AccountId: 011433970860
ContactId: 6154a54a-1705-4f3e-aba2-c7dcbd4f56ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458769 ms
Total Talk Time (AGENT): 204274 ms
Total Talk Time (CUSTOMER): 193650 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6154a54a-1705-4f3e-aba2-c7dcbd4f56ff_20250210T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] I have a question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I used to work for a trucking company and I quit about a month ago with them.
[CUSTOMER][NEUTRAL] And uh the agent that sold me the insurance policy, he said I could transfer it so I could pay it on my own.
[CUSTOMER][NEUTRAL] And I'm trying to figure out how do I do that or.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Mr. [PII]. Do you have your APL policy number available?
[CUSTOMER][NEUTRAL] Yes, I got it's uh APL or AP something.
[CUSTOMER][NEUTRAL] 200
[CUSTOMER][NEUTRAL] There's a group number.
[AGENT][NEUTRAL] And an ID number or certificate number?
[CUSTOMER][NEUTRAL] Uh, says, uh, group affiliated, would that be it or?
[AGENT][NEUTRAL] Do you see an ID number or policy cert number?
[CUSTOMER][NEUTRAL] That's what I'm looking at.
[AGENT][NEUTRAL] Do you have your car? I'll tell you what.
[CUSTOMER][NEUTRAL] Let's see this member's number mem I got that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] 024
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02475325?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 75325.
[CUSTOMER][NEUTRAL] 75325 are the last 5 numbers.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] All right thank you I appreciate.
[CUSTOMER][NEUTRAL] At least I was lucky
[AGENT][POSITIVE] You just that good.
[CUSTOMER][NEUTRAL] I was lucky. I found it. I was afraid I was, I wasn't able to see it as little as it is.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, we would have, we would have worked around that. We would figured out some way to find you. Can you verify your current mailing address and phone and um I'm sorry.
[CUSTOMER][NEUTRAL] Hopefully
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What was your mailing address? We may have something different.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we have that different. We have an Irish glen trail.
[CUSTOMER][NEUTRAL] That's my daughter's
[CUSTOMER][NEUTRAL] We had a savage send over there because I wasn't getting home and it was the closest place I could go to.
[AGENT][NEUTRAL] OK, do you need me to update that address for you?
[CUSTOMER][NEUTRAL] Yes please it's a [PII] address.
[AGENT][POSITIVE] I'll be happy to do that.
[AGENT][NEUTRAL] OK, give that to me one more time.
[CUSTOMER][NEUTRAL] Because I was running [PII].
[CUSTOMER][NEUTRAL] OK, uh, address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now how do you spell that? is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] I can't even remember which one we put on it.
[AGENT][NEUTRAL] Looks like a [PII] address.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify the address that I've updated, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and while while I'm in here, let's go ahead and verify your phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, that's what we have.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Well, at least I'm still in the system. I'm afraid I will be out of it by now.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] All right. Well, I have updated that address for you.
[AGENT][NEUTRAL] And what we need to do if you want to continue this policy on your own, we will need to get you to Universal Trucking benefits department for them to set that up for you.
[CUSTOMER][NEUTRAL] OK, and because I'm gonna have to because, uh, that's the company I work for, we weren't getting paid. I went 4 months and uh for 3 paychecks, so LTI was out of the picture.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hm. Yeah, well, let me, what I, yeah, you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Yeah, let's get you to them so we can get you set up and let me give you.
[CUSTOMER][NEUTRAL] I need to be set up because I gotta go to the doctor tomorrow.
[AGENT][NEUTRAL] All right, well let me get you to them, but let me give you their phone number just in case something happens and the call disconnects or something.
[CUSTOMER][NEUTRAL] OK, let me get a pen real quick. That always happens with me. The calls are always disconnected.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, that's why I wanna make sure you get that phone number.
[CUSTOMER][NEUTRAL] OK, what do we got?
[CUSTOMER][NEUTRAL] OK, what do we got the phone number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] Mhm. 472.
[CUSTOMER][NEUTRAL] 472
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it
[AGENT][POSITIVE] All right, and I'm gonna get someone to, I know you did better than I normally do.
[CUSTOMER][NEUTRAL] At least I was able to find a pen.
[CUSTOMER][NEUTRAL] I've got so much clutter you wouldn't believe.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] At the moment.
[AGENT][NEUTRAL] Yeah. Well.
[CUSTOMER][NEUTRAL] Yeah, because I'm working for another trucking company we work rerunning day and night and uh I forget where I put things.
[AGENT][NEUTRAL] I understand that and that's if you, but to me if it's all in one spot, even if it's loaded, I can usually find something.
[CUSTOMER][NEGATIVE] I usually can too, but when I'm running day and night, it don't do very well.
[AGENT][NEUTRAL] Oh, that's true. You're too tired to find anything, aren't you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, let me get you to a representative that can assist you. It's been such a pleasure to assist you, Mr. [PII]. Thank you for calling APL. One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] And thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[AGENT][POSITIVE] Well good happy Monday this is [PII] with APL.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hi, I have a [PII] on the line and he's calling regarding COBRA coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and the last name is [PII].
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] OK, you said the first name was [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] He's with um LTI Truck Services. All right, let me get him on the line. Hope you have a great day. Thank you.
[CUSTOMER][NEUTRAL] OK, you can put him through.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Mr. [PII], I have um UTBA on the line. They're going to assist you further. Have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] You hear the same thank you. Hello.
[CUSTOMER][NEUTRAL] Hello. OK, she said that you're wanting Cobra. The insurance that you have with us is a limited medical plan. There isn't COA, but.
[CUSTOMER][NEUTRAL] Um, if you've left the company, which I see that you were termed, did you leave LTI?