AccountId: 011433970860
ContactId: 43a6b62d-bc40-4959-95b6-a035c6749299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377079 ms
Total Talk Time (AGENT): 160204 ms
Total Talk Time (CUSTOMER): 92696 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/43a6b62d-bc40-4959-95b6-a035c6749299_20250131T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, Miss [PII]? I was just trying to see um.
[CUSTOMER][NEGATIVE] I don't even know what I'm paying for. I got a car. It's a dental. I just wanted to give you my um my group number, my policy numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, let's take a look. Yeah, what's your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02566099.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And what is your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is [PII].
[AGENT][POSITIVE] Thank you so much [PII]. I appreciate that and I just need to verify please your address and email address.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the [PII] still a good email for you?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][POSITIVE] Great. OK. So, looks like with us.
[AGENT][NEUTRAL] You have a dental plan and then it looks like you also have a short-term disability plan.
[AGENT][NEUTRAL] Um, in regards to the dental plan, what kind of questions did you have?
[CUSTOMER][NEUTRAL] None really. I don't have a vision. I told him to give me a vision.
[CUSTOMER][NEUTRAL] I thought I was paying for Vision too.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Not with us, um, you may wanna contact your employer and see if they're going through a different company uh for that. With us, you just have the dental and the disability.
[CUSTOMER][NEUTRAL] Just have the dental.
[CUSTOMER][NEGATIVE] Oh they did all that wrong, um.
[CUSTOMER][NEUTRAL] OK, let me see what else I was about to ask. How much am I paying um you know weekly?
[AGENT][NEUTRAL] Um, let me see, so.
[AGENT][NEGATIVE] If it's payroll deducted is taking forever sorry.
[AGENT][NEUTRAL] The premium on the dental is $40.60. Um, let me.
[CUSTOMER][NEUTRAL] That's a week
[AGENT][NEUTRAL] Let me see how often you pay. Give me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, so that premium, uh, would be for the, uh, the month, that's the entire amount for the month, like the 4060, so that would be payroll deducted, it would just depend on how you're paid.
[CUSTOMER][NEUTRAL] OK, and um the disability?
[AGENT][NEUTRAL] The premium on the disability is $230.24.
[CUSTOMER][NEUTRAL] That's a month
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, OK, OK, I don't see they did that.
[AGENT][NEUTRAL] Universal trucking would, would have to give you whatever, whoever they use for vision, um, they would have to provide you that information, [PII], unfortunately, I don't have that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Who would have to do that for me?
[AGENT][NEUTRAL] Universal trucking.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yeah, the company.
[CUSTOMER][NEUTRAL] Universal Trucking.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, I don't know why they put disability on there because I ain't tell them I want a disability when the guy got on there. I just wanted dental and vision.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is there any kind of way I could get up uh?
[AGENT][POSITIVE] Yeah, definitely.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I could get out the um.
[CUSTOMER][NEUTRAL] Is there any kind of way I could get out the the disability?
[AGENT][NEUTRAL] Yeah, you can cancel it. You just need to go through um universal trucking to cancel it.
[CUSTOMER][NEUTRAL] OK, you know, some trucking.
[AGENT][NEUTRAL] Yeah, do you need a phone number? I can look it up if you need a phone number to call. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, I see on mind.
[AGENT][NEUTRAL] Yeah, let's take a look here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have something that you can write down the phone number with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And um I will transfer you over to them if you wanna speak to them now in regards to just your uh canceling this and then any other enrollment.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] Yeah, not a problem. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.