AccountId: 011433970860
ContactId: 4bb00fb4-fd53-44f9-81d2-aafab5b99604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397239 ms
Total Talk Time (AGENT): 177173 ms
Total Talk Time (CUSTOMER): 140641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4bb00fb4-fd53-44f9-81d2-aafab5b99604_20250109T23:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good. I'm trying to figure out some information.
[CUSTOMER][NEUTRAL] OK, um, I applied, I applied for a short term.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A a short term disability policy from the company.
[CUSTOMER][NEUTRAL] Um, that I was currently leased to, right?
[CUSTOMER][NEUTRAL] And when I got the policy, he, he was saying that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I guess if I left the company then I just need to set up billing with you all because the policy was transferable, so I'm just trying to figure out how to go by doing that.
[AGENT][NEUTRAL] OK [PII], um, first, sir, sir, can I get your callback number just in case our our call gets disconnected.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Um, it says 25023.
[CUSTOMER][NEUTRAL] Then I have a 025.
[CUSTOMER][NEUTRAL] 74813
[AGENT][NEUTRAL] OK. Let me see if I can't pull that policy in.
[AGENT][NEUTRAL] OK, and [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, good. And what is your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also for security reasons I'm going to need to verify your address, phone number and email address that you have on the policy.
[CUSTOMER][NEUTRAL] OK, my address is.
[CUSTOMER][NEUTRAL] [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me, so let me go ahead and.
[AGENT][NEUTRAL] Look at your policy real quick. So, are you still with Universal Trucking?
[CUSTOMER][NEUTRAL] Um, universal trucking. I was with, um,
[AGENT][NEUTRAL] Quantics
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] You're still with them. OK, so.
[CUSTOMER][NEUTRAL] Yeah, but I'm currently
[CUSTOMER][NEUTRAL] Yes, but I'm I'm currently getting ready to leave [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so once you leave.
[AGENT][NEUTRAL] Your employer.
[AGENT][NEUTRAL] We can't um support your policy until you're no longer employed with them. You have 30 days from the date that you leave um to be able to port your policy. You have that 30 day grace period, but what we'll need is we'll need something from Quantic letting us know that you're no longer employed with them so that we can take you off of the group so that you can make your own payments.
[CUSTOMER][NEUTRAL] OK, so I wanna know how I can do that because I'm a contractor.
[AGENT][NEUTRAL] And I know.
[AGENT][NEUTRAL] Well I know you're making your own payments now but you're doing it through payroll deduction.
[CUSTOMER][POSITIVE] Yes ma'am, and I just want to do um.
[CUSTOMER][NEUTRAL] Direct billing because I already signed um I already signed another um I already signed another contract with Parkway Transport.
[AGENT][NEUTRAL] Is that also with Universal Trucking?
[CUSTOMER][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] No, Parkway Transport is a whole different company.
[AGENT][NEUTRAL] Right, and they probably don't, they may not have our insurance.
[CUSTOMER][NEUTRAL] But uh, yeah.
[AGENT][NEUTRAL] Um, but yes, we'll need something from your group stating that you're no longer employed there so that we can get you off of the group so that we can do what we need to do to change it so you can have direct bill.
[CUSTOMER][NEUTRAL] OK, so I wonder what I could get from them cause you when you, even when you terminate your contract, usually that's the only thing it is.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm not a, I'm not a I'm not an employee. I'm a contractor.
[AGENT][NEUTRAL] Right, I understand that, yes.
[CUSTOMER][NEUTRAL] And I've offered
[CUSTOMER][NEUTRAL] Yeah, and I pulled my contract um with my truck and I have a I have a whole another contract now with the current company. I mean, so there's nothing that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, there's nothing that um Quanttex won't even could even give me because I was a contractor.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer your call under over to UTBA which is Universal Trucking. I'm going to let them know our if they pick up the phone, um, you'll need to let them know that we need something stating that you're no longer with this group so that you can put your, your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let me give you that phone number just in case the call gets dropped along the way, you'll have it, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Uh, let me find it.
[AGENT][NEUTRAL] I got all these papers. OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who is this?
[AGENT][NEUTRAL] So, this is universal trucking.
[AGENT][NEUTRAL] So it's gonna be a brief hold while I transfer you on over to them so that you can let them know what you need because you want to take your policy with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for calling [PII].
[AGENT][POSITIVE] You have a blessed day and thanks for calling APL sir.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] You too.