him to.
[CUSTOMER][NEUTRAL] Policy number and that'll be they can call and give them that number that [PII] number and they can call and check on that.
[AGENT][NEUTRAL] No, sir. Not that number. No, sir. They need to call the number you called to reach me, the [PII].
[CUSTOMER][NEUTRAL] Hold on one sec.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] That's for our company.
[AGENT][NEUTRAL] That [PII] number is the company that you need to, I'm gonna transfer you to so you can get your address updated with them.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And then they can provide you who you would need to contact for your vision.
[AGENT][NEUTRAL] To get that updated with them.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I mean, I, I mean, I know I got the life insurance policy.
[CUSTOMER][NEUTRAL] Oh, is that current?
[AGENT][NEUTRAL] Uh, yes, sir, both of your policies are active. Uh-huh.
[CUSTOMER][NEUTRAL] So in 4
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] I know, uh.
[CUSTOMER][NEUTRAL] OK, both of them is active, um.
[CUSTOMER][NEUTRAL] What else, what else, uh, what is my life insurance policy for?
[CUSTOMER][NEUTRAL] The amount.
[AGENT][NEUTRAL] And any information provided on benefits would be a verification of benefits and not a guarantee of payment. I show that your policy for your
[AGENT][NEUTRAL] Your life policy, uh, give me just one moment.
[AGENT][NEUTRAL] It shows that the benefit is 100,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I ain't got no beneficiary renewal.
[AGENT][NEUTRAL] No, sir, there is not anyone listed on this uh actually, no, that's not true. You do. You have a [PII].
[CUSTOMER][NEUTRAL] OK, that's my brother, he passed away.
[CUSTOMER][NEUTRAL] So how would I change that to the other number you gave me?
[AGENT][NEUTRAL] No, sir, there is a form, uh, it's a change of beneficiary form that you would need to complete. You will also have to have that notarized and then you would need to uh send that back to APL. And if you'll give me a moment, I can pull that form up for you. Just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll just email that to you so that you can print that out, so just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have just emailed you that change of beneficiary form also, Mr. [PII], and it will also be in your inbox from care team at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, so is there anything else that I could help you with today before I connect you over to the Universal Trucking Benefits association?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and then you say both of my policies is enforced, right? The dental and the life insurance, OK, uh.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I, uh,
[CUSTOMER][NEUTRAL] OK, yeah, uh.
[CUSTOMER][NEUTRAL] Yeah, you can go ahead and uh transfer.
[AGENT][POSITIVE] OK then. Well, if that's all I can help you with at the moment, thank you again for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] All right, thank you so much. So one moment, please.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling UTBA.
[AGENT][NEUTRAL] Hi, who am I speaking with?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hey [PII], it's [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] I'm good thanks how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have a gentleman on the line who is needing
[AGENT][NEUTRAL] Um, to update his address that you all have on file for him. His name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he is with London County Trucking according to what I see.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, um.
[AGENT][NEUTRAL] Or loud, I'm sorry.
[CUSTOMER][NEUTRAL] And I just updated his address. That's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mwe OK, I can get that.
[AGENT][POSITIVE] OK. Well, thank you so much. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you very much. Bye bye.
[CUSTOMER][NEUTRAL] Alright.