AccountId: 011433970860
ContactId: 8ceda86b-01c6-4809-a32c-7f6e608603d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1381839 ms
Total Talk Time (AGENT): 632609 ms
Total Talk Time (CUSTOMER): 617946 ms
Interruptions: 12
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8ceda86b-01c6-4809-a32c-7f6e608603d1_20250414T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK, yes ma'am. I was calling. I needed to get some information that I'm unclear about with, with my policy here, um, as far as what what exactly I have, uh, my premiums because I'm seeing something that it's going through my company that I'm leased to, um, my name is [PII], by the way, you know, so what information would you need to look up everything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], uh, 1st may I get your callback number just in case the call gets dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK, um, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number OK 15996.
[AGENT][NEUTRAL] 15996.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you see an inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] Um, I do see a certificate number.
[AGENT][NEUTRAL] May I have that, please?
[CUSTOMER][NEUTRAL] It's 022.
[CUSTOMER][NEUTRAL] OK, 022.
[CUSTOMER][NEUTRAL] 52554.
[AGENT][NEUTRAL] OK, thank you so much. And you're just really just needing to know what your benefits are on your policy. Is that correct?
[CUSTOMER][NEUTRAL] I need to know exactly that and like.
[CUSTOMER][NEUTRAL] What my premiums are because it's being uh.
[CUSTOMER][NEUTRAL] Settlement deducted from the company that I'm working with.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] And I'm trying to see exactly what is all that because it's not adding up for me.
[AGENT][NEUTRAL] OK. All right. Well, first, let's go ahead and verify your policy. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address is [PII], that's [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And the phone number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You want the phone number next? Phone number is [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then one last little bit of information. May I get your email address?
[CUSTOMER][NEUTRAL] Yes ma'am, that'll be the letter [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. OK, so on this policy, this is your group term life policy.
[AGENT][NEUTRAL] Uh, let's look at your premium first, gonna be just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] You're paying $144.84 on your policy.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 184 is that.
[AGENT][NEUTRAL] 14484.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that uh is that a monthly premium or biweekly or weekly?
[AGENT][NEUTRAL] Let me check
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it looks like.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Biweekly.
[AGENT][NEUTRAL] And your benefit amount, and this is just to verify your benefits, it's not a guarantee of payment, your benefit amount is $150,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that's that policy.
[AGENT][NEUTRAL] And then you have a group accident policy.
[AGENT][NEUTRAL] That policy is, yes, sir. So if you're ever in an accident, you have accident insurance.
[CUSTOMER][NEUTRAL] A group accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is also biweekly and the premium is $56.86.
[CUSTOMER][NEUTRAL] 5686.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that's biweekly as well.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, just bear with me here. I'm trying to get all this information here as we go along.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, um, this accident, and what is the benefits on that?
[AGENT][NEUTRAL] On your accident policy, you have um emergency treatment benefits. Let me pull up your, I'm gonna pull up your policy real quick and read that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I'll be just a second while the computer pulls it in for us.
[CUSTOMER][POSITIVE] No problem, I'm patient, no problem.
[CUSTOMER][POSITIVE] No problem at all.
[AGENT][POSITIVE] Well, thank you for being patient with me. I appreciate it.
[CUSTOMER][NEUTRAL] Yes, look, I had to learn that though.
[AGENT][NEUTRAL] Uh, but it's hard to learn.
[CUSTOMER][NEUTRAL] Yeah, I had to learn to be patient. My dad.
[CUSTOMER][NEUTRAL] Look, my dad used to him just keep living. You, you'll figure it out.
[AGENT][NEUTRAL] That's true.
[AGENT][NEUTRAL] And you figure it out one way or the hard way or the easy way. It depends on you, right?
[CUSTOMER][POSITIVE] Oh, there you go, absolutely.
[AGENT][NEUTRAL] OK, so on your accident plan, and again, this is just to verify your benefits, it's not a guarantee of payment. You have an initial treatment within 72 hours of the covered accident. You have an emergency room benefit that pays $750 a physician's office benefit that pays $250.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then treatment after 72 hours, but within 30 days after the accident, it pays $125.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you have follow up.
[CUSTOMER][NEUTRAL] OK, those are those benefits if I have to.
[AGENT][NEUTRAL] Yes, if you get in an accident. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Accident, oh, so that pays to me.
[AGENT][NEUTRAL] If you're the one that files the claim. Now, if the um facility that you go to the hospital or whatever that you go to files the claim, then they get the benefit.
[CUSTOMER][NEUTRAL] Oh, so I have to file my claims on if I have to have any of those services.
[AGENT][NEUTRAL] Right. Right.
[CUSTOMER][NEUTRAL] In a in the event of an accident, I'm just trying to get an understanding, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, it has a follow-up treatment. If you're in an accident and you have to come back for a follow-up visit, it pays $125.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It pays for any major diagnostic screenings, um, $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it's a tooth or something like that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll pay for crowns and extractions. Crowns are $375 and extractions is $125 if you like.
[AGENT][NEGATIVE] Get in an accident and you hurt your tooth, right. Um, X-ray pays $125.
[CUSTOMER][NEUTRAL] File a claim.
[CUSTOMER][POSITIVE] Oh, OK, got you, got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a hospital admission per admission.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Pays 1000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hospital
[AGENT][NEUTRAL] Confinement, that's 18 hours or more per day pays $200.
[AGENT][NEUTRAL] If you have to go, yes.
[CUSTOMER][NEUTRAL] Per day?
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] Pays $200. If you have to go um into intensive care per day, it pays $400 up to 15 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if they give you, if they wanna keep you in the hospital, but then you have to like step down because you're getting better, um, step-down confinement up to 15 days is $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, rehabilitation.
[AGENT][NEUTRAL] Confinement per day is $100 up to 90 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then physical occupational and speech therapy, if you need to go through that is $50.08 visits per covered per per covered accident, so 8 visits per accident.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] And then it breaks it down to like injuries if you, uh, it breaks it down to hips, skull, leg, vertebrae, face, ribs, hands, foot, fingers, toes, chips, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] Yeah, it breaks it down for you.
[AGENT][NEUTRAL] If it's, whether it's an open, an open wound or a closed wound. It depends on if it's open or closed. Um.
[CUSTOMER][NEUTRAL] Yeah, I see. OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's a, there's a lot of benefits on here, but what do you, are you signed up on our online service center?
[CUSTOMER][NEUTRAL] No, I'm not, um, I got the policy here and I think I just found the page that you were coming from. It says schedule benefits, and I, I think I see where you saw those reductions right there open reduction and close. I just saw that like it says hip 1500 that's open, OK.
[AGENT][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] Yes, that
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, I can read all that to you if you would, if you would like for me to. OK.
[CUSTOMER][NEUTRAL] So I kind of it's got a few pages.
[CUSTOMER][NEUTRAL] No, you, you don't have to, no.
[CUSTOMER][NEUTRAL] No, I, I think I got an understanding on that now.
[AGENT][NEUTRAL] I was gonna say I can, we'll be here a minute, but I don't mind doing it for you.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][POSITIVE] Oh, I really appreciate that. OK. Um.
[CUSTOMER][NEUTRAL] Um, the next thing was, OK.
[CUSTOMER][NEUTRAL] I kinda understand. I went to the next few pages and it says catastrophic loss, individual and dismember individual, accidental death, and I see all of that.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] Excuse me, I'm so sorry.
[AGENT][NEUTRAL] And like burns, if you see that burn section, that burn section is really detailed. Um, you have to have percentage of the body surface depending on, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, I saw that.
[CUSTOMER][NEUTRAL] I'm looking at
[CUSTOMER][NEUTRAL] Right, skin grafts and ruptured. I see all of that, yes ma'am. I'll be able to read over that, so I kinda got an idea on that, and that's all covered under my accident policy, my group accident policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And the term life, in the group term life is just simply um.
[CUSTOMER][NEUTRAL] Um, death benefits on a term, uh, basis, on a term basis, OK, um.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I was looking
[CUSTOMER][NEUTRAL] Under that group term life, if you have to switch, I have no problem. I just gotta ask a few questions on how that works, um.
[AGENT][NEUTRAL] OK, let me get into the um.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Let me get into real quick so I can see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put my notes in this one real quick.
[CUSTOMER][POSITIVE] OK, thank you so much, no problem.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm back over at the group Term Life Insurance.
[CUSTOMER][NEUTRAL] OK, and I just switched to the page where it says uh.
[CUSTOMER][NEUTRAL] Schedule of benefits. I just wanna get an understanding here where it says member member is me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it says it pay benefit amount is 150,000 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And that pays to my beneficiary if something was to happen to me.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. That, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is that the same, will it be linked as if something happened to me in an accident? It's the same benefit ma'am?
[AGENT][NEUTRAL] Right, if something were to happen to you in an accident, it would be the same benefit amount um for your group term life and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, if you happen to pass away.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It that is
[CUSTOMER][NEUTRAL] Alright, and that'll be paid out to my beneficiary.
[AGENT][NEUTRAL] Right, and then your spouse, do you see that part where it says spouse, your spouse has a $50,000 life insurance and then your children have $10,000.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and that's the term for 20 years I think I saw 20 year term, right?
[AGENT][POSITIVE] Yes. Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And expiry date [PII]. OK, and I understand that.
[CUSTOMER][NEUTRAL] Uh, accidental death, no, that's not on there, OK.
[CUSTOMER][NEUTRAL] Alright, so 150,000 and my premium is 14484, alright, and that's biweekly, so that's actually 388, about 389.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, a month.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I'm just because I, I, I didn't get a full.
[CUSTOMER][NEUTRAL] Understand and that's why so let me call and check on this to make sure I understand.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Cause me and my wife were discussing it cause I did it by myself. We didn't do it together, so she's asking questions. I'm like, I can't explain.
[CUSTOMER][NEUTRAL] So it's 289 $68 a month.
[AGENT][NEUTRAL] But when you get finished with this call, you'll get to.
[AGENT][NEUTRAL] When you get finished with this call, you can go back and tell her all about it.
[CUSTOMER][POSITIVE] Yeah, I'll be able to hey hey.
[CUSTOMER][NEUTRAL] Absolutely, let's see, that's 28968.
[CUSTOMER][NEUTRAL] And you have
[CUSTOMER][NEUTRAL] Uh 5686.
[CUSTOMER][NEUTRAL] That's biweekly as well for my my um.
[AGENT][NEUTRAL] Accident, yes.
[CUSTOMER][NEUTRAL] Accident policy.
[CUSTOMER][NEUTRAL] So when it comes to OK 11372.
[CUSTOMER][NEUTRAL] So about 400.
[AGENT][NEUTRAL] So is that matching up with what is coming out of your check?
[CUSTOMER][NEUTRAL] And 3.
[AGENT][NEUTRAL] I know that was one of your concerns.
[CUSTOMER][NEUTRAL] No, ma'am, um, that's what.
[CUSTOMER][NEGATIVE] That's my main concern because it just I don't because when I called the company I I need to have my ducks lined up to so that they can be explained so I'm getting a total of 4 340.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And that's biweekly, but they're taking.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 16509 a week.
[CUSTOMER][NEGATIVE] And that's not adding up for me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So they're doing weekly?
[AGENT][NEUTRAL] Benefits
[CUSTOMER][NEUTRAL] Yeah, they're taking it out. Yeah, they, they're.
[AGENT][NEUTRAL] And you can call them.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And they gonna be able to explain it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, because I don't understand what that is, yeah, so I'll call them and find out.
[AGENT][NEUTRAL] Yes, you can have them break it down for you how they're deducted uh from your paycheck.
[CUSTOMER][POSITIVE] Right, because see, if you look at 16509 uh weekly, that's a nice little piece of change that I could be probably.
[CUSTOMER][NEUTRAL] Doing something else with as far as benefits wise.
[CUSTOMER][NEUTRAL] You know, because that, that comes out to almost $700 a month.
[CUSTOMER][POSITIVE] That's $300 difference, so I'm gonna check that out, but I really appreciate your time and your assistance for kind of getting me up to date on things and.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, it's no problem. Yes, it's no problem at all.
[CUSTOMER][POSITIVE] And explaining my benefits. That means a good.
[AGENT][NEUTRAL] You're very welcome, and you'll see on your um
[AGENT][NEUTRAL] On your policies that you were looking at, there's also a page on there that um shows you what your premiums are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know what, I think I, I just found the one on the term like a 144. It's got 85 on here so it's 1 penny, so that's, that's not a big difference, but I didn't see the other one for my actual, you know.
[CUSTOMER][NEUTRAL] Let's see here, see if it comes up.
[AGENT][NEUTRAL] It should be like at the beginning of it after the.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's saying the total monthly premium 6159, so it went down a little bit I guess.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I guess that's it.
[CUSTOMER][NEUTRAL] And they went down just a hair.
[CUSTOMER][NEUTRAL] I just got it broke down at annual semi annual.
[CUSTOMER][NEUTRAL] Quarterly and monthly.
[CUSTOMER][NEUTRAL] That's the way it's broken down, special model, OK, um.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Do you see on there where it says Universal truck and highway?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's on the same the ticket certificate number and it's saying.
[CUSTOMER][NEUTRAL] Policy effective date [PII].
[AGENT][NEUTRAL] That's the day your policy star[PII].
[CUSTOMER][NEUTRAL] And certificate that the death.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you're when you first originally signed up it was uh [PII] on your group term life.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And and then when you first signed up for your accident policy, that effective date is also [PII]. So that's the first day that your policy became effective.
[CUSTOMER][NEUTRAL] All affected. I mean, I got two different years here. That's what I was saying what.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't remember doing anything in [PII], I guess, mm.
[CUSTOMER][NEUTRAL] That's a 9 year difference.
[AGENT][NEUTRAL] [PII] may have been when you started employment maybe.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] No, no, I started with this company in [PII], that's when I started with this company.
[AGENT][NEUTRAL] OK. And your policy.
[CUSTOMER][NEUTRAL] That's why I was, yeah.
[AGENT][NEUTRAL] Did like your application came in in [PII] and then the policy was actually started on [PII].
[CUSTOMER][NEUTRAL] Right, I got that part, but I'm saying.
[CUSTOMER][NEUTRAL] It's saying effective date of [PII]. Is there may be a character error?
[AGENT][NEUTRAL] You may did you switch companies?
[AGENT][NEUTRAL] Were you with Universal Trucking and then you switched to a different company under Universal Trucking?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't remember.
[CUSTOMER][NEUTRAL] Mm, unless it was with my uh.
[AGENT][NEUTRAL] Cause that happens sometimes.
[CUSTOMER][NEUTRAL] Well, maybe that's it, but does that that make a big difference there? Because I don't remember it.
[AGENT][NEUTRAL] Well, what it, what it does is, is it's still, as long as you were with Universal Trucking.
[AGENT][NEUTRAL] Even if you switch transportation companies, we'll still honor the first original date that you started with Universal Trucking.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] So that you don't have that waiting period. Some things have a waiting period and you won't have that waiting period because you were with them according to that since [PII]. So we wouldn't go back and make you wait all over again.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's
[CUSTOMER][NEUTRAL] So that was the accident, I mean the the other the group accident policy, right?
[AGENT][NEUTRAL] I'm showing that it started on [PII].
[CUSTOMER][NEUTRAL] That's the original date.
[AGENT][NEUTRAL] The group accident.
[CUSTOMER][NEUTRAL] Oh, that's what you're showing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, I don't know where the [PII] came from. We have no idea.
[AGENT][NEUTRAL] You can ask you if you need to speak to them. I can transfer you to them and you can ask them where that [PII] came from.
[CUSTOMER][POSITIVE] OK, that'll be fine and uh I can move forward from there, yes ma'am.
[AGENT][NEUTRAL] If you want
[AGENT][NEUTRAL] OK, and I can't, I can't see stuff like that, otherwise I'd help you with it, but I, I can't see it.
[CUSTOMER][NEUTRAL] That'll be fine.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] OK, got you, yeah, transfer me and I'll find out while I got someone on the phone.
[AGENT][NEUTRAL] OK alright let me give you the phone number just in case the call gets dropped while I'm transferring you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, and this would be universal?
[AGENT][NEUTRAL] Yeah, Universal Trucking.
[AGENT][NEUTRAL] Let me give you that phone number real quick. Let me find that phone number so I can transfer you to. OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No problem, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and I just need to ask them about the policy effective date, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, tell them we're showing it's [PII], but you're seeing [PII] or [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] OK, as an effective day, then I got a certificate date, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. I'm gonna, you're welcome, [PII]. Is there anything else I can help you with before we transfer you on over?
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No ma'am, you've been helpful enough. I mean I really gotta understand it now and I know what's going on so I'll be able to call my my company. OK, thank you so much.
[AGENT][POSITIVE] Well, good.
[AGENT][POSITIVE] All right. You're welcome and you be safe on the road and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][NEUTRAL] Bye bye, sir.