AccountId: 011433970860
ContactId: bf74d282-4102-45f0-854d-3c9ba6e40bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1010489 ms
Total Talk Time (AGENT): 341143 ms
Total Talk Time (CUSTOMER): 294534 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/bf74d282-4102-45f0-854d-3c9ba6e40bc0_20250428T16:19_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I was calling. I think last time I spoke to somebody named [PII].
[CUSTOMER][NEUTRAL] But uh it was uh it was about uh
[CUSTOMER][NEUTRAL] I probably been paying a bill.
[CUSTOMER][NEUTRAL] Uh, paying a note today.
[AGENT][NEUTRAL] Uh, is it
[CUSTOMER][NEUTRAL] I mean, um.
[AGENT][NEUTRAL] Is it a policy that you already boarded or are you with the group?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm already with the policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I was, uh, I was on work. I got, I got hurt and I got off of work and uh I had talked to, I think her name was [PII]. What's my name, [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], uh.
[CUSTOMER][NEUTRAL] You know, she had, she, yeah, and she had set me up for the pay uh uh payment today or tomorrow, but I was gonna go ahead and pay it today. I had gave her a card on file but I wanna change it to another card.
[AGENT][POSITIVE] All right, we can do that.
[AGENT][NEUTRAL] Um, so you will be doing the uh payment over the phone. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Alright, we can do that. What is the policy number?
[CUSTOMER][NEUTRAL] Oh [PII]. I don't know the policy number by heart, uh, they changed my policy number. Um, I got my old policy number.
[AGENT][POSITIVE] Uh, yes, that can work. Yes, that can work.
[CUSTOMER][NEUTRAL] I don't know the new one.
[CUSTOMER][NEUTRAL] OK, the old, uh, policy number is, let me read that to you, uh.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] 19205.
[CUSTOMER][NEGATIVE] No, is that, no, that's not right, no, it's uh 01951196.
[CUSTOMER][POSITIVE] That's I think that's the right one, yeah.
[AGENT][NEUTRAL] 1196.
[CUSTOMER][NEUTRAL] The, yeah.
[CUSTOMER][NEUTRAL] No, uh, yeah, 1196.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But I think I got a new, a new policy number there.
[AGENT][NEUTRAL] Yes, they're usually linked with the same information so once we um we can get the old one and still filter out the new one and is this for the.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's for the dental vision and life insurance.
[AGENT][NEUTRAL] The dental policy.
[AGENT][NEUTRAL] Is it OK, I do see here the dental.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] All right, and just to make sure I have the correct information for your policy, can you verify your name, date of birth and address for me, please?
[CUSTOMER][NEUTRAL] It's uh [PII], [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. And from what I'm looking here at the policy, um, it is uh set up where the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, policy, it is not on direct pay so it doesn't come out of a, a, um.
[AGENT][NEUTRAL] What's, let's say like.
[AGENT][NEUTRAL] That you can pay directly to us. It, it comes through, um, I would say it is universal trucking PNS transported.
[CUSTOMER][NEUTRAL] Yeah, but they uh
[CUSTOMER][NEGATIVE] They, they had stopped paying it cause I'm hurt off of work, so.
[CUSTOMER][NEUTRAL] You know, uh, she get, I put a, uh, I put my time card on, on file, but I wanted to change it and put another card on file.
[CUSTOMER][NEUTRAL] For it come off of.
[CUSTOMER][NEGATIVE] Yeah, I've been off work for like almost 2 months. They stopped paying it for me, so I had to pay it directly.
[CUSTOMER][NEUTRAL] So you
[AGENT][NEUTRAL] All right. Um, let's see.
[AGENT][NEUTRAL] Um, because this dental policy, that's, that's what I see here, the dental policy, um, it is paid all the way until [PII] of this year, and um just a second to look at the other one.
[CUSTOMER][NEUTRAL] Yeah, I think she's.
[AGENT][NEUTRAL] This one is paid until.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The life insurance is paid until [PII] and it's still set up where we received the payments from them and it doesn't show that it has been um on direct pay.
[CUSTOMER][NEUTRAL] Oh, that's what she told me. She told me I had to pay like 115 on the on the [PII] or something, she said.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, allow me just a second to see any notes of.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Break out right.
[AGENT][NEUTRAL] I don't see any notes here.
[AGENT][NEUTRAL] Where we received it.
[AGENT][NEUTRAL] And you made a payment already?
[AGENT][NEUTRAL] Um, with the card for this policy or no, not. OK.
[CUSTOMER][NEUTRAL] No, I just put my card on file.
[CUSTOMER][NEUTRAL] No, I just put, she just told me I had to put it on file and I pay it today, tomorrow, I think, I think she said the [PII] today the [PII]. I was just gonna pay it early.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm a little confused because I don't really see here. Um, would you mind if I place you on a brief hold and require assistance for this payment?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, cause uh I have supposed to have uh the vision on there too, vision and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well, APL doesn't.
[CUSTOMER][NEUTRAL] Uh, the, uh, Behr.
[AGENT][NEUTRAL] Um, APL doesn't handle, uh, vision plans. We only have your dental policy and um your life policy. That's what I see here, then those probably are with another, um, provider.
[CUSTOMER][NEUTRAL] I don't know. I come through y'all. That's, that was, that's what I was saying. I haven't been to the, uh, I haven't been to the uh the uh eye exam at uh at Walmart off of that. So I don't know.
[CUSTOMER][NEUTRAL] I don't know. I don't know what's going on, but yeah, I had all three of them uh through y'all, where the trucking, whatever that trucking, whatever that thing is associated.
[AGENT][NEUTRAL] OK, OK. Yes, so that will be with the trucking um association. We are just a third party that handles the policy information only for the term life policy that you have and for um your dental. We don't have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Any vision plans. I can provide the phone number that you can call to check with them because uh I really don't see here um any other like other medical plan.
[CUSTOMER][NEGATIVE] Oh, I ain't understand none of this now. This is the only place I ever called for all that, but now I got, now you're saying it's another number to call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but I don't know. Anyway, she signed me up. She told me that I had to pay something today, tomorrow, so I don't know. I don't know what's going on, but she told me 1:15, whatever we were paying for.
[CUSTOMER][NEUTRAL] Uh, uh, that's why I was trying to pay that today.
[CUSTOMER][NEUTRAL] Um, but yeah, you could check to see what's going on. I don't know. I don't know what's going on.
[AGENT][NEUTRAL] Yes, I can check it because just looking at the policy, the two policies that I see here that are the life and the dental which we handle, it doesn't even reach $100. It's about, let's see, $69.55 for the life policy plus 2301 for the dental policy, that is $92.50 56 cents for both.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So, yeah, that, that, that is the only amount.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] For those policy.
[CUSTOMER][NEUTRAL] Oh, well, well, uh, but you say, you're saying that the, the dinner paid up until August?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, that's what I see here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh shit. OK, OK, uh.
[AGENT][NEUTRAL] The it is is paid up.
[CUSTOMER][NEUTRAL] Well I need to pay that, uh, I need to pay that.
[AGENT][NEUTRAL] You mhm YouT send us uh a payment for it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it probably is like that where you have to pay UTBA um and they send us the premium to us because what I see here in the system that they are the ones sending the the premiums to us.
[CUSTOMER][NEUTRAL] OK, check, check it out right quick for me and see let me know what I gotta do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you don't mind, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. I'm gonna go ahead and place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, she's lunch, she's in lunch, [PII], she doesn't know when.
[AGENT][NEGATIVE] I don't care.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Me
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I do see, um, uh, I verify the information and yes, APL doesn't take um direct payments from UTBA policies, um, you, it has to be addressed directly to them. um, I can provide that phone number for you and the policy number so you can refer it.
[CUSTOMER][NEUTRAL] OK, let me, let me get a pen.
[CUSTOMER][POSITIVE] Oh [PII]. Let me go again. I got one. Yeah.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] Mhm, that will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy numbers um under us for your dental policy is
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 22
[AGENT][NEUTRAL] 81
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 982.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for your life insurance, that is 22.
[AGENT][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 86
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I apologize for that, but yes, APL, um, unfortunately doesn't take the uh direct payments for it. That's why I was a little bit confused because I saw here the set up that it's still coming through UTBA. Apologize for that.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, I just call that number and tell them what I need and then they'll figure, OK, I got you. I really appreciate that.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. You're welcome and I hope you have a nice day and you get to feel better.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.