AccountId: 011433970860
ContactId: 22478811-7bc0-4bc6-b7f6-d0d8f04827aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206009 ms
Total Talk Time (AGENT): 65323 ms
Total Talk Time (CUSTOMER): 74993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/22478811-7bc0-4bc6-b7f6-d0d8f04827aa_20250609T22:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, how are you doing? My name is, uh, [PII], and I have a policy with y'all.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I was trying, I had a question. I was trying to see cause I have, it's me and my daughter on the policy. What would I have to do to drop my daughter if she's getting covered, she's gonna be covered somewhere else.
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02599417
[AGENT][NEUTRAL] OK, and can you verify your date of birth, address, and email address?
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][POSITIVE] OK, and then lastly just a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it looks like for cancellations it has to go through your employer, um, Universal Trucking. I can send you over to them and transfer you, um, not sure if they're still open.
[AGENT][NEUTRAL] I can try though and then um do you want to take their number though just in case they're closed?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think I have it. Is it uh [PII]?
[AGENT][NEUTRAL] And I've got an [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, that's fine. Let me see if they're open.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Capital Group Unival Benefits, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, hi, this is [PII] with APL and I have a member on the line that was interested in dropping coverage for his dependent.
[CUSTOMER][NEUTRAL] All [PII]. Let me take the phone call and I'll have to refer them to my customer service. It's after hours here in here in [PII].
[AGENT][NEUTRAL] Oh, OK. Um, do you want me to just tell him to call back tomorrow?
[CUSTOMER][POSITIVE] Yeah, if they call back after [PII] Eastern Standard Time and just ask for customer service, they'll be able to take care of that for them.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Yes, ma'am. Have a great evening.
[AGENT][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] OK, it looks like they are closed, so if you call back tomorrow after [PII] Eastern Standard Time, they should be able to help you and just ask for customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.