AccountId: 011433970860
ContactId: 181a7db7-d4cf-4933-abd2-da712395c6a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361739 ms
Total Talk Time (AGENT): 153657 ms
Total Talk Time (CUSTOMER): 145427 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/181a7db7-d4cf-4933-abd2-da712395c6a9_20250205T20:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, I was calling, uh, I, I, uh, I, I, I really want you to pull up a thing, but I work through, uh, uh, a company, a leasing company, and I want to, I want to cancel my insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you. Do you, and you said you want me to look up your policy number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I got um I got my uh member number if you need that.
[AGENT][POSITIVE] Oh, OK, wonderful. Let me pull that up for you and what's that member number, sir?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 061535
[AGENT][POSITIVE] Perfect. And your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] OK, let me, let me, let me ask, let, OK, when you pull up there, I got a couple of questions to ask.
[AGENT][NEUTRAL] OK, absolutely, um, I was able to pull it up and I can definitely take your questions if you want, but I might not be able to answer them until we go through the verification process is that OK?
[CUSTOMER][NEUTRAL] You said what now? Could you repeat that?
[AGENT][NEUTRAL] Oh yeah, so I can definitely um I can definitely get your questions if you'd like um but I do have to verify your information just before I can go over any details on the policy is that OK?
[CUSTOMER][POSITIVE] OK, yeah, yeah, that's cool.
[AGENT][NEUTRAL] OK, perfect. Would you mind just verifying for me please your date of birth sir and your first and last name?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you. And then if you could also just be so kind as to verify your mailing address on file, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect and then the last thing is just the email and the phone number on file and then I'll be able to answer any questions you have or I'll do my best at least.
[CUSTOMER][NEUTRAL] You said my
[CUSTOMER][NEUTRAL] So my email?
[AGENT][NEUTRAL] Your, your email and your phone number if you can please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. I really appreciate you going through that process with me and what questions do you have and I will do my best to answer them.
[CUSTOMER][NEUTRAL] OK, so do I have, uh, do I have uh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Disabled insurance and did I have the disabled insurance or like uh medical leave insurance or and did I have life insurance?
[AGENT][NEUTRAL] OK, yeah, so it looks like with American Public Life, we have you for dental and a hospital indemnity policy.
[CUSTOMER][NEUTRAL] The who?
[AGENT][NEUTRAL] It's a hospital indemnity. It's like a supplemental medical insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh, I have, OK, so did I have life insurance?
[AGENT][NEUTRAL] I don't show that you have life insurance with American Public Life, but your benefits are coordinated through the Universal Trucking Benefit Association, and they could have set you up with life insurance through another provider that is not us.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEGATIVE] So with this cancel everything, if I cancel it, will it cancel the vision and everything, or I got to call Universal Trust.
[AGENT][NEUTRAL] So actually all cancellations do have to go through universal trucking um and if you'd like I can give you their phone number I could transfer you to them.
[CUSTOMER][NEGATIVE] Yeah, cause I want to cancel everything.
[AGENT][POSITIVE] Everything OK perfect so they're exactly who you're gonna want to get in touch with. Do you want me to give you their phone number so you have it in case you get disconnected or would you like me to just transfer you?
[CUSTOMER][NEUTRAL] Um, shoot, uh.
[CUSTOMER][NEUTRAL] I'll tell you what, um.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, you can give me the telephone number, then you could after you give it to me, you could, uh, transfer me over.
[AGENT][POSITIVE] OK, perfect. Um, and so.
[AGENT][NEUTRAL] Their phone number and I just wanna make sure you're ready for it before I just start rattling it off.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] You're ready? [PII].
[CUSTOMER][NEUTRAL] [PII] hold on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] And they could be able to count everything, that vision, everything.
[AGENT][POSITIVE] Yes, they'll be able to help you cancel all of it.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] My pleasure. I'm gonna put you on a quick hold. I'm gonna transfer you over to them and then it will drop me off the call, but it might delay you on the call for a second, so just hang tight, OK?
[CUSTOMER][NEUTRAL] OK, let me make sure I got it. [PII].
[AGENT][NEUTRAL] You bet you, sir.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hi, can you hear me? Oh, yep, you're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Alright, let me get you on through.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah one moment.
[CUSTOMER][NEUTRAL] Hello.