AccountId: 011433970860
ContactId: 96638994-9f93-443e-9d6f-0e32e3a8c258
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475200 ms
Total Talk Time (AGENT): 258872 ms
Total Talk Time (CUSTOMER): 107230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/96638994-9f93-443e-9d6f-0e32e3a8c258_20250514T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], how are you doing?
[AGENT][NEUTRAL] I'm fine, sir. How are you?
[CUSTOMER][POSITIVE] Doing pretty good doing pretty good, um.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I was calling to check on the status of my, um,
[CUSTOMER][NEUTRAL] Universal trucking benefit.
[AGENT][NEUTRAL] OK, to see, to see if you've been enrolled.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, I know I've been enrolled, but I'm no longer with the company, so I'm trying to see if I'm, if I still have the coverage.
[AGENT][NEUTRAL] OK. All right. Do you have a policy number for me, and I can help you with that.
[CUSTOMER][NEUTRAL] Um, I'm looking at a member number, is that it?
[AGENT][NEUTRAL] No, sir. It would say maybe policy.
[CUSTOMER][NEUTRAL] I'm holding the card in my hand.
[AGENT][NEUTRAL] It might say policy certificate.
[AGENT][NEUTRAL] All right. Can I, can I have your name, please? Let's see if I can find you that way.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you, Mr. [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] I have a group number. Would that be it?
[AGENT][NEUTRAL] Does it say 20,000?
[CUSTOMER][NEUTRAL] Yeah, APL 20,000, yes.
[AGENT][NEUTRAL] No, sir. I would actually need more of the, the policy certificate number. Um.
[AGENT][NEUTRAL] Because that right there is just a, that's a number that represents all of the, the groups under Universal Trucking.
[CUSTOMER][NEUTRAL] OK, what group affiliate be it it's 5 numbers.
[AGENT][NEUTRAL] Uh, I don't.
[CUSTOMER][NEUTRAL] I'm just reading what's not what I'm looking at on the card.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. Let me see. I might be able to find you in just a moment here.
[AGENT][NEUTRAL] We'll do a quick verification.
[AGENT][NEUTRAL] And we'll go from there. What needs to be done. OK. Oh, there's a lot of calls. So, Mr. [PII], what are the last four digits of your social, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wow, that mean to [PII]. I need to change my name.
[AGENT][NEUTRAL] That's a lot.
[AGENT][POSITIVE] Oh wow, oh my goodness, let's.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I think I may have found you, Mr. [PII]. OK. I'm just gonna pull up one of the policies. We'll do a quick verification, and then we can go from there. So, Mr. [PII], may we verify your date of birth and then your address, please, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And it looks like you're calling from the number that we have on file. [PII]. All right. So let's take a look at what you have with us, Mr. [PII], and thank you for verifying that information with, with me. OK. So it looks like you had a dental policy and a group hospital and dignity policy with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and they have both been termed since [PII].
[AGENT][NEUTRAL] And I will tell you that Universal Trucking has many providers outside of APL. So, what I can do is place you through to Universal Trucking, and they can better assist you to see if you have any benefits that um may still, that, you know, that may still be open or, or that, you know, that you may still have, and then they can assist you with something else if you need it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, maybe assist me with something else.
[AGENT][NEUTRAL] Would you
[AGENT][NEUTRAL] OK. Um, would you like their number before I transfer you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh hold on a second, let me get something there right.
[CUSTOMER][NEGATIVE] You know, it's only junk when you can't find what you're looking for, right?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my good, that's good.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so, uh, that number is going to be 1-800.
[AGENT][NEUTRAL] 49, yes, sir, 1800, 497.
[CUSTOMER][NEUTRAL] 1800.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the number to where?
[AGENT][NEUTRAL] To Universal Trucking, they are your brokers and they would be able to assist you with anything, you know, any kind of enrollments, changes, anything, because they have different providers outside of just APL.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right. So, Mr. [PII], I am gonna place you through to APL to APL to UTBA now, before I do, sir, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I, I think you've done well for me.
[AGENT][POSITIVE] All right. Well, thank you for calling APL, sir, and you have a fantastic day. Give me just a moment while I transfer you, transfer you to, to Universal Trucking. One moment here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] My phone's not going to act right. It has me all over the place. Oh my goodness. I think it's the operator, not the phone.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, let's try it again.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[AGENT][POSITIVE] Oh goodness. Oh, it's.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[AGENT][NEUTRAL] OK, Mr. [PII], I think they're gone for the day cause it would be after [PII] at their time, Eastern time, but I can place you back through and you can leave a voice message if you like.
[CUSTOMER][NEUTRAL] No, uh, I'll just try this number you gave me tomorrow morning.
[AGENT][POSITIVE] OK, wonderful. All right, well, again, thank you for calling APL sir, you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thanks for your help.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.