AccountId: 011433970860
ContactId: fdb3ec36-3a8c-43a6-944c-0cacc9822aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332079 ms
Total Talk Time (AGENT): 158613 ms
Total Talk Time (CUSTOMER): 150721 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/fdb3ec36-3a8c-43a6-944c-0cacc9822aea_20250530T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, excuse me, this is [PII], uh, existing client. I was calling to get, give you guys an update on my card that I have on file. I've been having some fraudulent activities, so I ended up getting rid of that particular bank, so I have to cancel all that. Um, so now with the new bank, so I would like to update my card. Yes, I, I, I got over $500 some dollars came out of my account.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, bless it.
[CUSTOMER][NEGATIVE] Fraudulent activities.
[AGENT][NEGATIVE] Oh my goodness. That's horrible. Um.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] It is horrible and the bank said they could probably refund it. They are working on it, but I said, listen, do whatever y'all do at this point I'm done so I'm with the new bank now so I I can't keep going through that.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, sir. OK, Mr. [PII], um, can you please give me your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Absolutely area code [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] OK, let me grab my wallet here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, I've been going through it all day, making some arrangements. It's been a tough day today, but I'm getting through it though.
[AGENT][POSITIVE] You'll get through and it all, and we're just gonna pray that you get every penny back.
[CUSTOMER][NEUTRAL] Yeah, oh, of course.
[CUSTOMER][POSITIVE] Yes, indeed, because I just don't have just $500 just laying around. Oh, here you go, just take it.
[CUSTOMER][NEUTRAL] OK. I have one for dental and I have one for hospital.
[AGENT][NEUTRAL] Either one would be fine.
[CUSTOMER][NEUTRAL] OK, uh, policy number starts 02319130.
[CUSTOMER][NEUTRAL] And that is the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull that up.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK Mr. [PII] um I'll need for you please to verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, that address is [PII].
[AGENT][NEUTRAL] And your email address, sir?
[CUSTOMER][NEUTRAL] It's all lower case. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that you gave me to call you back on is that your cell phone number sir?
[CUSTOMER][NEUTRAL] It is mhm.
[AGENT][NEUTRAL] OK. All right, thank you very much. OK, so changing your bank information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show any bank information on this policy. Your premiums, um, let's see, let's look, your premiums come through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, universal trucking, I don't see any direct deposit information on here to send by direct deposit. Let me check all your policies just to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, so we don't have any banking information for you to be able to change.
[CUSTOMER][NEUTRAL] Oh, OK, so the one that I have, I read, I think it's like I paid like $120 a month.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Because I had to get it updated uh to a new policy, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see um I show that you have.
[AGENT][NEUTRAL] Let me look at this one.
[AGENT][NEUTRAL] Yeah sir, so the, the premiums come from.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To us from UTBA.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] And they're not directly taken from your bank account, yes sir, yes sir, so that they can uh if they're automatically taking your premiums then you'll need to update your bank information with them.
[CUSTOMER][NEUTRAL] OK, so I need to give them a call, correct?
[CUSTOMER][NEUTRAL] OK, so just call UTDA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you, I can't never pronounce that.
[AGENT][NEUTRAL] UTBA, um, would you like for me to transfer you over to them?
[CUSTOMER][NEUTRAL] Mm. No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Absolutely, that'll be even more convenient for me. I can get this taken care of right away.
[AGENT][POSITIVE] Yes sir, yes, I will definitely help you out all I can um let me give you their phone number just if the call's dropped, uh, during the transfer it's.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, uh, let me grab it. OK, let me grab a pen. I got one right here. Oh right, let me grab, jot this down real quick.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is it UTPA?
[AGENT][NEUTRAL] B A B as in boy, U T B A.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, alright, OK, go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 5541 alright sounds good thank you so much for your help.
[AGENT][NEUTRAL] You're very welcome, Mr. [PII]. It's gonna be a brief hold while I transfer you on over. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, that'll be it at the time. Thank you so much. Mhm.
[AGENT][POSITIVE] OK, well I wish you the best of luck and and you have a wonderful weekend. Thank you for calling APL sir.
[CUSTOMER][POSITIVE] You too as well.
[CUSTOMER][POSITIVE] Mhm thank you
[AGENT][NEUTRAL] Bye-bye.