AccountId: 011433970860
ContactId: 1451e15f-5372-458a-910c-eb97f67e86dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744599 ms
Total Talk Time (AGENT): 233530 ms
Total Talk Time (CUSTOMER): 195976 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1451e15f-5372-458a-910c-eb97f67e86dc_20250620T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, this is me, [PII]. Uh, yeah, I, I, I would like to cancel my, um, you know, the service that I signed up before.
[AGENT][NEUTRAL] The service, what type of service are you referring to? You're talking about your policy or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I, um, no, I don't have right now, um, but I can give you my social security number. I could, you know, you can find out all my number.
[AGENT][NEUTRAL] Yeah. Sure, yeah, give me one second, let me get to the right screen.
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. That's 9 numbers. That's what I needed. Thank you so much. Give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right. So looks like you have a critical illness policy and you're wanting to cancel that. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get you, OK, just one second.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] And let's see, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and who's your employer?
[CUSTOMER][NEUTRAL] Uh, AT&T.
[AGENT][NEUTRAL] OK. I think you have to cancel through them, but let me get someone on the line that can help us. Hold on just one second, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Alright, sorry about that. Thank you for holding. So yes, you just need to let your employer know that you're wanting to cancel the coverage because they deduct the premiums out of your paycheck.
[CUSTOMER][NEUTRAL] Yeah, every 2 weeks, yeah.
[AGENT][NEUTRAL] Uh huh, yeah, you just need to let them know that you wanna cancel because they control that we don't.
[CUSTOMER][NEUTRAL] Uh, who?
[AGENT][NEUTRAL] You have, there should be someone, who did you sign up through? Did you have, who helped you sign up for your insurance?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] That's the uh what you guys do what you gotta applock something apply.
[AGENT][NEUTRAL] We're not Aflac. we're, this is American Public Live Aflac's completely separate from us.
[CUSTOMER][NEUTRAL] So how did you get my uh uh your so you how you guys.
[CUSTOMER][NEUTRAL] How did you find out that I'm working on that, uh, earlier that you told me like, uh, my, you know, my medical or no illness something like that?
[AGENT][NEUTRAL] Yeah, you have a critical ill you have a critical illness policy that you signed up for through your employer. Yeah, so your employer, you just need to notify, mhm, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It's showing up there on the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you know what?
[CUSTOMER][NEUTRAL] Do you know what in there? Do you know what company it is it is it showing up over there or no?
[AGENT][NEUTRAL] Um, let's see, it says, uh, let's see, CW Local 9423 and it says credit card on it doesn't give like the whole name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are they all the same CWA. Um, there's a lot of CWA.
[AGENT][NEUTRAL] So who handles who how do you get paid? Is it on a contract or is it through the employer?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Employer deduction from the employer every 2 weeks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so who, if you had a problem with your paycheck, who would you call?
[CUSTOMER][NEUTRAL] Um, uh, HR.
[AGENT][NEUTRAL] OK, that's who I would call. I would call HR and ask them like who, who there can help you cancel your insurance?
[CUSTOMER][NEUTRAL] I did, I did call they said you have to call in your company.
[AGENT][NEUTRAL] They're saying to call us.
[CUSTOMER][NEUTRAL] And I said,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Hey [PII], this is [PII] Hamburger Resources. Um, can you give me this, hey, how are you? OK, it's Friday, thank goodness, right?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] I'm good. Yes, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me give you the policy number. Let me give you this policy number. It's 2302805.
[CUSTOMER][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I tried to tell him it's a maria [PII] Opola I probably said it wrong. I verified his date of birth and his address and all of his information. Um, his callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. He has a critical illness policy it looks like and he's wanting to cancel it and I told him he need to go through his employer but he said they're telling him to call us. What's Paymode when? Is that is that payroll deducted or is that? I can't remember. It's been a while.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it really depends if, yeah, he's with CWA. CWA is a special group. So with CWA they need to call CWA, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I thought. OK, do we have a number for them?
[CUSTOMER][NEUTRAL] Yeah, they've been, yeah, they've been calling a lot about this. Yeah, we do, um, let me pull my guru really quick. I'm sorry.
[AGENT][POSITIVE] I know, you're fine. Take your time.
[CUSTOMER][NEUTRAL] Let's see um.
[AGENT][NEUTRAL] I don't have access to Google anymore.
[CUSTOMER][NEUTRAL] OK. Um, it's OK. So what I have here is um topics to send to Fidelity of Texas enrollment termination. So it does say that for enrollment or termination, it needs to be sent to [PII], option two, Mr. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Option 2.
[AGENT][NEUTRAL] OK, so it's 1 [PII]. OK, so it's 1-800-687-39, did you say 55 or 99? Give me the last four again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 95.
[AGENT][NEUTRAL] OK, so I thought you said I wrote the wrong thing. OK, I'll tell him that. Thank you. That's all I needed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome, Ms. [PII]. Well, you have a good weekend.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I got the information. So you have to call this [PII] number. This is for CWA to cancel your coverage. Mhm.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Let me know when you're ready. Yeah, you're fine. Take your time.
[CUSTOMER][NEUTRAL] Let me get a pen.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. What's the number?
[AGENT][NEUTRAL] Ready? OK, you're gonna call [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So this is a, uh-huh.
[AGENT][NEUTRAL] And then the.
[AGENT][NEUTRAL] OK, and then you're gonna select option 2. There'll be a menu that comes on. You wanna hit option 2.
[AGENT][NEUTRAL] You're trying to get to, you're trying to get to a person named [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], that's the person you're supposed to try to reach at that number.
[AGENT][NEUTRAL] So you can cancel the coverage.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're most welcome you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks for calling IPO bye bye.