AccountId: 011433970860
ContactId: 1b9b6699-3959-496f-9244-394532130e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129830 ms
Total Talk Time (AGENT): 40134 ms
Total Talk Time (CUSTOMER): 45082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/1b9b6699-3959-496f-9244-394532130e2f_20250417T21:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, I was calling to see if I can cancel, um, my health insurance that I got with you guys because it's really not worth getting it.
[AGENT][NEUTRAL] OK, do you have
[CUSTOMER][NEUTRAL] It, you know, the.
[AGENT][NEUTRAL] You have your policy number?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] I don't, I can give you my social.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] I don't even know where them cards are.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's pulling it up. Give me one moment. And what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How is she on a Hartwell.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, it looks like you have several policies. Let me get this pulled up.
[AGENT][NEUTRAL] Um, what's your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, 2 more pieces of information, your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it looks like all of these policies are through your employer.
[AGENT][NEUTRAL] So you'd have to contact them to get these terminated, um, your human resources or your employer.
[CUSTOMER][POSITIVE] OK, I'll, um, do that, um, first thing tomorrow. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye.