AccountId: 011433970860
ContactId: a8db9526-54b6-493b-b48e-b820bf07f7c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328609 ms
Total Talk Time (AGENT): 109293 ms
Total Talk Time (CUSTOMER): 99652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a8db9526-54b6-493b-b48e-b820bf07f7c6_20250423T13:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And, and, uh
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, sir. I'm here
[CUSTOMER][NEUTRAL] Uh, I don't know my policy number, but my last four digits of my social security is [PII].
[AGENT][NEUTRAL] OK, let me see. Can you provide me with your full social so that I can pull any policies that you may have up?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] HAS [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes sir, I apologize. I'm having to search by your name.
[AGENT][NEUTRAL] I've got my
[AGENT][NEUTRAL] some loading
[AGENT][NEUTRAL] Got you here.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] Uh, well, I changed my phone number, but my address is [PII].
[CUSTOMER][NEUTRAL] Center Avenue.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What the
[AGENT][NEUTRAL] Um, and what did you say the last four of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, it looks like we have a [PII] address listed for you. Is that an old address we need to open?
[CUSTOMER][NEUTRAL] OK, yeah, it's.
[CUSTOMER][NEUTRAL] No, no, no, it, the old address is the same. I just, I got two addresses.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but the [PII], the [PII] [PII], that's where I live.
[AGENT][NEUTRAL] OK, OK, good. Yes, sir. We have that address.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for verifying that. Um, and I do have your policy pulled up. So how can I help you today, [PII]?
[CUSTOMER][NEGATIVE] Well, I, I've been looking at my checking account and ain't nobody, nobody pulled, pulled the uh payment out.
[AGENT][NEUTRAL] OK, um, so it looks like you get your call.
[AGENT][NEUTRAL] Um, so we actually receive your payment, your premium for your policy through Universal Trucking. Uh, we don't take that premium from you directly. So, um, it, I mean, I'm showing here that your policy is paid up to [PII], so we have been receiving the premium, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So you might need to check with your employer, um, you know, if, if you're not seeing that or if you have questions about your deductions or anything like that.
[CUSTOMER][NEUTRAL] Oh, OK, uh, I didn't look that far back.
[CUSTOMER][NEUTRAL] Uh, hold on for a minute.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you have their number at that uh what is it, dear?
[AGENT][NEUTRAL] Let me get that pulled up real
[CUSTOMER][NEGATIVE] I don't know why I just don't pay y'all directly.
[AGENT][NEUTRAL] Um, it's because your policy is on a, uh, on a group bill since you're with your employer, uh, we received the premium from.
[AGENT][NEUTRAL] We don't have individual policies.
[CUSTOMER][NEUTRAL] Uh oh
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And if you'd like me to transfer you to.
[AGENT][NEUTRAL] That as well. Um, but let me provide you with
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is gonna be 1877.
[AGENT][NEUTRAL] 472
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 47 what?
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] 554 1
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Hey, well, thank you so much for your help, OK?
[AGENT][POSITIVE] Lovely, no problem. Would you like me to transfer you over to them, or do you need to call them at a later time?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I got, I got truck traffic behind me here. I gotta pull up. I'll call them.
[AGENT][NEUTRAL] OK. Yes, sir. I
[AGENT][NEUTRAL] OK, yes, sir. Well, is there, do you have anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a great rest of your day and be safe.
[CUSTOMER][NEUTRAL] Uh, alright, bye.
[AGENT][NEUTRAL] Bye