AccountId: 011433970860
ContactId: a47f3b82-271c-4c87-9340-424086829b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479899 ms
Total Talk Time (AGENT): 177346 ms
Total Talk Time (CUSTOMER): 217097 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a47f3b82-271c-4c87-9340-424086829b42_20250620T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is uh [PII], and I was calling to change a few things uh with my policy please.
[AGENT][NEUTRAL] Alright [PII], um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Looks like it's 023.
[CUSTOMER][NEUTRAL] 65,940
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] Can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Gonna be [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you wanting to change your, what are you wanting to change on your policy?
[CUSTOMER][NEUTRAL] I just wanna keep life insurance if that's possible on on the insurance and drop drop the.
[AGENT][NEUTRAL] OK, you wanna cancel?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And how much would it be just to keep the life?
[AGENT][NEUTRAL] Um, that would
[AGENT][NEUTRAL] Be based on your um you'll have to go over that with your uh with UTBA they'll be able to give you that information.
[AGENT][NEUTRAL] Um, give me just a moment.
[AGENT][NEUTRAL] So you're wanting to cancel your dental, correct?
[CUSTOMER][NEUTRAL] Uh, in medical, medical and deal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like the only one that you have with us right now is uh.
[AGENT][NEUTRAL] The dental and the life insurance, but let me go ahead and get UTBA on the line and then uh you can cancel your policies through them, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So, so, so, so let me ask you this right here, [PII]. You have me canceled now as well, so you canceled the dental?
[AGENT][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] Um, UTBA will cancel the dental.
[CUSTOMER][NEGATIVE] So they would cancel everything pretty much you, you haven't done anything, you haven't canceled anything.
[AGENT][NEUTRAL] Right, right, because you're with UTBA, um, they, they do all of the cancellations, enrollments, and, uh, if you need to change anything, um, so they're the ones who are going to be doing that. And then, uh, based off of that information, they'll either give you the new, your new premium now or they'll wait and uh uh.
[CUSTOMER][NEUTRAL] If
[AGENT][NEUTRAL] See what your new premium will be.
[CUSTOMER][NEUTRAL] OK, and it's called UT it's called what now you?
[AGENT][NEUTRAL] UTBA it's Universal Trucking Benefits association.
[AGENT][NEUTRAL] You have your policies through us but but they're like the the major group over um most trucking companies and so uh they're the ones who cancel those policies.
[CUSTOMER][NEUTRAL] Univers so
[CUSTOMER][NEUTRAL] OK, and what, what's that again? I'm sorry you know is it universal?
[AGENT][NEUTRAL] Yes, Universal Trucking Benefits Association.
[CUSTOMER][NEUTRAL] Association OK.
[AGENT][NEUTRAL] OK and are you ready for me to uh to transfer you?
[CUSTOMER][NEUTRAL] Yes ma'am, can you give me that number too before you transfer me just in case I can just dial him directly.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, it's 18.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] 1877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and give me just one moment, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Universal trucking benefits.
[AGENT][NEUTRAL] Hi, this is [PII] with uh APL. I have a [PII] on the line. He is wanting to cancel, uh, his policies with us. Um, he wants to keep his life insurance, but he wants to cancel his dental. He seems to think he has medical insurance through us, but he doesn't with us, but I, I, I don't know if he'll be able to go over that with you as well, but, um, he wants to
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't, I can't do cancellations it's after, uh, [PII] so the office staff has gone. Is there any way he can call back Monday morning or I can take a message for [PII] to give him a call?
[AGENT][NEUTRAL] Um, sure, you can go ahead and do that. Um, do you need the phone number for him?
[CUSTOMER][NEUTRAL] Well, let me pull him up here. You said his last name is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and [PII] was the first name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see, is he under IMC Logistics?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is that his trucking company did he tell you?
[AGENT][NEUTRAL] I can look at that, uh, it just says Universal Trucking Atlantic Intermodal.
[CUSTOMER][NEUTRAL] Yeah, that's IMCG. We've changed in our system, but that's a part of Atlantic part of that. Yeah, [PII] is his agent. Now he really doesn't even need to speak with his agent, but he may want to first, uh, but is his number [PII]?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, and he, he does want to speak to someone to see what his new premium will be.
[AGENT][NEUTRAL] Um, we're, we're not able to give that, yeah.
[CUSTOMER][POSITIVE] OK, that would definitely be [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, uh, I will actually I'm think I could put you through to [PII]'s voicemail, but I don't know if you, is he on the phone with you right now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can I put him through to [PII]'s voicemail, or do you want me to just give [PII] a message Monday morning?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let let me transfer him to you and if you could just let him know that you're going to transfer him to his his uh to whomever you just mentioned um voicemail is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], I have UTBA on the line and someone will uh talk you through that, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Hey [PII], this, this is [PII]. Uh, our office, the, the, the department that does cancellations and all that, they're already closed. It's after [PII] here, but what I'm gonna do, your agent is [PII]. You definitely need to speak with him and then he can get the, you know, to the right person to get the things canceled. uh, now she was telling me that you needed to know something about a new premium uh, what, what's that regarding?
[CUSTOMER][NEUTRAL] Oh no, I was just, I was just ask her if I decide to keep the life insurance, what would that payment be? and she said y'all will be able to answer all those questions. OK, yeah, the life insurance, it won't increase, uh, that, that part of your plan is 4585 weekly, so, uh, it would, it would stay that on a weekly basis if you canceled everything else.
[CUSTOMER][NEUTRAL] Uh, what I told her what I'm gonna do, [PII]'s already gone for the day. I'm gonna put you through to his voicemail, and he should get it first thing Monday morning and give you a call. Is that OK? Yes sir. That's fine. OK. All right, it's gonna ring just a few times and then now he may pick up. He, I, I think he's gone. It's showing that he's already gone for the day, but if he picks up, that's great.
[CUSTOMER][NEUTRAL] Uh, but if he, if he has gone for the day, just let it ring a few times, leave a voicemail, and, uh, and I'll check with him too when I see him Monday morning, make sure he gives you a call, OK?
[CUSTOMER][NEUTRAL] Alright, thank you, sir. You got it, [PII]. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.