AccountId: 011433970860
ContactId: f9606e60-7f00-471a-8db4-35773e32ca13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423679 ms
Total Talk Time (AGENT): 142688 ms
Total Talk Time (CUSTOMER): 215454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/f9606e60-7f00-471a-8db4-35773e32ca13_20250103T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I have an individual policy, uh, group number 12317.
[CUSTOMER][NEUTRAL] If it means anything to you?
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] What's that what's your phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I think that might be the group number that you gave me, but I should be able to locate your information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name of your employer?
[CUSTOMER][NEUTRAL] Uh, it was PGT trucking. I'm off momentarily.
[AGENT][NEUTRAL] And what's your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I could probably shorten our conversation a little bit if you just answer me the question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I have to get you, I have to get you verified first so I had to locate your policy and I do have it. If you can just verify your date of birth, your mailing address and email address for me.
[CUSTOMER][NEUTRAL] I'm looking for
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII]. And what else did you want? Mailing, post office box.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're, you're mailing
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that. And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Um, what I'm looking for is, is a policy that I have.
[CUSTOMER][NEUTRAL] Then I think it's through APL, but I'm not sure of my universal trucking dental policy that I have through the company. Is it actually, is it actually through APL?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Oh wonderful, wonderful. Um, hopefully I can have you help me out with what I wanna do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have, you know what.
[AGENT][NEUTRAL] I hope I can.
[CUSTOMER][NEUTRAL] Universal comes out of a credit card of mine through my bank.
[CUSTOMER][NEUTRAL] And I'm in the process of closing that part out.
[CUSTOMER][NEGATIVE] And you know I just don't need it no more. I don't use it anyhow, I wanna transfer.
[CUSTOMER][NEUTRAL] You take $52.65.
[CUSTOMER][NEUTRAL] For my universal trucking, which is my dental, I guess it's my dental or is it, or is it the whole policy in general, the APL.
[AGENT][NEUTRAL] It's just, you just have a dental policy with us.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Which I need an updated card too from you folks too by the way, if you could maybe send me one out once we're done here.
[AGENT][NEUTRAL] I'm sorry, what did you need?
[CUSTOMER][NEUTRAL] Like an updated card policy card like a card.
[AGENT][NEUTRAL] ID card, OK.
[AGENT][NEUTRAL] I could do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But what I hope you can do this too.
[AGENT][NEUTRAL] You want me to email it to you?
[CUSTOMER][NEGATIVE] I'd rather get a card that could put in my wallet.
[CUSTOMER][NEUTRAL] With my name and, and.
[AGENT][NEUTRAL] OK, I think
[AGENT][NEUTRAL] Yeah, I think they're the same.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Uh, anyhow.
[AGENT][NEUTRAL] Yeah, it'll have it'll have all that information on there.
[CUSTOMER][NEUTRAL] OK, you're taking $52.65 from my bank card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to transfer that. I wanna transfer that and put it on my Discover card.
[AGENT][NEUTRAL] OK, before you continue, no, this is a group policy and we received premiums from your group.
[CUSTOMER][NEUTRAL] Can you do that?
[AGENT][NEUTRAL] So it must be through your group that that's that's being done.
[AGENT][NEUTRAL] So we're not drafting anything from from your account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] Universal Trucking is.
[AGENT][NEUTRAL] Right, which is who you need to speak with.
[CUSTOMER][NEUTRAL] But that's my dental.
[AGENT][NEUTRAL] Not [PII] we're not drafting anything from your from your account it's your employer.
[CUSTOMER][NEUTRAL] That's who I thought I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] I thought my universal was through APL.
[AGENT][NEUTRAL] Your disability policy through your employer, which is universal, is administered by American Public Life, but we do not have anything to do with your premiums. Those premiums come directly from universal trucking. They send them to us.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] But the company my company name that I that I worked for was PGT Trucking. Universal Trucking just happens to be the company that takes care of our dental.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Correct, that is correct.
[CUSTOMER][NEUTRAL] I need, I, I don't have a phone number or nothing from for them to contact them is what I'm looking forward to.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Yeah, I have their number and I can also transfer you to.
[CUSTOMER][POSITIVE] Oh wonderful.
[AGENT][NEUTRAL] So let me give
[CUSTOMER][NEUTRAL] Uh, number please and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, the number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is it? Or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I 5 or 55 I thought you said I [PII]. OK, is there an extension?
[AGENT][NEUTRAL] The phone number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's their direct number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful. But you're gonna get me a new card, new card out?
[AGENT][NEUTRAL] And are
[AGENT][POSITIVE] Yes, we will.
[CUSTOMER][POSITIVE] I don't need, can't even hardly read this one anymore, so, all right. Well, thank you kindly. She's gonna transfer you.
[AGENT][NEUTRAL] OK, and I
[AGENT][NEUTRAL] Do you want me to transfer you over?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Give me just a second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any other questions before we get you transferred [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] PGT must still have me connected with that API.
[CUSTOMER][POSITIVE] Thank you for calling EBA.
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life Insurance. How are you?
[CUSTOMER][POSITIVE] I'm good thank you how are you?
[AGENT][NEUTRAL] Good, I have [PII] on the phone and he thinks that we're deducting his premiums that APL is deducting premiums from his account, but of course we're not so.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Great, so hold on this thing went down. OK, you can send him over.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, here he comes.
[CUSTOMER][POSITIVE] Thank you mhm