AccountId: 011433970860
ContactId: 045091c2-ee7c-45f4-b7c9-d46b95ef2be9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156740 ms
Total Talk Time (AGENT): 43422 ms
Total Talk Time (CUSTOMER): 61191 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/045091c2-ee7c-45f4-b7c9-d46b95ef2be9_20250605T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need a letter of termination sent to my doctor's office.
[AGENT][NEUTRAL] OK. uh showing that your coverage is canceled?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, no, I don't think, uh, no, I don't think so. Well, wait, back in my card. I found my card policy number.
[CUSTOMER][NEUTRAL] 02584836
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the email address.
[CUSTOMER][NEUTRAL] Uh, to my, to the doctor or to me? Well, you can send it to me.
[AGENT][NEUTRAL] Uh, I'm just asking the email address that we should have on file.
[CUSTOMER][NEUTRAL] Oh, I don't even know it, um.
[CUSTOMER][NEUTRAL] Let me see, I think it's [PII].
[CUSTOMER][NEGATIVE] I don't changed it so many times I can't keep up with it.
[AGENT][NEUTRAL] Uh, yeah, [PII]. OK, and then, um, do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna have you call my grandma because uh I'm at work and they won't let me use the phone. I'm on break right now but they won't let me use the phone so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I don't show the policy terminated. So, do you know when that's supposed to be, or?
[CUSTOMER][NEUTRAL] It's supposed to uh got terminated on [PII].
[AGENT][NEUTRAL] OK, well, we haven't received termination yet. Um, I can transfer you over to benefits and a card. They're the ones who send us that information, um, so you could talk to them and see when they're gonna send that because I there's nothing I can generate if you're not terminated in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you send me over to them?
[AGENT][NEUTRAL] Yeah, hold on one moment, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Welcome to Benefits in a car.