AccountId: 011433970860
ContactId: 73263bbf-e5fd-4626-823b-5b3903f0e6e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369779 ms
Total Talk Time (AGENT): 200418 ms
Total Talk Time (CUSTOMER): 142860 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/73263bbf-e5fd-4626-823b-5b3903f0e6e4_20250131T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hey sweet [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good. It's Friday, woohoo, and the sun is out. Wow.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I know, right?
[CUSTOMER][POSITIVE] And it's not freezing. Hey, it's a good day.
[AGENT][NEUTRAL] Uh yes, ma'am. What you got for me?
[CUSTOMER][NEUTRAL] I have a provider on the line checking for eligibility um on policy number 10 I'm 1080673 which is to [PII].
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Say it again, one.
[CUSTOMER][NEUTRAL] 108.
[AGENT][NEUTRAL] OK, that's what I was missing.
[CUSTOMER][NEUTRAL] 0673
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And I'm seeing in [PII] that the participant was dropped.
[CUSTOMER][NEUTRAL] But then when I go to PIBFT there's no termination date.
[AGENT][NEUTRAL] Is this UTBA.
[CUSTOMER][NEUTRAL] It's big
[AGENT][NEUTRAL] Is it me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it's not. It's UTBA U R W A is U TBA.
[AGENT][NEUTRAL] I think.
[CUSTOMER][POSITIVE] Oh, that's right, that's right. Uh, I'm so sorry. I'm sorry.
[CUSTOMER][NEUTRAL] I saw the S and and saw, I saw a B.
[CUSTOMER][NEUTRAL] This is URWA.
[AGENT][NEUTRAL] Well, my nieces is not.
[AGENT][NEUTRAL] And I was like, well, yeah, they're not really UTBA. They're, it's hard to explain.
[CUSTOMER][NEUTRAL] I've never seen that before, to be honest with you.
[AGENT][NEUTRAL] Yeah, it's, it's kind of like a subgroup under them. It's not really with them. It's just somehow or another it's an arrangement they have with another trucking company.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Never heard of that.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So I'm seeing on the [PII].
[AGENT][NEUTRAL] It was she be turn him more.
[CUSTOMER][NEUTRAL] Lapsed
[CUSTOMER][NEUTRAL] 12:31.
[AGENT][NEUTRAL] Oh, I know, it's probably because of that other day. Hang on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got a provider on the line. They called in November and when I, uh, to get eligibility when I gave him the term date of [PII], he's saying, well, we called in November and the policy was active. Can you tell me how that can be?
[AGENT][NEGATIVE] If the premiums ain't paid, it gets canceled. That's how that works.
[CUSTOMER][NEUTRAL] I can't tell him that, yeah.
[AGENT][NEUTRAL] But um,
[AGENT][NEGATIVE] It is canceled 101, hang on.
[AGENT][NEUTRAL] So do I need to tell him that's what you're saying?
[CUSTOMER][NEUTRAL] No, I'm just verifying that trying to verify is it actually terminated because there's no termination date in PIBFT or.
[AGENT][NEUTRAL] I'm fixing PI BFT. It does have a term date on one of them, but I guess it, what it did, it took the initial, somehow or another, it's got an initial effective date. And I don't know if somebody was in here trying to do something, but then it has another effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah, it's kind of crazy looking to me.
[AGENT][NEUTRAL] I wonder if he had got change.
[CUSTOMER][NEUTRAL] And I just wanna be able to
[CUSTOMER][POSITIVE] Give him the correct information.
[AGENT][NEUTRAL] Well, the correct information is that yes, it should be termed [PII] because that was the last payment we received. And I'm fixing, trying to fix PI BFT.
[AGENT][NEUTRAL] I'm wondering though.
[CUSTOMER][NEUTRAL] And you say well how come when I called in November?
[CUSTOMER][NEUTRAL] It was still active. I, I can work around all that.
[CUSTOMER][NEUTRAL] And wait a minute, laps on [PII].
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but she, because of what it's paid to is what we go by as far as the term date.
[CUSTOMER][NEUTRAL] A lot.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I am fixing the benefits to show.
[AGENT][NEUTRAL] And I'm taking that other benefit out. I just can't explain how that other benefit got in there. It's crazy looking.
[CUSTOMER][NEUTRAL] It is crazy looking.
[CUSTOMER][NEUTRAL] So they called the [PII] and told the policy was active at the moment.
[AGENT][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] And he's like, oh, when did you receive notification to turn the policy? I don't even know if I can tell them that.
[AGENT][NEGATIVE] You can tell him he can have the insured contact his employer. They'll probably call them. They, they're not even really supposed to call UTBA UTBA don't even get anything on this, really. They just transfer the money over.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] If it's a discrepancy, they'll let us know.
[CUSTOMER][NEUTRAL] They just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But it looks like it was lapsed on [PII] due to nonpayment and that's standard for UTBA. They sometimes go to 2 to 3 months without payment and then the system terminates them.
[CUSTOMER][NEGATIVE] I show makes it hard when they call for eligibility and we give it to them and it ain't that.
[AGENT][NEUTRAL] I think we're supposed to though when it's active it's active we're supposed to, we can't do anything about that premium.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean, that's what we do. I'm just saying in my brain.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know. It doesn't make sense to, but I guess because of the way this group is special.
[CUSTOMER][POSITIVE] We got a lot of them special ones, don't we?
[AGENT][POSITIVE] Girl, this one is ancient special. This one's been special since I got here, so I can tell you all about it.
[CUSTOMER][POSITIVE] It's been special for a long time.
[AGENT][NEUTRAL] Yes, OK, um, but yes, 101 is correct because that's what it's paid to and that was the last premium received and PIBFT is fixed. So if they do call again, it should be OK. And if it's an error, they'll let us know.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You know, I just like to verify everything. I'm sorry.
[AGENT][NEGATIVE] No, don't be sorry. I just wanna make sure. I mean, it would have threw me off within 2 days too, like wetting the and wet in the, and then there's really no notation. I just can't stand that. I don't know why, but anywho, that's not here and there. Have a good day. Let me know if you need anything else.
[CUSTOMER][NEUTRAL] I do, I do, I do.
[CUSTOMER][NEUTRAL] Yeah, me too.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] All right. Thanks, sweetie. You have a great weekend. Take your help. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thanks.
[AGENT][NEUTRAL] Yeah