AccountId: 011433970860
ContactId: fe4c7716-30bd-4fa0-9210-69b525a5cd25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219679 ms
Total Talk Time (AGENT): 72160 ms
Total Talk Time (CUSTOMER): 99225 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fe4c7716-30bd-4fa0-9210-69b525a5cd25_20250625T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Uh, my name is [PII] and, uh, basically I, I guess I signed up with you guys for insurance, uh, about a month ago.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I know I paid my first premium. I paid my first payment on the [PII] of this month. Uh, my, my actual, uh, insurance is not supposed to go into effect until the [PII], but, uh, I was told I was supposed to get a like, uh, insurance cards, welcome packet, all, all that stuff with you guys, and we're coming up on, you know, a couple of days before the [PII]. I still haven't received anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, let me see if I can find a policy number or anything for you. Give me just a second.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Yeah, and you said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any policy number yet.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, let me tell you, so it was set up through, yeah, it was set up through my business through through work. Uh, I worked through a company called WFX Logistics. It's a trucking company.
[AGENT][NEUTRAL] Who is
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] Uh, it went through the UTBA. I don't even know what the heck that is.
[AGENT][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] All right, so you.
[CUSTOMER][NEGATIVE] Uh, but it says that you guys APL is my provider da da da da da whatever stuff and like I said, I paid my full thing. I've already paid one full payment, so I paid that on the [PII].
[AGENT][NEUTRAL] We are, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I knew that I knew going into that because I signed up and let's see, that would be May, right, so it'd be like [PII] when I signed up. I knew that they that uh I would have to pay a month first and my policy wouldn't go into effect until [PII]. So I, you know what I mean, I knew, I knew all that going forward. I just assumed by now they told me that I'd have my stuff in, you know, within a couple of weeks of my first payment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I just don't see a policy number yet. If it's through UTBA they handle the enrollments, so the information may be coming directly from them. I mean we do process the claims and things of that nature as far as being the insurance company. The information for the policy enrollment would be coming from UTBA.
[AGENT][NEUTRAL] Um, I have a phone number for them. Do you want to copy it down? I can transfer you.
[CUSTOMER][NEUTRAL] Can you transfer me? because I'm driving.
[AGENT][NEUTRAL] OK, yeah. Yeah, yeah. Give me just a second, I'll try.
[CUSTOMER][POSITIVE] And I said thank you for your help.
[AGENT][NEUTRAL] Yeah, no problem, [PII]. Give me just a second, I'll transfer you over.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Cap