AccountId: 011433970860
ContactId: f0078247-038e-460c-b1a1-843d1eabc4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304609 ms
Total Talk Time (AGENT): 140090 ms
Total Talk Time (CUSTOMER): 75459 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f0078247-038e-460c-b1a1-843d1eabc4df_20250115T17:45_UTC.wav
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[CUSTOMER][NEGATIVE] you tired.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was checking on my benefits, um, this, I went to the dentist's office. They said I won't have them no more. I'm trying to see what's going on with them.
[AGENT][NEUTRAL] OK, I can help you with your benefits, sir. Can you please give me your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then what is your call call back number [PII] just in case our call gets dropped I can call you right back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have that right now. Can you look it up my social?
[AGENT][NEUTRAL] Yes sir, I sure can. What is your your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK Mr. [PII], I am looking at your policy.
[AGENT][NEUTRAL] And this is just to verify your benefits it's not a guarantee of payment. I do see that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have had a policy with UTBA Universal Trucking Falcon Transport.
[AGENT][NEUTRAL] And the pay, the last payment we received was on [PII] and that is um your um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The last time your policy was paid to date, the pay to date was [PII], and the policy is no longer active.
[CUSTOMER][NEUTRAL] Um, I'm trying to figure out why, um.
[CUSTOMER][NEUTRAL] I must have my car stolen I guess so.
[CUSTOMER][NEUTRAL] When they was taken out from automatic draft, so I guess it could uh can I restart it now?
[AGENT][NEUTRAL] No sir, uh, you'll have to go through universal trucking if you're still with them and um.
[AGENT][NEUTRAL] To get a policy.
[CUSTOMER][NEUTRAL] OK, you got that number.
[AGENT][NEUTRAL] Yes, sir, I do.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Let me give that to you.
[AGENT][POSITIVE] Yes, absolutely, and if you want me to I can go ahead and transfer you on over to them.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine too, yeah, I'm gonna write the number down.
[AGENT][NEUTRAL] OK, let me give you the number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I go.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK. It's 1877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, can you transfer me over there?
[AGENT][NEUTRAL] OK, would you, absolutely I will and is there anything else I can help you with on my end before I transfer you on over?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL. It's gonna be a brief hold while I transfer you, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling UTBA.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have, um, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] on the phone. The last four of his social security number is [PII]. Um, he is calling about his dental policy. He stated to me that the policy should not be lapsed, that it should be active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You're breaking up. Oh, there you are.
[AGENT][NEUTRAL] Oh, I'm sorry. I'm sorry. He, he stayed in.
[CUSTOMER][NEUTRAL] You're, you're breaking up a little bit. What's the last 4?
[AGENT][NEUTRAL] The last 4 of his social is.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, send him over because it looks like his payment was messed up. OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.