AccountId: 011433970860
ContactId: df3e0a24-97af-498c-8e4e-d588cf612c24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622320 ms
Total Talk Time (AGENT): 262651 ms
Total Talk Time (CUSTOMER): 282754 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/df3e0a24-97af-498c-8e4e-d588cf612c24_20250103T21:21_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, policy number 756.
[CUSTOMER][NEUTRAL] 129.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I am [PII]. This account is under my husband's name or [PII].
[CUSTOMER][NEUTRAL] Um, I am [PII], his wife.
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and I have the policy here and [PII], can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Mailing address is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, OK, um, back at the middle of December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When the charges were uh showing pending to um hit my bank account, I called to request to see uh if that payment was payment for the month of December or were we paying ahead for the month of July.
[CUSTOMER][NEUTRAL] Now, the young lady that I spoke with,
[CUSTOMER][NEUTRAL] Said that it was for the month of December, is that correct?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Transfer to [PII]. I'm just reading the notes from the last call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the only thing that we did at APL was transfer you to UTBA [PII] at UTBA. This is that who advised you is for January?
[AGENT][NEUTRAL] Because it's coming from the group, so I that would be who would know, but I
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, uh, she didn't say it was for January. She said that that payment was for December.
[AGENT][NEUTRAL] OK, you said, OK. Sorry, because you said December and July. Did you mean January, December and January?
[CUSTOMER][NEUTRAL] No, I said December and January. Well, I'm sorry if I misspoken said July. I meant January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. Um, well, so since the payments are payroll deducted, it does come from the group. So I can get you to UTBA to to confirm if it was for December or January. Um, let me just look up your ledger here and see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, the other thing is, is the person that I was speaking with, OK, I do not know what was going on where she was at, but when she answered the phone, she was already giggling.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] And kind of, kind of continued as we were having our conversation, she was like, like she was trying to get her composure, but she just pretty well couldn't hardly.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] And he supposedly was supposed to have sent us by email on the email that you have uh forms to sign for canceling this policy and I'm not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, that was to be a.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yes, ma'am, that, that was universal trucking that you spoke with because we can't, we can't do anything without UTVA notifying us, which is why she's talking about the forms you have to sign to cancel because they'll send that to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh well, then I didn't talk to the right people then probably.
[AGENT][NEUTRAL] Well, no, so,
[CUSTOMER][NEUTRAL] Because the
[CUSTOMER][NEUTRAL] Uh, I was speaking to someone, I think at this phone number.
[AGENT][NEUTRAL] Yes, ma'am, you did.
[CUSTOMER][NEUTRAL] So you're saying.
[CUSTOMER][NEUTRAL] OK, so I just never did talk then to.
[CUSTOMER][NEUTRAL] I don't think I talked to anybody at at Universal Trucking.
[AGENT][NEUTRAL] So when you called on [PII], you spoke with our representative [PII] about the premium draft 6764 that was pending, and she transferred you to UTBA and you spoke with [PII].
[CUSTOMER][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so that's what happened.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well then it must have been that [PII] that was the one who was carrying on laughing and all and uh she supposedly, OK, so well then it isn't in your area, so I need to be transferred then to you to the Universal Trucking.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Did you want me to give you, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yes, are we were supposed to get this.
[CUSTOMER][NEUTRAL] Nothing got emailed and I said to my husband after I hung up I said, well, with all the laughter going on that she was doing she said she sent it. I said I question that.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So I can't, so I can't find it, so I need to be transferred to um Universe Trucking. What did you say that girl's name was?
[AGENT][NEUTRAL] Um, you spoke with [PII].
[CUSTOMER][NEUTRAL] [PII] at Universal Trucking.
[AGENT][NEUTRAL] Yes, ma'am. I can give you the number as well just so you just so you have it, but I can transfer you to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, would it be this [PII]?
[AGENT][NEUTRAL] No, this one is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], I'm sorry, that's your phone number. Hold on one sec[PII]. She put the callback number. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you TBA.
[AGENT][POSITIVE] I'm glad I noticed that. I'm like, wait a minute, that sounds familiar, and then I looked over at your number.
[CUSTOMER][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] OK, so the um employee department for benefits for UTBA is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's the number that I've got on my paperwork here.
[AGENT][NEUTRAL] OK, it is. OK, good. Well, I can transfer you if you like.
[CUSTOMER][NEUTRAL] Mhm when you when you started saying 765 I thought what.
[AGENT][NEUTRAL] I'm so sorry. It's because she said [PII] at and then it has the number, so I was thinking that was the number for [PII], but no, that's not universal tracking number.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So what, what's about [PII], what are you saying about [PII]?
[AGENT][NEUTRAL] So we have to put the callback number in our notes. So she put the callback number at the end, but it's right after transferred to UTBA [PII] and I thought that was the number, but no, that's your callback number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You mean?
[CUSTOMER][NEUTRAL] OK, so this isn't the person's name, [PII]?
[AGENT][NEUTRAL] Yes, [PII] is the person that you spoke with at UTBA. I'm just saying so far our notes that we have to put at the end of every call, we have to put the number you called from. She puts your number at the end right after it says transferred to UTBA or [PII] at UTBA. So I thought that was the number, but that's your callback number. She just put it at the end.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Got you. Oh, I see. OK, yeah, OK, and who, who was the person I initially talked with that at this number?
[AGENT][NEUTRAL] You spoke with [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, go ahead and transfer me.
[AGENT][NEUTRAL] OK, before I
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][NEUTRAL] It was that [PII] that was, I don't know, she was having a party or somebody was tickling her or something. I have no idea.
[AGENT][POSITIVE] Oh my goodness
[AGENT][NEUTRAL] Well, I'm gonna mention, um, when we get the representative on the line, I'll mention that the um documents were not sent over and you can let them know about your experience.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she said, well, I'll let them know about my experience, but uh.
[CUSTOMER][NEUTRAL] Yeah she said she sent it but I haven't found anything. I've looked at all four of our of our emails that we get so.
[CUSTOMER][NEGATIVE] Can't find it.
[AGENT][NEUTRAL] OK. Well, I'll go ahead and transfer you over before I do that, Mrs. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and happy [PII].
[CUSTOMER][POSITIVE] Thank you same to you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 850877.
[CUSTOMER][NEUTRAL] UTBA this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] from APL. How are you?
[CUSTOMER][POSITIVE] I'm doing right, [PII] how about you?
[AGENT][NEUTRAL] I'm doing good. I have an insured on the other line. Um, she called and spoke to Representative [PII] back on [PII]. Um, she was asking about her 6764 premium and if it was for December or January, and she said that she was then supposed to receive some forms to sign to cancel the policy, but she never received it, um, so she wanted to speak with somebody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, yeah, just, uh, send her through.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and he'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hey, how are you, Mrs. [PII]?
[CUSTOMER][POSITIVE] I'm fine thank you.