AccountId: 011433970860
ContactId: eb9383ce-4291-4c41-a0a2-17cb1dc88708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473500 ms
Total Talk Time (AGENT): 129441 ms
Total Talk Time (CUSTOMER): 196291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/eb9383ce-4291-4c41-a0a2-17cb1dc88708_20250605T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I am calling about my husband's uh disability insurance. He currently, uh, he's a truck driver, and he currently has the payments taken out of his, um, check, you know, where, where he leases on with uh Great wide, but we're thinking of changing companies, so you'll be leased on with a new company and wanted to know about taking the policy with us.
[AGENT][NEUTRAL] OK, um, I can check that for you. Can I get uh a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, let's see, I'm looking at an email.
[CUSTOMER][NEUTRAL] There's a paper.
[AGENT][NEUTRAL] Or policy certificate number?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Is it one of the numbers on the top of the email? There's like uh APL AOJB.
[CUSTOMER][NEUTRAL] And there's a 01957512.
[AGENT][NEUTRAL] Let, let's try that one. What was it?
[CUSTOMER][NEUTRAL] S dash
[CUSTOMER][NEUTRAL] The 01
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0195
[CUSTOMER][NEUTRAL] 751 2
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] And can you verify his name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that with me. The number you gave me is the policy number. What you will need to do, um, because you're not on the policy, your husband will need to contact UTBA to see if he's able to port his policy, um, and I can give you that number whenever you're ready.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think he, he has already given you guys permission to talk to me at least he said he did.
[AGENT][NEUTRAL] Uh, if it's on, if it's over the phone, it's one time and so we'll need him, it'll need to be every time. Um, you can speak with UTBA though, um, but for any sort of transferring policies or any sort of thing to do with your policy, changing it or porting your policy, um, which is what you're asking for, um, it's called porting a policy or portability you will need to contact UTBA um and he might have put you on file for them um so whenever you're ready I can give you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their number?
[AGENT][NEUTRAL] And they'll be able to check and see if it, if you can port the policy or uh what all you would need to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I need to call them. Can you transfer me or do I need to just call them?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Or do I have to have him call them?
[AGENT][NEUTRAL] Can you just
[AGENT][NEUTRAL] Um, I don't know if you're on his form or not. Um, I won't be able to check that. Um, is he with you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That I can call him and I know we can probably three way or something.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, let me go ahead and transfer you over to them and they might have more information and you might be in his file through them. Um, you're just not on file uh through his insurance. But give me one moment and I will go ahead and uh transfer you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[AGENT][NEUTRAL] Hi, is this uh UTBA?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, sorry. um, I have a Miss [PII] on the line. She's calling in regards to her husband. They were looking into porting their policy. Would you be able to help her with that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hey, do you need their policy number or do you just want me to transfer her?
[CUSTOMER][NEUTRAL] You can just transfer her.
[AGENT][POSITIVE] OK. Thank you so much for your help.
[CUSTOMER][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes. Yes, can I have your last name?
[CUSTOMER][NEUTRAL] [PII] OK, this is UTBA.
[CUSTOMER][NEUTRAL] Yes. OK um I was transferred over you from APL. Yes, she said that you uh wanted to, you had some questions about your policy. What's the first name? Your husband? [PII]. OK, let me.
[CUSTOMER][NEUTRAL] He's with Grapevine.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you have them listed as [PII], but it's officially [PII].
[CUSTOMER][NEUTRAL] I don't know if that matters or not on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it may not have translated to APL, but we do have Junior on here.
[CUSTOMER][NEUTRAL] All right. OK. Um, he is thinking of and probably going to um leave great wide and go with Lasar.
[CUSTOMER][NEUTRAL] Lease on with them.
[CUSTOMER][NEUTRAL] And they don't offer any disability or you know long or short term through their what they do there so we wanted to know about being able to take this policy with us. I'm pretty sure the salesman had told us that we could if we ever changed companies and maybe just have the payment taken.
[CUSTOMER][NEUTRAL] Yeah, go ahead. Yes, if you leave great wide, um.
[CUSTOMER][NEUTRAL] And we do not have settlement with um LandStar so you can keep that on a credit card or debit card um we just would have to have an official notice we would reach out to Great Wide.
[CUSTOMER][NEUTRAL] And and get a termination date.