AccountId: 011433970860
ContactId: c85d387b-1824-4720-bf71-78bad5cc7425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695549 ms
Total Talk Time (AGENT): 197156 ms
Total Talk Time (CUSTOMER): 151370 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c85d387b-1824-4720-bf71-78bad5cc7425_20250318T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um, I'm an APL policy holder, um.
[CUSTOMER][POSITIVE] I'm making a job change to a different company and I want to know how that was gonna work out and all my benefits still activated right now.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that, sir. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, um, 02579728.
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII], [PII].
[AGENT][NEUTRAL] Did you say [PII]? We have it listed as [PII]. Is it the same?
[CUSTOMER][NEUTRAL] That's, it's the, it's the same.
[AGENT][POSITIVE] OK, thank you. And what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I'm trying to make a doctor's appointment as well, so if I may, if they call while we're handling this, um.
[AGENT][NEUTRAL] Understand. You just, you just say, hold on, or, or I'll call you back either way. So not a problem. So, um, are you, will you still be working with you under Universal Trucking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, you mean noize or Universal truck, the people who, um.
[CUSTOMER][NEUTRAL] Insured me or?
[AGENT][NEUTRAL] Right, so your policies, um.
[AGENT][NEUTRAL] Are with the Universal Trucking Benefits department.
[AGENT][NEUTRAL] Even though it's through Novaline.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] And do you know if you will still be
[AGENT][NEUTRAL] Working under Universal trucking or is it completely a new?
[AGENT][NEUTRAL] Company do you know?
[CUSTOMER][NEUTRAL] Uh, this is a completely new company. See, I'm trying to understand this, um, how this is working. These are the two cards they mailed me. Maybe I need to look at the um policy a little bit more, but I thought I can.
[CUSTOMER][NEUTRAL] Change universal trucking since it was in the pin I thought Nova lines was just offering them.
[CUSTOMER][NEUTRAL] Uh, that's why I was calling to see, so I need to be calling Universal Trucking or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me give you, and I can connect you to them or um I can give you their phone number.
[AGENT][NEUTRAL] Because it's gonna be best to talk to them.
[CUSTOMER][NEUTRAL] If you can connect me.
[CUSTOMER][POSITIVE] Yes, if um you can do both for me.
[AGENT][NEUTRAL] Sure. Let me give you their phone number. The phone number is, you ready?
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the uh yes, let me get their phone number.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] What, what, what, what, could you hold, could you hold just for a minute, OK.
[AGENT][POSITIVE] Go ahead. I can, sure can. Not a problem.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes sir, I'm here.
[CUSTOMER][POSITIVE] Yes, um, I thank you for holding. I understand you gotta be busy.
[AGENT][NEUTRAL] Well, you got to, you need to get that, you know, making doctor's appointments and try to take care of everything, it's, it's kinda hectic, doesn't it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes ma'am, they're doing this new stuff with the emails and stuff. I really like talking to people and getting, you know.
[AGENT][NEUTRAL] Me too.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] All right. So I was gonna give you that phone number whenever you're ready.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, I'm ready.
[AGENT][NEUTRAL] Their phone number and this is to the Universal Trucking Benefits department and they will be able to assist you.
[AGENT][NEUTRAL] Moving forward. Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, uh, and the policy with you guys, what I mean, is this, is this how I pay for my, my things or like do you guys cover?
[AGENT][NEUTRAL] So with our policy, mhm, I'm showing that, of course, this is your dental policy that you gave me, and you also have a critical illness and hospital indemnity policy with us.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So they would, when you speak to Universal Trucking, they'll be able to tell you how you can, if you can continue the policy or moving forward forward what would be your best option.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can connect you with a representative there.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Yes, ma'am, I would like that. Thank you.
[AGENT][NEUTRAL] If you would like
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, if you will hold just one moment, let me get someone from the from the Universal Trucking Benefits department for you, and it has been such a pleasure to assist you, Mr. [PII]. Before I transfer you, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's, that's it.
[AGENT][POSITIVE] All right, well thank you for calling APL and I hope you have a wonderful day. One moment for the transfer.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Capital Group B2BA.
[AGENT][NEUTRAL] This is [PII] at APL. Are you happy you haven't heard from me lately?
[AGENT][NEUTRAL] It's been a while.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Look, I've got an I've got an insured that's gonna be leaving his um job and wants to know what he can do to keep the policy or what he needs to do at this point.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right, his name is [PII], and he's from Nova lines if you need to know. All right, let me get Mr. [PII] on the line. Thank you. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, Mr. [PII], I have UTBA on the line and they'll be happy to assist you further. You have a great day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you for holding sir. um, who did you drive with?
[CUSTOMER][NEUTRAL] No lines.
[CUSTOMER][NEUTRAL] OK, hold on one moment let me transfer you over to um.
[CUSTOMER][NEUTRAL] [PII], hold on one moment.
[CUSTOMER][NEUTRAL] Please hold while I try to locate the person you're calling.