AccountId: 011433970860
ContactId: 072a906e-2744-4358-a890-ab4a2c4e8d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483260 ms
Total Talk Time (AGENT): 177588 ms
Total Talk Time (CUSTOMER): 183859 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/072a906e-2744-4358-a890-ab4a2c4e8d19_20250530T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, [PII]. I'm calling because I'm wanting to cancel my policy. Um, I just don't know how to get that done.
[AGENT][NEUTRAL] OK, I can help you with canceling your policy, ma'am. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, goodness, let me log in here. I like, I've never used it since I've gotten it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So that's why I'm like I'm just gonna. Let me, let me get it. Give me one second, OK?
[AGENT][POSITIVE] Yes ma'am, go ahead and take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] I think my policy number is 2407879.
[AGENT][NEUTRAL] OK, let me pull up your policy.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh goodness, the address I signed up when it was at.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you the one where I signed up, but like I said, I signed up for it and I never used it. So um it would be [PII]. That's [PII] um and that's in [PII].
[AGENT][NEUTRAL] OK, and then what is your email address?
[CUSTOMER][NEUTRAL] Goodness, I don't know what email I used um try.
[AGENT][NEUTRAL] It looks like it's at [PII].
[CUSTOMER][NEUTRAL] Oh, OK. So it's [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Thank you. And then I do see that the, um, phone number that you gave me to call you back on, is that your cell phone number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, so looking at your policy, I see that you're with the group um CWA Local 9416 ACH. OK, so you'll need to go through your employer to cancel your policy because the um premium is sent from your employer.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, no, it's on auto pay. It comes out of my.
[AGENT][NEUTRAL] And it's a group product.
[AGENT][NEUTRAL] Yes ma'am, it's a group, it's a group product so we don't take your premium out of auto pay for you that's done through your employer and then they send it to us, so your policy will need to be canceled through them.
[CUSTOMER][NEUTRAL] It's what I'm sorry?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, so I need to cancel it through AT&T or through CWA?
[AGENT][NEUTRAL] Through CWA local.
[CUSTOMER][NEGATIVE] Yeah, see that's my union uh that I'm part of. They're not my employers, so I don't know how to get that accomplished.
[AGENT][NEUTRAL] Or maybe even
[AGENT][NEUTRAL] Or contact somebody that um does your human resources for your.
[AGENT][NEUTRAL] Your group
[CUSTOMER][NEGATIVE] Yeah, see, I, I don't know how that would even work.
[AGENT][NEUTRAL] Like,
[CUSTOMER][NEUTRAL] OK, can I just through my bank just have them stop the the reoccurring?
[AGENT][NEUTRAL] I am unsure about that um because I'm not sure exactly.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, that's, that's gonna have to be my next step just because I, I don't know who I signed up through this through my union, um, and it was a form that I filled out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I don't know how to get them to because I don't work for them, do you see what I'm saying? So.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] There's no human resources.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Is there anybody that you had to return that form to?
[CUSTOMER][POSITIVE] I remember her name was [PII], I believe, but, and she works for you guys. She came out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, this will have I because I can't cancel it on my end.
[AGENT][NEUTRAL] It would definitely have to be through your employer. Try your your you said AT&T?
[AGENT][NEUTRAL] Maybe call them first and see.
[CUSTOMER][NEUTRAL] Yeah, but AT&T is not.
[CUSTOMER][NEUTRAL] That's what I don't understand is I didn't do this through AT&T. That who is my employer. Um, I signed up because it was like a union thing that they had offered and they came into my store. So AT&T has nothing to do, to do with it, so I know I wouldn't have to deal with them, um, and I gave authorization for them to take it out of my checking account. So I did provide my routing number and my um uh account number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes ma'am. Let me see if I can find anything on here to help you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like you'll have to.
[AGENT][NEUTRAL] Contact
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, through the union.
[CUSTOMER][NEUTRAL] Do you have a contact number for her or?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Try um.
[AGENT][NEUTRAL] The agent? No, I don't have.
[AGENT][NEUTRAL] I don't have a contact number for her, but I would call your union and ask to speak to [PII].
[CUSTOMER][NEUTRAL] But she's your one of your employees though she doesn't work for the union.
[AGENT][NEUTRAL] No, she's not our employee.
[CUSTOMER][NEUTRAL] OK, let me see what I can figure out. I'm gonna have to reach out to my bank and just let them know that I'm having a hard time canceling it to see if they can just stop payment.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And she is
[CUSTOMER][POSITIVE] OK thank you I appreciate your help.
[AGENT][NEUTRAL] She's actually an agent for the union.
[CUSTOMER][NEUTRAL] I just don't know how to get a hold of her and
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to see if there's any.
[CUSTOMER][NEUTRAL] I'll see if I can get her number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and thank you for calling APL ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.