AccountId: 011433970860
ContactId: 112cf531-07bd-4f25-8132-0c47a9d51144
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209860 ms
Total Talk Time (AGENT): 76699 ms
Total Talk Time (CUSTOMER): 112690 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/112cf531-07bd-4f25-8132-0c47a9d51144_20250501T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm hoping you can help me. I am calling, um, I don't even know if I'm calling the right place or not. Um, I have the PHCS and then I have a NovaCare. I'm sorry, there's like so many things on this card. And then, um, I wanted to cancel the policy. Am I calling the right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Location, maybe?
[CUSTOMER][NEUTRAL] OK, so the policy number that's on the card is um 682-386-006.
[AGENT][NEUTRAL] OK, and what is your first name and your callback number just in case our calls dropped.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure. My name is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] Um, it's through my husband [PII].
[AGENT][NEUTRAL] OK and then do you see a group number on the card?
[CUSTOMER][NEUTRAL] Yes, the group number is G like George 1203273.
[AGENT][NEUTRAL] OK, and does he um work for Business Workers of America?
[CUSTOMER][NEUTRAL] Uh, no, this is like a private one. it does say, trying to see what, uh, what else I could give you here. It says limited benefit plan. Yeah, uh, it says plan name FEAmericare 300. Let me see what else it says here. Um, in the back, it seems like the claims go to EnovaCare.
[AGENT][NEUTRAL] Or BWS.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, trying to think what else. Oh, BWA is on the RX.
[AGENT][NEUTRAL] OK, alright, so I'm gonna transfer you over to Business Workers of America so that they can help you and assist you with um getting the policy canceled. It's gonna be a just a quick hold. I'm going to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is that the um the agency?
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] BWA OK, the agency.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm gonna give you that phone number too, um.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] It's gonna be just a minute while I pull it up.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna go ahead and transfer you on over there.
[CUSTOMER][NEUTRAL] All right, it broke up a little bit. Just on.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, before you do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct. Yes, ma'am, you got it OK.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over. You guys have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you for calling