AccountId: 011433970860
ContactId: f474902b-eefa-48f3-8123-8c08ab1eae12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271899 ms
Total Talk Time (AGENT): 89328 ms
Total Talk Time (CUSTOMER): 80818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f474902b-eefa-48f3-8123-8c08ab1eae12_20250414T22:26_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], my name is [PII]. I'm calling on behalf of my husband [PII].
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was calling to see if we still had um valid coverage.
[AGENT][POSITIVE] OK, I'm happy to check on that. Do you by chance have the policy number?
[CUSTOMER][NEUTRAL] Mhm, let me see.
[CUSTOMER][NEUTRAL] OK, this, this may be the number.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] 8854.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] Right. And then what would be the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. I just need to verify his date of birth and then the address on file.
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address should be the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you so much. So, I do show that he has an active short-term disability policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any, so that's all he is covered. He don't have like any accidental death benefits or.
[AGENT][NEUTRAL] I just see the short-term disability policy with us. I don't see any other policies with us. Hmm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check for anything else?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, I think it's all I'm gonna, I guess I'm at the point I will, yeah, we need to cancel this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It yeah so I wanted to verify that that was the coverage first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, that's universal trucking.
[CUSTOMER][NEUTRAL] I'll check everything.
[AGENT][NEUTRAL] OK, let me see if I'm not sure if this is something that you'll cancel with us or if it'll go through the universal trucking. Let me double check here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it does look like any changes to the policy do go through UTBA uh so they're at a different number and I'm happy to transfer you over and also give you the phone number if you'd like to copy it down just in case.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Uh, that phone number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you don't have any other.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you didn't have any other questions for us, I'll go ahead and transfer you over to them.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][NEUTRAL] You're you're welcome, [PII]. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Capital Group Universal Benefits. This is [PII]. How may I help you?