AccountId: 011433970860
ContactId: 18a286a2-8382-4ccc-9dce-16f09c30476a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336510 ms
Total Talk Time (AGENT): 88652 ms
Total Talk Time (CUSTOMER): 179424 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/18a286a2-8382-4ccc-9dce-16f09c30476a_20250219T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, sorry, good morning. How are you?
[AGENT][POSITIVE] I'm doing well how are you doing this morning?
[CUSTOMER][NEUTRAL] Good, good, thank you, sweetheart, my name is [PII]. I'm calling on behalf of the agent [PII].
[CUSTOMER][NEUTRAL] And the reason I'm calling is regarding the group number 024245.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] Well, very nice today.
[CUSTOMER][NEGATIVE] No, come on, it's not good. It's hot.
[CUSTOMER][POSITIVE] Mm thank you.
[CUSTOMER][NEUTRAL] you know,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The, the what, what do you want exactly? The APL what? Uh-huh.
[CUSTOMER][NEUTRAL] Uh yeah, OK. You want the, the [PII]?
[CUSTOMER][NEUTRAL] 1,06882.86.
[CUSTOMER][NEUTRAL] 682.
[CUSTOMER][NEUTRAL] 86 cents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, Bravo [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They're receiving statements
[CUSTOMER][NEUTRAL] Mr. [PII], of course they're receiving because January was paid.
[CUSTOMER][NEUTRAL] The [PII], yeah, and now they're requesting to terminate the one I am with IPL online to terminate her. They wanna know if we can terminate her on the beginning of February or the [PII], so I am with them now. Let me call you back, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello. Hi, Miss [PII].
[CUSTOMER][POSITIVE] Yes thank you I'm so sorry, yeah, I'm so sorry OK uh.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So, uh, regarding the group, I don't know if you pull it up, it's uh 04.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 245.
[AGENT][POSITIVE] Yes ma'am, I do have the group pulled up now.
[CUSTOMER][NEUTRAL] Yeah, it is the AA worldwide.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. So we have a participant under the name of [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK let me get [PII]'s do you have [PII]'s policy number?
[CUSTOMER][NEUTRAL] No, but I have her, uh, date of birth.
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you. And if you want her social, I'm ready if it's easier for you.
[AGENT][NEUTRAL] No, ma'am. I've got her pulled up now.
[CUSTOMER][POSITIVE] OK. Thank you much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And how can we help you with [PII]'s policy, I mean, yeah, Miss [PII]'s policy.
[CUSTOMER][NEUTRAL] OK. Uh, they requesting, yeah, uh, they're requesting to terminate her.
[CUSTOMER][NEUTRAL] From her coverage with APL and uh if possible to do it uh [PII] or [PII], this is their uh request. So can we do it for [PII] or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me look and see if she's paid.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yes, you can do it for [PII]. She's paid to [PII], so what you're going to need to do is send in an email to us. Let me give you the email address.
[CUSTOMER][NEUTRAL] Uh, it is 13.
[AGENT][POSITIVE] Care team, yes, that's correct, sending an email um with the information that you need that.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEGATIVE] It needs to be canceled effective.
[CUSTOMER][NEUTRAL] Like saying, saying what?
[AGENT][NEUTRAL] She needs to be canceled effective [PII].
[AGENT][NEUTRAL] Her policy number is 25.
[AGENT][NEUTRAL] 00544.
[CUSTOMER][NEUTRAL] OK. So I'll send to care team her full name under the group number of ACCA Worldwide, and we need to cancel or to terminate the coverage for whatever her name was, her date of birth and the policy number 2500544 effective [PII], correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yes, that's correct send that email to us and we'll take care of it for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I really, really, really thank you.
[CUSTOMER][POSITIVE] And you have a great day, ma'am.
[AGENT][POSITIVE] Oh well, you're so welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Yes, Miss [PII], thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.