AccountId: 011433970860
ContactId: 0d0105e6-f8ce-4fd8-8424-4767fb4671c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349079 ms
Total Talk Time (AGENT): 73295 ms
Total Talk Time (CUSTOMER): 133275 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0d0105e6-f8ce-4fd8-8424-4767fb4671c4_20250610T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEGATIVE] I'm calling because I want to remove uh both the dental medical insurance that I'm getting from HP. I wanna cancel it because.
[CUSTOMER][NEUTRAL] They don't some new places. I just wanna start.
[AGENT][NEUTRAL] I'm sorry, I'm having trouble hearing you, [PII], um.
[AGENT][NEUTRAL] What are you needing help with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I want to cancel my hotel and then cover for me and my family.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Did you say you wanted to cancel coverage?
[CUSTOMER][NEGATIVE] Yes, I wanna cancel coverage, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um, your car.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it the payer ID or policy certificate which one?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] For certificate?
[AGENT][NEUTRAL] Yes, sir, you'll do the policy certificate number. OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] OK, 0258.
[CUSTOMER][NEUTRAL] 4550.
[CUSTOMER][NEUTRAL] 02 58 45 88 and then 02458.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 588. 1 is 586 and one is 586.
[AGENT][NEUTRAL] OK, [PII], can I get you to verify your last name and your date of birth for me, please?
[CUSTOMER][NEUTRAL] My last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] You need [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK. Give me just one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. Give me one moment while we try to
[AGENT][NEUTRAL] To cancel your policy, OK?
[CUSTOMER][NEUTRAL] Alright, good, thanks. So do I have to call Oxford and tell them that it's been canceled, or they're gonna get notified?
[AGENT][NEUTRAL] Um, let me see if I can get that for you.
[AGENT][NEUTRAL] You will need to contact, um, let me double check real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you will need to contact benefits in a card.
[CUSTOMER][NEUTRAL] OK, that's uh.
[AGENT][NEUTRAL] OK. Um, did you want me to uh
[CUSTOMER][NEUTRAL] Everything in the car is also.
[AGENT][NEUTRAL] Do you have their phone number?
[CUSTOMER][NEUTRAL] OK, transfer me to. No, I don't. That's Oxford, right?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, yes, you'll need to call them to cancel and their number is 18 0 transfer you, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You can you can transfer me to them.
[AGENT][NEUTRAL] OK, give me just one second, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright cool thanks.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi [PII], I have, this is [PII] with APL. I have a [PII] who wants to cancel his benefits.
[CUSTOMER][NEUTRAL] OK, yeah, um, if you want you can just send him over.
[AGENT][NEUTRAL] OK, give me just one second.
[AGENT][NEUTRAL] OK, [PII], I have them on the line, OK?
[CUSTOMER][POSITIVE] OK cool thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright sir and then I just need the name of your staffing agency and the last four of your social.
[CUSTOMER][NEUTRAL] It's for, for the.
[CUSTOMER][NEUTRAL] Oxford Global Resources LCC. OK, and then the last four of your social please.
[CUSTOMER][NEUTRAL] [PII].