AccountId: 011433970860
ContactId: f0393929-5501-4b8d-bcb2-d0f032c9d049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229039 ms
Total Talk Time (AGENT): 89584 ms
Total Talk Time (CUSTOMER): 94982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f0393929-5501-4b8d-bcb2-d0f032c9d049_20250116T15:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so, this is [PII]. um, I'm trying to figure out I haven't received, uh, my new.
[CUSTOMER][NEUTRAL] Benefit card I work for Keenan as a um an operator and I was wondering what they did they mess up again not making taking the payments out or whatever.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, I can check and see how your policy is looking. Um, what is, um, your phone number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have my old card, my old, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If you want, um, policy number, but I know it was it was messed up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can use that to pull your information. What is um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] The group policy number is 14774.
[CUSTOMER][NEUTRAL] Uh, or you need the other number is 02544813.
[AGENT][NEUTRAL] 183. OK.
[AGENT][NEUTRAL] Oh, can you give me that number one more time, the 02.
[CUSTOMER][NEUTRAL] It's uh 0254.
[CUSTOMER][NEUTRAL] 4813 that's what you need.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And for verification for security, I need to verify your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, um, date of birth is [PII]. My address is [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so it doesn't look like the policy has changed.
[AGENT][NEUTRAL] The same one.
[AGENT][NEUTRAL] Mhm, yeah, it hasn't changed. Um, now, about the premium, um, you will have to contact Universal Trucking and see if you're up to date with the payments for the premium, um, but right now I don't see any changes and the policy number is still the same, so you're gonna continue using that card.
[CUSTOMER][NEUTRAL] So OK, so it's still active so.
[AGENT][NEUTRAL] Mhm. Yes, it's still active.
[CUSTOMER][NEUTRAL] OK, uh, who I need to
[CUSTOMER][NEUTRAL] So I mean they're making the payments because it's payroll deductible, it's payroll deductible.
[AGENT][NEUTRAL] Uh-huh. OK. Well, um, if you want to check on your, uh, premiums, make sure that everything is marching the right way. Um, you need to get in contact with Universal Trucking. I can go ahead and transfer you over if you want me to.
[CUSTOMER][NEUTRAL] OK, OK, transfer me over thank you.
[AGENT][NEUTRAL] OK. All right. You're welcome. Is there anything else I can help you with today before I transfer you?
[CUSTOMER][POSITIVE] That is it. That's it. Thank you.
[AGENT][POSITIVE] Yeah, OK, alright. You're welcome and thank you for calling APL. Have a good day, Mr. [PII]. One moment while I transfer him.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mm you
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Yes, sir. What's your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Who do you drive with?
[CUSTOMER][NEUTRAL] KAG Keenan advantage.
[CUSTOMER][NEUTRAL] OK, hold on one moment let me see.
[CUSTOMER][NEUTRAL] OK. Hold on one moment. Let me transfer you over to your agent.