AccountId: 011433970860
ContactId: 4705b341-1862-4859-bc5c-68aade4d50ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277820 ms
Total Talk Time (AGENT): 65642 ms
Total Talk Time (CUSTOMER): 103148 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4705b341-1862-4859-bc5c-68aade4d50ab_20250529T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I'm [PII]. How you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing great. [PII]. I was trying to check on some. My name is [PII], and I was trying to see the, um, uh, check on my on the policy I have with y'all.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Would it be on this card?
[AGENT][NEUTRAL] Um, you might see it as policy certificate or inpatient or outpatient number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Um member ID number number?
[AGENT][NEUTRAL] Um, what's that number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02321588
[AGENT][NEUTRAL] OK, let me look that up for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Right, [PII], and can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address and phone number that we have on file?
[CUSTOMER][NEUTRAL] You said [PII]. I wasn't sure if they changed my address, but uh [PII], if that's not it, on my, my new house on [PII].
[CUSTOMER][NEUTRAL] Sell out number [PII].
[AGENT][NEUTRAL] OK, um, and the [PII], is that the correct one?
[CUSTOMER][POSITIVE] Yes ma'am, they're my new house.
[AGENT][NEUTRAL] OK, alright, that's the one that we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what questions did you have about your policy?
[CUSTOMER][NEUTRAL] I was trying to see, uh, it was my spot I told my, um, job to cancel it so I was trying because I got it as the owner contractor and I was trying to cancel so I was trying to see was it still being taken out of my check.
[AGENT][NEUTRAL] OK, it looks like you will need to call uh UTBA or Universal tracking for that um do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, man, hold on just a second.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hold on, let me pull over to the side. Hold on just a second because I'm driving. Hold on just a moment.
[AGENT][NEUTRAL] Well, if you want I can probably transfer you to them. Would that be better?
[CUSTOMER][NEUTRAL] Excuse me, you can transfer it for me.
[AGENT][NEUTRAL] OK, give me just one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hi, this is [PII] from APL. I have a [PII] on the line and he was needing some uh questions about his policy and his enrollment.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, [PII], I have them on the line for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am, so you
[CUSTOMER][POSITIVE] This is [PII] with Universal Trucking Benefits Association. I am in the office, but on the other line with another driver, so please leave your name, your phone number, and your trucking company, and I'll call you as soon as I can. Thank you now. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Hey, my name is [PII] with trucking company DMT. If you don't mind, can you give me a call back at [PII].