AccountId: 011433970860
ContactId: 82bc7f9a-16fd-4d97-9025-8fe0f27c2bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461790 ms
Total Talk Time (AGENT): 191785 ms
Total Talk Time (CUSTOMER): 94048 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/82bc7f9a-16fd-4d97-9025-8fe0f27c2bfe_20250217T15:25_UTC.wav
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[AGENT][POSITIVE] Good excuse me. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm trying to get some information. I just changed um.
[CUSTOMER][NEUTRAL] Jobs basically and I wanted to see whether or not you were affiliated with this new company I'm with.
[AGENT][NEUTRAL] OK, so you're wanting to verify if the new company you're working with does business with APL?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the new company name?
[CUSTOMER][NEUTRAL] Uh, it's called TLD trucking, um, out of Charleston.
[AGENT][NEUTRAL] TLD.
[CUSTOMER][NEUTRAL] Yes, TLD.
[AGENT][NEUTRAL] OK, alright, do you current and you currently have a policy with APL is that correct?
[CUSTOMER][NEUTRAL] Yes, um, I was previously with Wall Street Systems.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you happen to have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm trying to locate it. I have, uh, let's see, I have a critical illness number here.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] OK, you can give me that policy number and I can cross reference.
[CUSTOMER][NEUTRAL] OK, 236.
[CUSTOMER][NEUTRAL] 1934.
[AGENT][NEUTRAL] OK, thank you. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'll need to do first, Mr. [PII], is to verify a few pieces of information with you.
[CUSTOMER][NEUTRAL] Could you, could, OK, could you, could you hold one second? Uh, there's my dispatch. Let me take this real quick. OK, give me a second. Alright.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes sir, I'm still here.
[CUSTOMER][NEUTRAL] OK, sorry about that. I had to take out my.
[AGENT][NEUTRAL] That's OK. Uh, it's OK. I understand. So if you, I'm gonna need to verify just a few things with you, Mr. [PII] for security. So first off, if you'll verify your date of birth.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, thank you. And the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] Thank you. And lastly, your email address.
[CUSTOMER][NEUTRAL] Uh, my name's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So the insurance that you currently have with APL, this is through, you did say Wall Street Systems and Universal Trucking is the enrollment company that you worked with. Now, I was not able to locate a TLD in our system, but
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any enrollment questions, Mr. [PII] will need to go through UTBA or the Universal Trucking Benefits Association. They, that company um that you're now with could be under a different listing, but I can give you their phone number for UTBA and I can also connect you with one of their representatives if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I'll be happy to. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, sir. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have an insured on the line. His name is [PII].
[AGENT][NEUTRAL] And he has been with Wall Street Systems, however, he was calling because he says he's changed employers.
[CUSTOMER][NEUTRAL] Hold on one moment, I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for holding ma'am. uh sorry about that. OK, what was his first and last name?
[AGENT][POSITIVE] That's OK. That's all right.
[AGENT][NEUTRAL] His first name is [PII]. Last name is [PII]. Again, he has been with Wall Street Systems, but he was calling this and says that he is now with a new employer and was wanting to find out if they were, you know, affiliated with APL. He told me the name is [PII] but I don't see that in our system, but he's wanting to, he's got some questions about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a great day if I don't talk to you again.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye.