AccountId: 011433970860
ContactId: 95202146-4974-471c-b440-080171c609f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397100 ms
Total Talk Time (AGENT): 202599 ms
Total Talk Time (CUSTOMER): 73825 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/95202146-4974-471c-b440-080171c609f3_20250520T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey there [PII] how you doing?
[AGENT][POSITIVE] I'm great. How are you today?
[CUSTOMER][NEUTRAL] I'm alright. Yeah, I was calling about my uh.
[AGENT][POSITIVE] Oh good. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling about my uh insurance billing.
[AGENT][NEUTRAL] You have a question on your bill, is that correct?
[AGENT][NEUTRAL] Your premium?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, because, uh,
[CUSTOMER][NEGATIVE] I, I noticed that it hadn't been coming out.
[CUSTOMER][NEUTRAL] So I'm trying to see where there's a problem with.
[CUSTOMER][NEUTRAL] Uh, an issue going on.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can take a look at the um at your information and try and help you and if I'm not able to help you fully, I can get you connected with someone who can. So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] 02589632.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will have to verify your information for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. 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 that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], so I can see that this coverage that you have with APL is through uh Universal trucking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you know the UTBA or Universal. Trucking is the company that would you would need to speak to regarding your premium deduction.
[CUSTOMER][NEUTRAL] I barely can't hear you, like you away from the phone.
[AGENT][NEUTRAL] Yes, I'm
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Are you, can you hear me? Because I'm.
[CUSTOMER][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Yeah, I can hear you now.
[AGENT][NEUTRAL] OK, so the universal Trucking Benefits association is actually who you will need to speak to regarding your premium payments.
[AGENT][NEUTRAL] I can give you their phone number, Mr. [PII], and I can also connect you with one of their representatives, but just in case we get disconnected, you could call them directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] So just let me know when you're ready and I'll be happy to give that to you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Hold on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] And would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll be happy to do that and then also Mr. [PII], I have emailed you the user guide for our portal here at APL called the online service center and if you set up your profile in the portal that will give you access to your ID cards and also your policy information for the policies that you have with APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and that email that you're gonna receive from me, well actually you should probably already have it is from [PII].
[AGENT][NEUTRAL] And I did put APL in your subject line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so would you like for me to transfer you over to UTBA?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. Is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope that you have a great day.
[CUSTOMER][NEUTRAL] Alright, likewise.
[AGENT][POSITIVE] Thank you so much. So one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Capital Group TBA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have an insured on the line who says that he has not seen his premium being deducted. His name is [PII].
[AGENT][NEUTRAL] And the last four of his social [PII] is [PII], and he's under Universal Trucking CC in the system for us.
[CUSTOMER][NEUTRAL] OK, 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.
[CUSTOMER][POSITIVE] Thank you. I hope you're the same.
[AGENT][POSITIVE] Thank you very much. So here comes Mr. [PII].