AccountId: 011433970860
ContactId: bd78f72c-457b-41a2-b0fa-5531bd630402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469940 ms
Total Talk Time (AGENT): 254626 ms
Total Talk Time (CUSTOMER): 167338 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bd78f72c-457b-41a2-b0fa-5531bd630402_20250221T17:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling 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] on the care team. How are you?
[AGENT][POSITIVE] I'm doing good, girl. How about yourself? I'm glad it was you.
[CUSTOMER][POSITIVE] I'm doing good. I hope this is an easy one for you. Um, so the insured is with UTBA. He, he's gonna leave UTBA but wants to keep his policy. He's been with us since like [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know he has to go to UTBA and do all the cancellation and stuff, but he still wants to talk to somebody about the premium to see if it would change once he does go individual.
[AGENT][NEUTRAL] No, it's not changing. I'll tell him though and he he can continue it through them. He can call Universal Trucking and get it set up on deductions, but you can transfer him. What's the um callback number and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the policy number is 1644649.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] 16446449.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] The callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So just for me, when they, when they continue or anything, their premium doesn't change or that's just this.
[AGENT][NEUTRAL] Yeah, it doesn't change that's in general when they convert, we don't increase anything we don't give them a discount, they just basically are locked in with what they have if they're able to convert it, um.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, yeah, but that's pretty much how it all of it said.
[CUSTOMER][POSITIVE] Well then I'll remember that next time now I got it. Thank you.
[AGENT][POSITIVE] No problem and I'm ready for him.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you. You're welcome.
[CUSTOMER][NEUTRAL] Well, hello Miss [PII].
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][NEGATIVE] Man, I am cold as a brute. It's cold as crap here in [PII].
[AGENT][NEUTRAL] It's cold here in [PII] too, so I understand your frustration. We've been getting hit with it lately.
[CUSTOMER][POSITIVE] Alright got it cool.
[AGENT][NEUTRAL] Yes, sir. So I've got your information pulled up and the representative that transferred you stated that you were just wanting to see if you actually continued it, how much would your premium be?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You will remain with the same premium amount for individual, which is 2301. Your benefits and everything is still gonna be the same, your premium is the same, and you can continue it, but you actually have to go through the third party that set you up, which is Universal trucking, and they offer some payment options to continue it. Would you like for me to transfer you to them for further assistance on that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Universal Trucking. I did it through my, the, the per, as a matter of fact, I'm not even with the company anymore. Um, it was United Petroleum Transport. I don't, I don't even know who Universal Trucking is.
[AGENT][POSITIVE] They're the agent's office. They actually set up United Petroleum up with the products that we offer.
[CUSTOMER][NEGATIVE] I don't wanna go through, I don't wanna go through them. I don't wanna go through them.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] That's the only way that you can go through them because they offer payment options for Truro products and if you that's not something you wanna do it's not something you can keep continue with us directly we don't offer that directly.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Ah yeah yeah yeah yeah.
[AGENT][NEUTRAL] And I do apologize, but it's pretty much basically what it is is it's a true group product and it doesn't have a portable clause in the policy. It's just by going through universal trucking they kind of set you up on a group that's not, it's not actually a trucking company but it's either credit card or bank draft groups that they have set up and that's the only payment options that you have through them.
[CUSTOMER][NEUTRAL] Alright, so, um, there's no other, so you don't offer plans for individual outside of universal trucking?
[AGENT][NEGATIVE] We don't sell individual insurance, Mr. [PII], that's why you're not eligible to even purchase anything through us or even convert this one. This, their product that was being offered through the trucking company was for groups only.
[CUSTOMER][NEUTRAL] OK, could you put me through to them?
[AGENT][NEUTRAL] OK, I definitely can before I transfer you though, would you like their phone number just in case?
[CUSTOMER][POSITIVE] Yeah, I'm gonna grab something.
[CUSTOMER][NEUTRAL] Because if I know UPT they I already let those people know that I'm no longer there, but.
[CUSTOMER][NEUTRAL] If I could get something set up with them.
[CUSTOMER][POSITIVE] Through my own because I'm doing my own thing now. If I could get something set up with them that I could offer my drivers um dental benefits, then that'd be great. What's their number, please?
[AGENT][NEUTRAL] All right, well, it is the agent's office and that may be a possibility that they can discuss with you just mention it to them as well. Um, it's gonna be UTBA.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And it's 877.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] BA 877
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] 472
[AGENT][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] UTA, yeah, that, that, that, that, that, that I'm familiar with the UTBA I didn't know it stand for Universal, universal trucking. I did not know that.
[AGENT][NEUTRAL] Yes sir, it's Universal Trucking Benefits Association. It's the agency, um, but yeah, they can definitely get you set up and if you start if you're starting your own company they might can offer you things as well so I'm gonna place you on a brief hold, Mr. [PII], before I get you any assistance is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you for calling UTBA.
[AGENT][POSITIVE] Hey, [PII]. How are you? I haven't heard your voice in forever. I'm doing good for [PII].
[CUSTOMER][POSITIVE] Hi [PII], I'm good how are you? I know.
[CUSTOMER][NEGATIVE] Hang up. Look, if we hang up and you call back, I won't answer then I'm just kidding.
[AGENT][NEGATIVE] Oh Lord, don't do that on me. I rarely talk to y'all and it's gotten nowhere. It's far few in between. So, um, I've got
[CUSTOMER][MIXED] Oh, it's just a good and bad thing.
[AGENT][POSITIVE] I know it means that we ain't got no problems.
[CUSTOMER][MIXED] Right, but it's bad because we like each other.
[AGENT][NEUTRAL] I know, right? I've got Mr. [PII] on the line and it looks like he's left Petroleum Trucking and he's wanting to keep his dental policy.
[AGENT][NEUTRAL] So he's calling to see, um, do you need a social or anything? Are you?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] No, what's his first name?
[AGENT][NEUTRAL] [PII] is the last name.
[CUSTOMER][NEUTRAL] Let's see any
[AGENT][NEUTRAL] All he has is dental with this, so.
[CUSTOMER][NEUTRAL] With UBT.
[CUSTOMER][NEUTRAL] Is he still active with you guys or termed?
[AGENT][NEUTRAL] He's active. I think he just left them. He's trying to get ahead of everything.
[CUSTOMER][NEUTRAL] OK, you can send him over. I will send them.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, love. Here he goes. Have a good day. You too. Bye-bye.
[CUSTOMER][POSITIVE] I'll get it thank you you have a have a great day you too.