AccountId: 011433970860
ContactId: 3eb5708a-62fd-4ff8-b4dc-5e617c818077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378579 ms
Total Talk Time (AGENT): 192384 ms
Total Talk Time (CUSTOMER): 87613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/3eb5708a-62fd-4ff8-b4dc-5e617c818077_20250311T19:21_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] How you doing? I was calling in. I want to uh cancel my dental plan that I have with you guys.
[AGENT][NEUTRAL] OK, did you say that you were wanting to cancel your dental coverage, is that correct?
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] Yes, so, well, I can assist you with that. I can help you. So what, who am I speaking with first off, please?
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] I'm so sorry, but I can barely hear you.
[CUSTOMER][NEUTRAL] One second
[CUSTOMER][NEUTRAL] Yeah, the name is [PII]
[AGENT][POSITIVE] OK. Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please, Mr. [PII].
[CUSTOMER][NEUTRAL] I don't have it on hand. I'm driving right now.
[AGENT][NEUTRAL] OK. All right. What is your full social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to locate your information.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, also your home mailing address please.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number we have for you, well, we have 2 different phone numbers. One of them is the same as the one you gave me, so what is your email address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That should be [PII].
[AGENT][NEUTRAL] No, so we have a different email on file for you.
[CUSTOMER][NEUTRAL] Well, [PII]. That's an old account that's been canceled out.
[AGENT][NEUTRAL] OK, so that is the one that we have on file for you. Now, the dental policy that you have with us, Mr. [PII] was through your employment with Highway Parks, through the Universal Trucking Benefits Association.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's it. That's what uh so.
[AGENT][NEUTRAL] And that policy has not been active. Yes, so that policy has not been active since [PII]. You do not currently have an active dental policy with us.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I got one was Martin or.
[AGENT][NEUTRAL] Now I'm not sure if you believe that you have, yes, or you would prob you would need to speak to someone with the universal trucking benefit. Is it, did you enroll for another dental plan with someone else through the universal Trucking Benefits association?
[CUSTOMER][NEUTRAL] Go a call
[CUSTOMER][NEUTRAL] Uh, I don't know.
[CUSTOMER][NEUTRAL] Say that I have one with American.
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] No, I'm not sure who that is.
[AGENT][NEUTRAL] Yes, sir, that's not, I'm with American Public Life, so I'm not sure you may want to reach out to whoever told you about that coverage that you had a policy with to find out who you would need to contact.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You reach out I guess to your employer. Are you still with the same employer?
[CUSTOMER][NEUTRAL] Yeah, I am, but uh I just.
[AGENT][NEUTRAL] Now I can give you the phone number for the Universal Trucking Benefits association and I can also connect you with one of their representatives and they could verify then who you would have dental coverage with if you would like for me to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, I appreciate that thank you.
[AGENT][NEUTRAL] OK, so their phone number, are you able to write this down? You said you were driving.
[CUSTOMER][NEUTRAL] Right, uh,
[CUSTOMER][NEUTRAL] No, I, I can't write down right now.
[AGENT][NEUTRAL] OK, so I can just try and transfer you and hopefully we will not get disconnected and explain to them um what you're needing.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, well, can I help you with anything else today?
[CUSTOMER][POSITIVE] Uh, that's it I appreciate it.
[AGENT][POSITIVE] OK, Mr. [PII], well, thank you for calling APL. I hope you have a very nice and safe afternoon and if you'll give me just one moment, I will transfer you over to UTBA.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Capital Group B2VA.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have a gentleman on the line named [PII].
[CUSTOMER][POSITIVE] I'm doing fine thank you
[AGENT][NEUTRAL] And he's with Highway Parks. He was calling to cancel his dental coverage, but he does not have an active dental policy with us.
[AGENT][NEUTRAL] Oh, he hung up too. Hm, I think [PII].
[CUSTOMER][NEUTRAL] Yes. Um,
[AGENT][NEUTRAL] OK. I'm not sure. It kinda looks like he might have hung up, but
[AGENT][NEUTRAL] I can just release the call to see if by chance he's still there, but on my end, it kinda, it looks like he's not.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] OK. Well, thank you so much. If he's there, he's there, I guess. And if he's not, he'll call back when he can. OK. All right. Bye-bye. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.