AccountId: 011433970860
ContactId: a312da38-0917-4115-80b3-9d1a8bd8225f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281049 ms
Total Talk Time (AGENT): 147554 ms
Total Talk Time (CUSTOMER): 73568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a312da38-0917-4115-80b3-9d1a8bd8225f_20250528T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I was told to call you. I was told to call you guys back um to change up my billing.
[CUSTOMER][NEUTRAL] I'm with, uh, TLD out of [PII].
[CUSTOMER][NEUTRAL] And they now offer um insurance to you guys.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] I've had it previously, yeah.
[AGENT][NEUTRAL] OK, so you've had a, you have a policy with us and you're needing to update how you pay your premium, is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, yes, sir, um, what I'll have to do, Mr. [PII] is to pull up your information first and verify some things with you for security to better be able to direct you.
[AGENT][NEUTRAL] On how to go about doing that, OK? So first off, what is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number, Mr. [PII], with APL?
[CUSTOMER][NEGATIVE] No, not off hand. I was supposed to call you guys ever since last week. It keeps slipping my mind.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. So what is your full social security number, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. So first off, um, as I said, I will need to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, 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, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. All right, so I see that this is enrollment came to us through the Universal Trucking Benefits Association.
[AGENT][NEUTRAL] Is that correct? OK, so you will actually need to speak to someone there, Mr. [PII], to update your, how you pay your premiums.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is, yeah.
[AGENT][POSITIVE] And I can give you their phone number and I can also connect you with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have something you can take their number down with?
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And if you would like, I'll be happy to transfer you to them.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, well, is there anything else that I can help you with, Mr. [PII], before I do?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Yes sir, thank you very much. So one moment please and I will get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital TBA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine thank you. So I have an insured on the line who says he's needing to update his payment information with you all um his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have them in the system with Wall Street systems, but I kind of get the impression that maybe that changed.
[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, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.