AccountId: 011433970860
ContactId: 8c47b79c-18b2-413b-90cb-d99dbe76dca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250429 ms
Total Talk Time (AGENT): 99451 ms
Total Talk Time (CUSTOMER): 108186 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8c47b79c-18b2-413b-90cb-d99dbe76dca9_20250423T12:19_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling. I do have my husband available. Um, we are needing to, um, drop my.
[CUSTOMER][NEUTRAL] His daughter from the dental insurance because she currently now has um a new insurance that takes priority over the insurance he has.
[AGENT][NEUTRAL] Is your husband a policy holder?
[CUSTOMER][NEUTRAL] He is, yes, ma'am.
[AGENT][NEUTRAL] If I can speak with him please.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good morning. Can I get your name, sir?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII], do you have your policy number handy?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is 01907688.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And can you verify your date of birth, your mailing address and email for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now I do show a PO box on file.
[CUSTOMER][NEUTRAL] I no longer have that.
[AGENT][NEUTRAL] OK, so we can update your address and if you don't mind, can you give me that again so I can add it to the system?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And it's water, give me the, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one word like thank you, I got that and it's my understanding that you're wanting to remove a dependent from the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, um, yes, ma'am.
[AGENT][NEUTRAL] And which dependent?
[CUSTOMER][NEUTRAL] It's a B for uh [PII].
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so this is an employer group um I know that you're an individual independent trucker, but because it's set up like under a group plan, the uh removal have to be done by your group. So you'll need to reach out to UTBA and then they'll send us the information to turn the um dependent.
[CUSTOMER][NEUTRAL] And is there a number for them?
[AGENT][NEUTRAL] I do and I can transfer you as well. Let me see, you're ready for it to take the number down?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] E as in Nail.
[AGENT][NEUTRAL] OK, so that number is 877.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK, uh hold.
[AGENT][POSITIVE] OK, I can get you transferred over and then they'll be able to take care of you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] That, that's it.
[AGENT][POSITIVE] OK, Mr. uh, [PII], thank you for calling APL. Have a good day and we'll get you transferred. One moment.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling UTBA.
[AGENT][NEUTRAL] Good morning. This is [PII] with American Public Life. How are you?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you?
[AGENT][NEUTRAL] Yeah, I have uh [PII]. He's wanting to remove a dependent from his plan.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] You're ready?
[CUSTOMER][POSITIVE] You can, yes ma'am, send him over. Thank you. Uh huh you too.
[AGENT][POSITIVE] OK, thank you. Have a good day. Bye bye.