AccountId: 011433970860
ContactId: b82971ed-8684-4b26-b58e-448df903b67f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341089 ms
Total Talk Time (AGENT): 189633 ms
Total Talk Time (CUSTOMER): 77789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b82971ed-8684-4b26-b58e-448df903b67f_20250610T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was trying to see if uh.
[CUSTOMER][NEUTRAL] I can't, I don't see anything coming out showing like payment wise, so I was trying to check on it.
[AGENT][NEUTRAL] OK, so are you checking on your premium payment for your policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so yes, sir. Well, I can, I can partially help you with this. What I will need to do is to pull up your policy information and verify some things with you for security, and then I'll better be able to direct you as to who you would need to speak to regarding that, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] OK. Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 02385367
[AGENT][NEUTRAL] OK, thank you. So one moment please, while I get your information pulled up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] It's 80 home. I don't know why I'm gonna give you phone number [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct? All right, thank you. And then the, the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Mr. [PII], I have one question for you. Have you ever set up your profile in our portal called the online service center so that you could have access to all of your information like your ID cards and stuff online with APL?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so if you'll give me just a moment I'm gonna send you a user guide for how to set that up when you have an opportunity so that again it will give you access to all of your information online.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the um email that I'm gonna send to you, Mr. [PII] will come from [PII]. I did put APL in your subject line so that that's easy to recognize. I don't believe it will go to your junk or spam folder, but if you've not seen that in your inbox, um, within the next several minutes, you might wanna just check one of those folders.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, to see if it did go there by chance. Now I can see that the coverage that you have with us is through your employment with PNS Transportation, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so the Universal Trucking Benefits Association or UTBA is who would handle any questions regarding your premium deductions. Now I'll be happy to give you their phone number, Mr. [PII], and then I can also connect you with them, but just in case we were to get disconnected, you would be able to call them directly.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so let me know when you're ready for their number and I'll get that to you.
[CUSTOMER][NEUTRAL] I see, I'm trying to.
[CUSTOMER][NEUTRAL] Uh, I probably call later. What's the number?
[AGENT][NEUTRAL] Hm. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And what's the name again?
[AGENT][NEUTRAL] UTBA which stands for Universal Trucking.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Benefits association.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so would you like for me to connect you with him?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I have to call him later. I'm trying to get inside in to this place, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Well, yes, sir, but that is who you would speak to about your premium deductions, OK?
[CUSTOMER][NEUTRAL] I just called
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] All right then. Well, can I help you with anything else this morning?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a nice day, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, you too.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.