AccountId: 011433970860
ContactId: c16aabd7-3940-45ff-8f82-16dd1f1f68a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305679 ms
Total Talk Time (AGENT): 87968 ms
Total Talk Time (CUSTOMER): 74531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c16aabd7-3940-45ff-8f82-16dd1f1f68a6_20250211T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] That's I was calling about my insurance. I, I changed my job, but I still wanna try to carry my insurance.
[AGENT][NEUTRAL] OK, I can check and see if you can put your policy. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] My policy number is uh.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] Is that all the numbers you see?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 52
[CUSTOMER][NEUTRAL] 1395.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I read said no so I was.
[AGENT][NEUTRAL] OK, thank you. And I need, I need the mailing address and email address for verification, Mr. [PII].
[CUSTOMER][NEUTRAL] The mailing address is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you're with Universal Turing.
[AGENT][NEUTRAL] OK, so in order to support your policy or continue your policy, even though you changed job, you will have to get in contact with Universal Trucking. Um, they're the ones that got this, um, set up for you, and they're the ones that can tell you how to keep the policy, OK? So uh what I can do is transfer you over. Is that OK?
[CUSTOMER][NEUTRAL] Yes, that's that's fine.
[AGENT][NEUTRAL] OK, um, let me give you the number just in case you need it for future. One moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That number is 1877-472.
[CUSTOMER][NEUTRAL] One minute please.
[AGENT][NEUTRAL] OK, sure. Let me know when you're ready. Mhm, yes, you can let me know when you're ready.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's 18
[CUSTOMER][NEUTRAL] 1877.
[AGENT][NEUTRAL] Mhm. 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and let me go ahead and transfer you over. Is there a universal tracking, yes. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][NEUTRAL] The university truck.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Have a great TBA.
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to keep my insurance with you uh I switched jobs.
[CUSTOMER][NEUTRAL] I'm no longer driving for [PII]. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Please hold while I try to locate the person you're calling.
[CUSTOMER][NEUTRAL] Hi, you've reached [PII] with Universal Trucking Bes and Capital Group.