AccountId: 011433970860
ContactId: aa01305b-034a-4f8c-9f8a-beb8d0f5ee96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354239 ms
Total Talk Time (AGENT): 156965 ms
Total Talk Time (CUSTOMER): 111050 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/aa01305b-034a-4f8c-9f8a-beb8d0f5ee96_20250429T12:56_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] Oh yes, I was calling because.
[CUSTOMER][NEUTRAL] I switched companies. I forgot about my benefits. I was driving with Logistics and you know you all were taking the payment out every week for my medical insurance and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this insurance Spectrum, but uh.
[CUSTOMER][NEUTRAL] I, I switched companies.
[AGENT][NEUTRAL] OK, so you want to see if you still have your premium or you're wanting to cancel the policies or?
[CUSTOMER][NEGATIVE] No, uh, see, do I still have my, my policy, and she can't, yeah, covering and she can y'all just.
[AGENT][NEUTRAL] Cover
[CUSTOMER][NEGATIVE] Drafted out of my account every week.
[AGENT][POSITIVE] OK, well I can definitely help you with your account.
[CUSTOMER][NEUTRAL] So don't
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number? Either, well, we don't do vision, but what do you know your medical policy number?
[CUSTOMER][NEUTRAL] I have the uh member number. I got my card, is that what you need?
[AGENT][NEUTRAL] OK. Yes, sir. Does it start with a 01 or 02?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah 02.
[CUSTOMER][NEUTRAL] 283
[CUSTOMER][NEUTRAL] 508.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um so as of right now, your policy is paid up to [PII]. Um, now for the coverage and what happens moving forward, I can get the um UTBA representative on the line for us because we don't.
[AGENT][NEUTRAL] Like they, we wouldn't terminate your policy or anything, we have to receive it in writing from them, so they can, they can let you know of the next steps and they also would be able to um switch it from the, from like the group payment that comes out your check to individual.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Let me get this understood so I would be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't pay to May the first, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] After May the first.
[CUSTOMER][NEUTRAL] They would send me a letter.
[AGENT][NEUTRAL] Well, I'm not sure. That's why we need to talk to UTBA because after the first day, that's when the payment would be due. So at that point, they, because all of our policies are through the employer, they have to do everything and then they notify us because we don't even take your payment out. They send it to us. So,
[CUSTOMER][NEUTRAL] Or I will have
[AGENT][NEUTRAL] They will be able to let you know, hey, we're switching you from individual or I'm sorry, from the group to an individual and set you up that way. If you want to get it taken out of your, you know, check or however you want, your not taken out of your check, but like a draft, I mean. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Uh, I can't my account.
[CUSTOMER][NEUTRAL] Right, right, so when will I talk to them today?
[AGENT][NEUTRAL] So that, but we can't make those changes.
[AGENT][NEUTRAL] Yeah, you can talk to him right now. I'm gonna call.
[CUSTOMER][NEUTRAL] Do I need to do that today or wait till May?
[AGENT][POSITIVE] No, if you want me to call him on the other line for you, yeah, and I'll, I'll get the rep and then I'll connect you two together.
[CUSTOMER][NEUTRAL] OK, you wanna transfer me.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] OK then, alright, that'll work.
[AGENT][NEUTRAL] You want to do that?
[AGENT][NEUTRAL] Alright, Mr. [PII]. Well, before I do that, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and hold on one moment while I get a rep for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hi, this is [PII] from APL. How are you?
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][POSITIVE] That's good. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], I have a member on the other line, um, who's with [PII], but he's no longer working with the, I guess, the trucking company he was, but he still wants to keep his policies.
[CUSTOMER][NEUTRAL] OK, you can put him through.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK then thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning.