AccountId: 011433970860
ContactId: f8c25c18-c224-4b56-ac54-98b5f0189d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364320 ms
Total Talk Time (AGENT): 105684 ms
Total Talk Time (CUSTOMER): 142767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f8c25c18-c224-4b56-ac54-98b5f0189d69_20250609T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on a claim.
[AGENT][NEUTRAL] OK, is it for yourself?
[CUSTOMER][NEUTRAL] For my husband [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have the policy number of the policy?
[CUSTOMER][NEUTRAL] Yes, it's um 249-5024.
[AGENT][NEUTRAL] OK, and um who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] We show the policy terminated 329-25.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK. It terminated.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEGATIVE] I don't understand that they were still taking payments out, so where was the payments going? Nobody told us that it terminated.
[AGENT][NEUTRAL] OK, um, let me see, so looks like it's through the employer.
[AGENT][NEUTRAL] This is a policy through the employer.
[AGENT][NEUTRAL] Universal trucking, is that right?
[CUSTOMER][NEUTRAL] Yes, but it was.
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah, that's not true. It did not terminate.
[CUSTOMER][NEGATIVE] That shouldn't have terminated.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] The only way that he, he's been out of work now for about a month, but we found the benefits or whatever and he's in the hospital now because he's getting ready to have surgery.
[CUSTOMER][NEUTRAL] But I don't know why that would come up.
[AGENT][NEUTRAL] Um, he'd have to talk to his employer. Um, I can give you the number to call for that or transfer over there. I know they'll need to speak to him though. Is that possible?
[CUSTOMER][NEUTRAL] To his employer.
[AGENT][NEUTRAL] Yeah, because the the plan is through the employer.
[AGENT][NEUTRAL] It's we just we administer it we pay the claims and process everything but.
[AGENT][NEUTRAL] The the employer is who determines when it when there's coverage and no coverage.
[CUSTOMER][NEGATIVE] OK, so if they said it's, um, it must be just went through, um, for no coverage because he hadn't been there in over a month, but we've been paying it's been coming out of his check every week.
[AGENT][NEUTRAL] So he's been receiving.
[CUSTOMER][POSITIVE] And when he had, when we filed for the benefit, he, he paid that, that was paid because they even sent us the policies and all.
[CUSTOMER][NEGATIVE] So it's not, we didn't get no letter from them saying nothing was canceled or nothing like that. So I'm not understanding that. So the only way it would be canceled, it had to just cancel because he hadn't been there since the [PII]. So it wouldn't cancel in March because they were taking payments out of um his check every week.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK. Um, let me see.
[CUSTOMER][NEUTRAL] And Mr. [PII] knows that because I, he, he the one who set it up, but that's, that's not true, ma'am.
[AGENT][NEUTRAL] OK, so do you want me to transfer you over to the employer, or because like I said it's we're, it's out of our control on when it terminates and when it coverage begins that's based on the employer who he works for.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So is that
[CUSTOMER][NEUTRAL] So we need to call California Cottage.
[AGENT][NEUTRAL] I I show Universal Trucking is like the parent company for he's a truck driver, is that right?
[CUSTOMER][NEUTRAL] Yes, but he was, his employer is California Cottage. It's not universal Trucking.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, but Universal Trucking, they have a, I guess they have a lot of different trucking companies underneath of them.
[AGENT][NEUTRAL] They're just like the large parent company.
[AGENT][NEUTRAL] So they're they're the ones who determine eligibility for all of the companies that work for them.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEGATIVE] OK, well, I guess I have to let him call them because they're probably not going to speak with me without him and he's not with me right now, so.
[AGENT][NEUTRAL] OK, do you want me to give you that number though? Uh.
[CUSTOMER][NEUTRAL] Um, so I'll let.
[CUSTOMER][NEUTRAL] Um, I have to call you back to get it because I'm driving. I can't write it down right now.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I'll, I'll call back, um, I'll call back with him on the phone and then y'all can transfer.
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.