AccountId: 011433970860
ContactId: aa284882-c154-4b57-aad4-a9bd39e529a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201050 ms
Total Talk Time (AGENT): 103810 ms
Total Talk Time (CUSTOMER): 97464 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/aa284882-c154-4b57-aad4-a9bd39e529a5_20250205T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm doing super wonderful thank you for asking.
[CUSTOMER][NEUTRAL] Um, hey, I got a gentleman on the phone. He's with UBTA and he is leaving them, and he wants to know about porting any policies he possibly can with us. Um, I did check Guru and it doesn't look like they have any particular instructions for porting, so I didn't know.
[AGENT][NEUTRAL] What you got, girl?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, let's look. Um, so his dental policy is 231381-9.
[CUSTOMER][NEUTRAL] Um, I'm assuming like his group term life he won't be able to pull but he wants to keep.
[CUSTOMER][NEUTRAL] Um, any of them that he can keep.
[AGENT][NEUTRAL] He can keep them, but he has to go through UTBA and there should be a guru card on there.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] About that.
[AGENT][NEUTRAL] If I recall correctly, I think I did it. I'm not, it's been a while, but yes, he can call UTBA um you can transfer him and I can transfer him to UTBA.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So if they're reporting with UBTA they have to go through UBTA?
[AGENT][NEUTRAL] UTBA, so it's Universal Tracking Benefits Association. And when you,
[CUSTOMER][POSITIVE] Am I just saying that, oh I'm sorry.
[AGENT][NEUTRAL] It's OK. I just wanted to make sure you understood what I was, what we were talking about. This one it says universal Trucking, so that's still UTBA. Anytime you see universal Trucking, that's UTBA, they're all standardized with that because it's a trucking company, but it's a third party that administers the group for us with the group. So it's actually the agent's office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So they can port them, but they can't port them individually with us directly. They just have to go through some payment method with universal trucking and we just transfer them.
[CUSTOMER][NEUTRAL] OK perfect so I will, I will see if [PII] can update that guru card because I'm on it and I didn't see anything about like portability, um, but I can just send him to the tracking benefits. I have the phone number written down.
[AGENT][NEUTRAL] To them.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, um, she sure don't have it out there, does she?
[AGENT][NEUTRAL] It should be on topics to send a UTBA.
[AGENT][NEUTRAL] Maybe that's just why she put over.
[CUSTOMER][NEUTRAL] If I'm on a different guru card, like I'm on the one that says universal Trucking Benefit association under the special group handling, and it just says like it does say to send them to cancellations, but I didn't know if it would fall under, you know what I mean?
[AGENT][NEUTRAL] Yeah, that's what I'm saying she doesn't have it on there. I just saw that it's supposed to be on there if they're wanting to port that may be why I get so many phone calls about it.
[CUSTOMER][NEUTRAL] You might be, yeah, because it's like otherwise send the customer service. OK, I will.
[AGENT][POSITIVE] I didn't realize that, girl. I'm so sorry. Um, yeah, just let, just let her know.
[CUSTOMER][NEUTRAL] No, don't be. I will, I will let him know and then I'll let [PII] know that that's missing on there and see if we can get a little update.
[AGENT][NEUTRAL] I guess most of us have been here so long it's just an understood thing with us, we know.
[CUSTOMER][NEUTRAL] OK, well, now I will too. You don't know how many, um, actually people I've sent to you over this, so, um, lesson learned.
[AGENT][POSITIVE] Yeah, it's OK and I just, no problem. Just let me know if you need me to do anything and thanks, [PII].
[CUSTOMER][POSITIVE] No, I really appreciate you. Take care. Thank you.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.