AccountId: 011433970860
ContactId: 6f73806f-57ee-4661-815b-fb5314b4a20b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268459 ms
Total Talk Time (AGENT): 106683 ms
Total Talk Time (CUSTOMER): 98095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6f73806f-57ee-4661-815b-fb5314b4a20b_20250314T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh my name is [PII] and um.
[CUSTOMER][NEUTRAL] Am I calling the right place about my life insurance and medical insurance and all that?
[AGENT][NEUTRAL] Possibly, yes, I can look and see if you have a um policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][POSITIVE] Mhm, take your time.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 02596942
[CUSTOMER][POSITIVE] I hope that's the right one.
[AGENT][NEUTRAL] 02596942.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, here we go. And I just need you to verify your date of birth, mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I do see you have a dental, or critical illness, and a hospital indemnity policy with us.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So are you, are you the ones that that I set it up with, right?
[AGENT][NEUTRAL] Um, let me see who you set it up through. So all of ours are through the employer, so you went to universal trucking for this.
[AGENT][NEUTRAL] What is it that you're trying to figure out?
[CUSTOMER][NEGATIVE] Who do I need to call to cancel it because I was lied to.
[AGENT][NEUTRAL] OK, so that would
[CUSTOMER][NEUTRAL] The guy, the guy, the guy.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEGATIVE] No, I mean, he, he, he lied to me. He said it was gonna be a different price.
[CUSTOMER][NEUTRAL] And now it's $99 a week so.
[AGENT][NEUTRAL] OK, so since all of our
[CUSTOMER][NEUTRAL] I wanna just go ahead, I mean.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Since all of our products are through the employer, um, the cancellation will have to go through the employer as well. Um, I can.
[CUSTOMER][NEUTRAL] Well they told me I needed to contact the the people that have it.
[CUSTOMER][NEUTRAL] Um, my manager told me it was.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] UTBI
[AGENT][NEUTRAL] UTBA, right, that's the same people I'm referring to.
[CUSTOMER][NEGATIVE] And I can't
[CUSTOMER][NEUTRAL] OK, he, he put them on. Do you have, uh, uh, a good phone number for them?
[AGENT][NEUTRAL] Would you
[CUSTOMER][NEGATIVE] Because my employer told me that I have to contact them and then they have to send something to them for them to cancel it.
[AGENT][NEUTRAL] Right, so the number I'm gonna give you is for UCBA. You, um, they're gonna help you with the cancellation and they're going to send us in writing because we have to receive it in writing. The um termination, we'll go ahead and um terminate and then they'll confirm with you um once everything has been completed.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, so hold on one moment. Let me get the phone number for you.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] alrighty thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well, I'm very sorry for your experience. I wish there was more I could do to assist you, but UTBA will definitely um let us know the cancellation and we'll get it handled for you.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII], have a good weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.