AccountId: 011433970860
ContactId: dfcb07de-9fde-4e61-a90a-8ca40e514bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250800 ms
Total Talk Time (AGENT): 59213 ms
Total Talk Time (CUSTOMER): 143450 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/dfcb07de-9fde-4e61-a90a-8ca40e514bc1_20250331T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My policy number is 02441228.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And uh my name is [PII].
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh, you said a phone number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify your um date of birth, mailing address and email address for security.
[CUSTOMER][NEUTRAL] Yeah, date of birth [PII]. Mailing address [PII]. Email address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, so do what, how do you guys charge me on this, uh, insurance? So do you have a credit card on file?
[AGENT][NEUTRAL] Uh, we don't, uh, this is, uh, managed by Universal Trucking.
[CUSTOMER][NEUTRAL] So Universal Trucking is the one who I need to contact them, right? I guess.
[AGENT][NEUTRAL] If it's for premium payments, yes, that is correct. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] OK, do you have their number?
[AGENT][POSITIVE] I do, yes.
[CUSTOMER][NEUTRAL] Yeah, you can transfer me.
[AGENT][NEUTRAL] OK, let me give you the number just for future, but yeah, I can go ahead and transfer you today, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, all right. OK, the number to Universal Trucking is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So 1877-4725541?
[AGENT][NEUTRAL] That is correct, yes. OK. And let me go ahead and transfer you. Is there anything else?
[CUSTOMER][NEUTRAL] OK, uh, go ahead.
[AGENT][NEUTRAL] All right. Anything else I may help you with today? OK, well, thank you for calling APL. Have a good day. One moment while I transfer, OK?
[CUSTOMER][NEUTRAL] That's it, man.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group You know of benefits. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes sir I have uh this uh insurance, um, American dental plan under APL, uh, yeah, I'm trying to see how do you guys be charging a monthly fee like what do you have on file? because I have made some changes with my credit card that you have on file. I wanna make sure you know that you have everything.
[CUSTOMER][NEUTRAL] Accurate
[CUSTOMER][NEUTRAL] Alrighty and what's your telephone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Who were the last 4?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah you're being charged $61 and a penny a month.
[CUSTOMER][NEUTRAL] Yeah, so what card you charge this on?
[CUSTOMER][NEUTRAL] Oh, I may not have that.
[CUSTOMER][NEUTRAL] So how do you charge? I mean, where do you get I'm, I'm just an agent. I don't, I, I've got it on a uh Mastercard.
[CUSTOMER][NEUTRAL] You got it on the mask card which one it is?
[CUSTOMER][NEUTRAL] The last four digits in it are [PII].
[CUSTOMER][NEUTRAL] Yeah, that card is no more valid. Let me give you the new one.
[CUSTOMER][NEUTRAL] If you'll call back tomorrow, it it's after hours so my billing department's gone home for the day. OK, OK, I'll just call back tomorrow then. Yeah, just tell him you need to give him another credit card to run, OK?