AccountId: 011433970860
ContactId: 874c937a-c4b9-4ff4-84e9-f73adcf81f16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414459 ms
Total Talk Time (AGENT): 107726 ms
Total Talk Time (CUSTOMER): 94882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/874c937a-c4b9-4ff4-84e9-f73adcf81f16_20250421T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um,
[CUSTOMER][NEUTRAL] Um, OK, so I used to have health insurance with your company for the company that I work for, which is Antech Diagnostics.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I discontinued that coverage, oh God, sometime last year.
[CUSTOMER][NEUTRAL] Uh, but I would like to, uh, re up on that if it is possible.
[AGENT][NEUTRAL] Yeah, uh, give me just a second, um.
[AGENT][NEUTRAL] Just a minute, let me look into this.
[AGENT][NEUTRAL] I know there is an option.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, did you, did you receive a continuation letter from APL by chance?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK, let me get your policy number really quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, you have my card here.
[CUSTOMER][NEUTRAL] It was 020.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 29368.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just have to verify that it's you. Um, what is your date of birth?
[CUSTOMER][NEGATIVE] [PII], unfortunately.
[CUSTOMER][NEUTRAL] Getting old
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Oh, I know we all are. Let's see, uh, what is the mailing address we have on file in the email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The email should be [PII].
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The address is um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK. Can I put you on a brief hold while I look into the group?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, thank you for holding.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like you were employed with Universal Trucking.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is that correct? OK, so.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I cannot um continue your policy. I'll have to transfer you over to UTBA. Is that OK while I put you on a brief hold? I'll call them and then connect you guys.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, will they be able to do anything for me?
[AGENT][NEUTRAL] Uh, they should be able to, um.
[AGENT][NEUTRAL] It tells me to transfer you over to them. So just, just explain to them your situation, um, and then they'll let you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] OK. Yeah, thank you. Just one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group PGBA.
[AGENT][NEUTRAL] Hi, yes, this is [PII] with APL. I have an insured on the line and he's wanting to continue his policy um through you guys. Sorry, his, let me see, his last name is.
[CUSTOMER][NEUTRAL] OK, what's his last name?
[AGENT][NEUTRAL] You go back.
[AGENT][NEUTRAL] It is under, it's [PII].
[CUSTOMER][NEUTRAL] Or social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a social too if that works better.
[CUSTOMER][NEUTRAL] That's OK. What's his first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, well I have 2, so what's the last 4 of his social?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, I will take him. Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, hello can you hear can you hear me OK? I, I, I have you on speaker. Can you hear me OK? Yes sir.