AccountId: 011433970860
ContactId: 5b13ec2f-57f7-4972-899d-0b67b79f164a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297220 ms
Total Talk Time (AGENT): 108331 ms
Total Talk Time (CUSTOMER): 150988 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/5b13ec2f-57f7-4972-899d-0b67b79f164a_20250407T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. How are you doing this morning?
[AGENT][POSITIVE] I'm good. How about you, Mr. [PII]?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, I was just wanting to go over some uh verified, uh, um, some of my benefits that I have with you. I was trying to see, I don't know if I ever enrolled in a life insurance. I'm not really sure.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can check and see what policy you have with us, Mr. [PII]. May I have a callback number? All right. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, check the policy.
[CUSTOMER][NEUTRAL] Absolutely it is area code [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have any of the policy numbers with us?
[CUSTOMER][POSITIVE] Um, I have actually, I got a help, uh, let's see, let me pull this one, I think this is a help.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Making sure yeah, I got a group hospital.
[AGENT][NEUTRAL] OK, let me try that. Mhm, yes.
[CUSTOMER][NEUTRAL] Would that be OK?
[CUSTOMER][NEUTRAL] Alright, uh, you need the policy numbers. Uh, it's 02319130.
[AGENT][NEUTRAL] All right. Thank you. And uh for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. The mailing address is [PII], and email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm perfect. Thank you, Mr. [PII]. All right, let's see. So you have a do do have a dental and a hospital indemnity and you do have a life. Yes, so you have the three of them. You have a life insurance, hospital indemnity, and a dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With us.
[CUSTOMER][NEUTRAL] OK, how much is that life insurance? I couldn't remember. I'm actually on the road. I'm, uh, in my truck, but I'm parked though, so that's I'm on the Bluetooth, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Let me check and see how much is that. So you need to know how much is the benefit for, correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yes, how much is, uh, uh, up to and then how much I pay a month? I think it's all tied in together with my dental and health.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, for the premium, we don't have that information because you got this through universal trucking, but I can tell you your benefits, OK?
[CUSTOMER][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see, so it looks like with this one, you have a um life policy of 20,000.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, good, good, good. I just wanted to make sure cause I couldn't remember. I think now do I have life insurance? I just couldn't quite remember, so yes, yes, yes, yes, yes, yes. OK, yeah, but that's what I needed to know, um, and it's a $20,000 coverage cause I think all three together, I pay like $120 maybe altogether for all three. I'm not really sure. I couldn't remember.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, I'm not really sure because it's universal trucking, so we don't handle the premium here. Yeah. Do you need me to transfer you over to them so you can get that information?
[CUSTOMER][NEUTRAL] It's 118 19 yeah yeah.
[CUSTOMER][NEUTRAL] Yeah, it's Universal Trucking.
[CUSTOMER][POSITIVE] Yes, absolutely. OK.
[CUSTOMER][NEUTRAL] No, no, no, no, cause, um, well, I, yes, yes, yeah, that'll be fine cause I just wanna make sure, sure. Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, sure. Yes. Let me go ahead and transfer you. Is there anything else I'm gonna help you with today before I transfer you, Mr. [PII]?
[CUSTOMER][POSITIVE] That'll be all for today and thank you for your help.
[AGENT][NEUTRAL] You're welcome and thank you for calling APL. One moment while I transfer you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[CUSTOMER][POSITIVE] Hey this is [PII] how are you doing today? Hey, I'm good how are you?
[CUSTOMER][NEUTRAL] Yes, I just wanna check on my life insurance policy and uh see what that amount is. I'm thinking I pay $120 a month for all three for dental health and life insurance. I just wanna make sure so.
[CUSTOMER][NEUTRAL] What's your first and last name again?
[CUSTOMER][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on. Mhm.
[CUSTOMER][NEUTRAL] Yes, you have, hold on one second. Let me make sure.