AccountId: 011433970860
ContactId: 9abb5455-71d2-4417-add8-c6733b0dabb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339730 ms
Total Talk Time (AGENT): 150536 ms
Total Talk Time (CUSTOMER): 172354 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9abb5455-71d2-4417-add8-c6733b0dabb2_20250213T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I do, you know, I had this insurance with you guys and uh recently I have changed, uh, my credit card information, right? And uh I think, I think my bill is not going through. um, can you check it when last time you guys charged me on the card uh that is on file for this uh dental?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can um look at your policies, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And call back number [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] 02441228.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Because you know I'm a little confused. I have two policies in front of me. I don't know. I'm still with you guys or I went with, you know, I have this other one, so I don't know who been charging me. So that's why like, man, when last time you guys charged me will tell me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, who I'm with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir yes sir I can help you with that um I'll just need for security reasons for you to verify your policy. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the email address is my [PII].
[AGENT][POSITIVE] Yes, thank you. I appreciate you verifying your policy for me, [PII]. All right, let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, with this policy.
[AGENT][NEUTRAL] You're paid to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't take your payment from you at our company because you're with Universal Trucking Usher Transport and it's payroll deducted.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, so, uh, when last time it was charged?
[AGENT][NEUTRAL] I can't see that information because it's payroll deducted.
[CUSTOMER][NEUTRAL] So what happened, you know, when I left, yeah, no problem when I left Universal Trucking, they contacted me, right? And I told them I'm not with them and they said, you know what would you like to do? You wanna discontinue? I said, uh, you know, I can, he said, uh, you know whoever I spoke with said like if uh you want to discontinue we can continue with you as an individual.
[AGENT][NEUTRAL] From your paycheck and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you does we just charge you bill you directly, right? And uh so I set it up, you know, my credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For auto payment, so I told them I don't want a life insurance, I don't want a disability insurance, right? I just want the dental coverage, right? And they were OK with that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well I'm showing that you're still with the group and on our end we can only see that you're still with Universal Trucking and that's payroll deducted, but what I can do is transfer you over to them and you can talk to them about your card and see if they have the correct information. I can transfer you to them.
[CUSTOMER][NEUTRAL] It's just.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And can you give me the number too just in case?
[AGENT][NEUTRAL] Yes, just in case we get to connected absolutely it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] One second, one second. [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][POSITIVE] OK, I'm gonna put you on a brief hold while I transfer you over there and you have a blessed day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hi this is [PII] with AP. I have one of our members on the phone, uh, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The last of his social is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] He's on the other line um he called me to tell me that he he he's changed his credit card information for payment and I let him know on our end we see that he's still on group and he's payroll deducted and he needed to talk to somebody he said that he left the company and they gave him the option to pay through uh direct pay and he just needs to speak to somebody that about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can go ahead and send him over.
[AGENT][POSITIVE] OK. Thank you, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.