AccountId: 011433970860
ContactId: e92168fd-7483-4b92-ba51-8fdf894e176e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496459 ms
Total Talk Time (AGENT): 233647 ms
Total Talk Time (CUSTOMER): 81343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e92168fd-7483-4b92-ba51-8fdf894e176e_20250225T14:19_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] Oh yes ma'am. I had a, um, I had a, I had a plan with y'all, but, uh, the lady, I, I called the billing people and they said I had to call y'all because it ain't like they ain't had a payment in like 33 or 4 months, so I say I need to call y'all, so I was just trying to see.
[CUSTOMER][NEUTRAL] What, uh, like if I, if I make a payment.
[CUSTOMER][NEUTRAL] Uh, like, would it, like, would it be OK if I make a payment like uh next week or, uh, like what would I need to do?
[AGENT][NEUTRAL] OK, um, well, let me take a look at your policy and see how it's uh set up, but I'll be more than happy to assist you with your um payment questions. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I think it's 02.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 678 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, I have you here and can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So hold on one moment, let me take a look. And your, this is for your dental policy or your medical?
[CUSTOMER][NEUTRAL] Uh, all of it.
[AGENT][NEUTRAL] Because the the dental policy is still showing, well, both of them are showing, it's been paid up until [PII], but the medical policy is no longer active. Your dental policy is though.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look at the notes and see what
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] And it's on payroll deduction from the employer, so.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He may be talking about medical cause I don't see any notes on the dental.
[AGENT][NEUTRAL] He said he just
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, thank you for holding. I apologize for that wait. So, two things, and that's probably why the medical policy is no longer active. So the only thing that will go through your employer in terms of like um
[AGENT][NEUTRAL] The policy and how it's set up, um, and payments or any changes is your medical policy. The medical policy, we don't do anything for it, but send you your ID cards and your policy certificate. So for that you do have to go through your employer, um benefits in a car.
[AGENT][NEUTRAL] I'm sorry, um, Universal Trucking and let them know that you still want this policy to be active and then they would
[AGENT][NEUTRAL] You know, help you from that point. For your dental though, I can um get to my customer service department and see if I can get a representative for you to let you know what the options are to keep the policy active. Um.
[AGENT][NEUTRAL] I'm looking at the ledger now to see like what needs to be paid, but um customer service is the department that would assist you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that's for your dental, the medical would be through your employer, through um Universal truck and the employee line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Did you want me to get a customer service representative for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, before I do that, Mr. [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty, well thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh man, and I did it again.
[AGENT][NEUTRAL] Actually, it's universal trucking for both. That's a special group.
[AGENT][NEUTRAL] It's both.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEGATIVE] It's not.
[AGENT][POSITIVE] Thanks again for holding. So after looking further um for UTBA it's um we have to contact them for everything. So since they're telling you to contact us, I'm just gonna give them a call and then um get you some assistance that way, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Alright. You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from American Public Life. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], um, um, we have a mutual patient or member on the other line. Um, he has dental and health coverage. He's wanting to know what he needs to do. He's on payroll deduction. I'm not sure, but the policy hasn't been paid since December. So he's just trying to see what he needs to do to make it current, um, and to reinstate the
[CUSTOMER][NEUTRAL] OK, what's his last name?
[AGENT][NEUTRAL] His, his last name is [PII]
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you put him through?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] As well.
[AGENT][NEUTRAL] I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Oh, alright.
[AGENT][NEUTRAL] Um, [PII], I was trying to let you know that he had called previously and was advised to call APL, so I was trying to assist him to get um this done. Is there anything else you need from me?
[CUSTOMER][POSITIVE] No, I'm good thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes