AccountId: 011433970860
ContactId: ec432ecc-3316-4d2f-923e-979fdb3de26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547559 ms
Total Talk Time (AGENT): 226921 ms
Total Talk Time (CUSTOMER): 168069 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ec432ecc-3316-4d2f-923e-979fdb3de26b_20250205T19:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, how you doing? This is [PII]. I got a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I got insurance through you guys.
[CUSTOMER][NEUTRAL] But I no longer work at the company as of Friday. I was trying to see how can I keep the policy and just pay out of pocket.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that. Do you have your policy number handy, my friend?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK, I can search for your policy with your social if you'd like.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] And could you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, sir, and I'm just gonna verify with you a couple of additional bits of information real quick. The mailing address on file, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and then lastly is just that phone number and email on file if you can please.
[CUSTOMER][NEUTRAL] [PII] and the number [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] Is that a good number to call you back if we were to get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Perfect. Alright, it looks like you have a handful of policies with us. um, are you looking at a particular one or are you wanting to keep as many of them as you possibly can?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, I can keep all of them right now. What do I pay a month?
[AGENT][NEUTRAL] Um, so I don't have access to that, um, information.
[AGENT][NEUTRAL] I'm so sorry, but I can't tell you what policies you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I know what I have. I just want to see how can I go about continue paying, you know.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For the month, I mean, you know, paying it.
[AGENT][POSITIVE] OK, no worries. So, um, hang tight with me let's see what we're gonna do.
[AGENT][NEUTRAL] As far as seeing about keeping as much of that coverage as we can.
[AGENT][POSITIVE] You having a great day today so far?
[CUSTOMER][POSITIVE] Yes ma'am, I thank you.
[AGENT][POSITIVE] Good. I'm glad to hear it.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Alright, do you mind, um, do you mind, Mr. [PII], if I just put you on a brief hold one second?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] OK perfect one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][POSITIVE] I'm doing super wonderful thank you for asking.
[AGENT][NEUTRAL] Um, hey, I got a gentleman on the phone. He's with UBTA and he is leaving them, and he wants to know about porting any policies he possibly can with us. Um, I did check Guru and it doesn't look like they have any particular instructions for porting, so I didn't know.
[CUSTOMER][NEUTRAL] What you got, girl.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yeah, let's look. Um, so his dental policy is [PII].
[AGENT][NEUTRAL] Um, I'm assuming like his group term lifes he won't be able to pull, but he wants to keep.
[AGENT][NEUTRAL] Um, any of them that he can keep.
[CUSTOMER][NEUTRAL] He can keep them, but he has to go through UTBA and there should be a guru card on there.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] About that.
[CUSTOMER][NEUTRAL] If I recall correctly, I think I did it. It's been a while, but yes, he can call UTBA um you can transfer him and I can transfer him to UTBA.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So if they're porting with UBTA they have to go through UBTA?
[CUSTOMER][NEUTRAL] UTBA, so it's Universal Tracking Benefits association, and when you.
[AGENT][POSITIVE] Am I just saying that, oh I'm sorry.
[CUSTOMER][NEUTRAL] It's OK. I just wanted to make sure you understood what I was, what we were talking about. This one, it says universal trucking, so that's still UTBA. Anytime you see universal Trucking, that's UTBA is, they're all standardized with that because it's a trucking company, but it's a third party that administers the group for us with the group, so it's actually the agent's office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So they can port them, but they can't port them individually with us directly. They just have to go through the payment method with universal trucking and we just transfer them.
[AGENT][NEUTRAL] OK perfect so I will, I will see if [PII] can update that guru card because I'm on it and I didn't see anything about like portability, um, but I can just send him to the tracking benefits. I have their phone number written down.
[CUSTOMER][NEUTRAL] To them.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah, um, she sure don't have it out there, does she?
[CUSTOMER][NEUTRAL] It should be on topics to send a UTBA.
[CUSTOMER][NEUTRAL] Maybe this that's why she put over.
[AGENT][NEUTRAL] If I'm on a different guru card, like I'm on the one that says Universal Trucking Benefit Association under the special group handling, and it just says like, it does say to send them to cancellations, but I didn't know if it would fall under, you know what I mean?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying she doesn't have it on there. I just saw that it's supposed to be on there if they're wanting to port that may be why it's so many phone calls about it.
[AGENT][NEUTRAL] You might be, yeah, because it's like otherwise send the customer service. OK, I will.
[CUSTOMER][POSITIVE] I didn't realize that, girl. I'm so sorry. Um, yeah, just let, just let her know.
[AGENT][NEUTRAL] No, don't be. I will, I will let him know and then I'll let [PII] know that that's missing on there and see if we can get a little update.
[CUSTOMER][NEUTRAL] I guess most of us have been here so long, it's just an understood thing with us, we know.
[AGENT][NEUTRAL] OK, well, now I will too. You don't know how many, um, actually people I've sent to you over this, so, um, lesson learned.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] Yeah, it's OK and I just no problem just let me know if you need me to do anything and thanks, [PII].
[AGENT][POSITIVE] No, I really appreciate you. Take care. Thank you.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Hey, thank you so much for your patience Mr. [PII]. So I was just verifying the what the practice is um with your group, and it looks like all of your policies are administered through Universal Trucking Benefit Association and so we would need to reach out to them to continue policies over.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have their phone number. I can transfer you to them, or I could like give you their phone number if you'd rather talk to them at a different time. I can do whatever you want me to do.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can I get both?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] I want
[AGENT][NEUTRAL] Let me know when you're ready for the phone number and I'll give it to you and then I'll transfer you over to them OK?
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] Perfect, I have the phone number listed as [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and then what I'm gonna do is I'm gonna put you on another brief hold I'm going to dial out to them and connect the call um and then you will be live with them and it will drop me off, OK?
[CUSTOMER][POSITIVE] Alright thank you man.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group Universal benefits.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, can I help you?
[CUSTOMER][NEUTRAL] Yes