AccountId: 011433970860
ContactId: a6cddd67-2b99-4ba0-83c4-f597fb29c591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564349 ms
Total Talk Time (AGENT): 229528 ms
Total Talk Time (CUSTOMER): 182225 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/a6cddd67-2b99-4ba0-83c4-f597fb29c591_20250411T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing, [PII]? My name is [PII]. I was told by my, um, physician's accountant that my benefit that I no longer have benefits with y'all. Is that true?
[AGENT][POSITIVE] It would be my pleasure to check on that for you, Mr. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Um, yes, it is.
[CUSTOMER][NEUTRAL] OK, I got a member number. Is that the one you want? 1,972,670.
[AGENT][NEUTRAL] Thank you. Yes, sir, that is correct. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking on your account for you, bear with me just one second.
[CUSTOMER][NEUTRAL] December.
[AGENT][NEUTRAL] I'm just checking everything for you. Give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like what I might need to do, Mr. [PII], is get you to Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For that because it does show that these policies lapsed on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well they've been taking out payments they've been taking out payments.
[CUSTOMER][NEUTRAL] Um, in January I'm sitting here looking at them now.
[AGENT][NEUTRAL] Let me check something else.
[CUSTOMER][NEUTRAL] They took out payments in January, February.
[AGENT][NEUTRAL] Do you mind holding just one moment? Let me just check with customer service just to make sure before I, before we go to UTBA see if they received anything. Would that be OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, I think, I think the last one was February.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It looks like
[AGENT][NEUTRAL] Yeah, let me just verify that for you, OK? Thank you. If you give me one moment, I'll be right back with you.
[CUSTOMER][NEUTRAL] Yeah they were.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy Friday.
[CUSTOMER][POSITIVE] God bless you, [PII]. Hey my [PII]. Happy Friday.
[AGENT][NEUTRAL] It's me.
[CUSTOMER][NEGATIVE] I just started coughing out of nowhere.
[AGENT][NEUTRAL] It's just cause you're on the phone, girl. Don't you know?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you check in?
[CUSTOMER][NEUTRAL] I think I she drink of water. 00 goodness.
[AGENT][NEUTRAL] Can you check eligibility for me super quick?
[CUSTOMER][NEUTRAL] OK, what's your policy number?
[AGENT][NEUTRAL] 1966833 for Mr. [PII]. I was fixing to transfer him to [PII], but he said they've been taking.
[AGENT][NEUTRAL] Money out so I just wanted to verify before I do transfer him over.
[CUSTOMER][NEGATIVE] Well it's the number I put number 6 is in there. crap, I've got another spring because that thing is gonna spin and spin and spin.
[AGENT][NEUTRAL] I know. That's what I do. Just fine. You wanna sit there and spin, sit there and spin. I'll go somewhere else.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know, right? Well, that was my fault though.
[AGENT][NEUTRAL] I'm gonna do another screen.
[CUSTOMER][NEUTRAL] That was my fault. OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He is paid to 11-2025 on that policy. Let's see on his dental, all his policies start [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, and I saw that um labs due to overdue report does that just mean that we haven't received the premium? I'm, I'm having a Friday brain so I apologize.
[CUSTOMER][NEUTRAL] Um, let's just look at the whole group and see what they're looking like. Hold on a second.
[CUSTOMER][NEUTRAL] This is 12155.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] G [PII] Q.
[CUSTOMER][NEGATIVE] Oh there's tons of them who are active on here. Yeah, he's gonna have to go to UTBA and, uh, get this straightened out, see if they're, they're not, well they're not paying on his policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's, that's what I thought.
[CUSTOMER][NEUTRAL] Call us C's.
[AGENT][NEUTRAL] Yeah, but I always just, you know, try to check so there's not a lot of hoopla and
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I get it. I don't blame you. Yeah, just make sure you're doing the right thing.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] Make sure I'm doing the right thing. Make sure these people get taken care of, you know, if it's something that's come through, I hate for them to go hollering at UTBA and uh I just wanna keep everybody happy, girl.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Amen, sister. I agree with you. I agree with you 100%. But yes, no, he is gonna have to talk to you today, darling.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you so very much for for for for for verifying talk.
[CUSTOMER][NEUTRAL] I'm verified we eat that girl.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you for verifying.
[AGENT][POSITIVE] Have a good day and a happy weekend, [PII].
[CUSTOMER][POSITIVE] You too. You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, so Mr. [PII], thank you for your patience. I did check with customer service they have not received anything from Universal Trucking regarding your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let me get you to a representative there that can assist you, OK?
[CUSTOMER][POSITIVE] OK ma'am, thank you very much I appreciate it.
[AGENT][POSITIVE] Well, it's been my pleasure, Mr. [PII]. I'm gonna transfer you if you'll hold on the line, and I'll get you straight to a. You too. Thank you.
[CUSTOMER][POSITIVE] Yes, so you have a plus.
[CUSTOMER][POSITIVE] You have a blessed, blessed day and enjoy your weekend.
[AGENT][POSITIVE] Well, thank you. I hope you have a blessed day as well, and you stay safe out there and hope it's just nothing but sunshine for you.
[CUSTOMER][POSITIVE] Yes, thank you, ma'am.
[AGENT][NEUTRAL] Thank you. That rain, it makes it hard on you guys, doesn't it?
[CUSTOMER][POSITIVE] Yes, it does. I'd rather have rain and snow.
[AGENT][NEUTRAL] Well, that's true.
[AGENT][NEUTRAL] You stay out of that snow, it's too cold.
[AGENT][NEUTRAL] All right. Thank you, sir. One moment, please.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes ma'am. Bye.
[AGENT][NEUTRAL] Mr. [PII], I am not sure, but I am just getting a busy signal from them.
[AGENT][NEUTRAL] A fast busy signal so I don't know if there's an issue with their uh phone lines. What I can do is I can give you that phone number for them if you want to try to call them in a little bit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, wait a minute.
[AGENT][NEUTRAL] Have, have you got a place where you can write that down?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just tell me when you're ready.
[CUSTOMER][NEUTRAL] OK, what's their number?
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's right, and that's the benefits department for universal trucking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright I'll give him a call in a minute.
[AGENT][POSITIVE] All right, well, it has been a pleasure to assist you and Mr. [PII], thank you for calling APLU take care.
[CUSTOMER][POSITIVE] Yes, you too man bye.
[AGENT][POSITIVE] Thank you. Bye bye.