AccountId: 011433970860
ContactId: 28651adb-652c-42f5-8782-18848f65907e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329119 ms
Total Talk Time (AGENT): 129718 ms
Total Talk Time (CUSTOMER): 102599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/28651adb-652c-42f5-8782-18848f65907e_20250207T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling because um I want, I needed to cancel my policy, my benefits policy, um, because I have insurance through my other job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, well, I'll be more than happy to help you with your policies, and [PII], may I have a good contact number in case we're disconnected and then um your policy number?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] And um my policy number is 02448536.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yep, [PII]. Email address is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So in order to cancel the policy because all of our policies come through the employer, you have to go to your employer. Um, their benefit, your benefits department will send us over, usually it's like an email just letting us know to terminate the policy because it has to be in writing, and then we'll go ahead and terminate it and give them confirmation that it's done. Did you want me to give you the number to benefits in a card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, cause I, cause I contacted my employer, but they said I had to call.
[AGENT][NEUTRAL] Mhm. Benefits
[CUSTOMER][NEUTRAL] To cancel, oh call benefits in the car. OK.
[AGENT][POSITIVE] Yes, benefits in a car.
[AGENT][NEUTRAL] Mhm. So they have like an employee line for y'all, like if someone wants to enroll or cancel or make changes, that's who you have to call.
[CUSTOMER][NEUTRAL] OK, yes, could you give me that number please?
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 1-800.
[AGENT][NEUTRAL] 4497.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you want me to transfer you over?
[CUSTOMER][POSITIVE] Oh yes, please. Thank you.
[AGENT][NEUTRAL] OK, and before I transfer you, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all, [PII]. Thank you so much.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from APL. I have a member on the other line that wants to cancel their policy.
[CUSTOMER][NEUTRAL] OK, um, do you have the name of their agency?
[AGENT][NEUTRAL] The name of their agency, hold on.
[AGENT][NEUTRAL] As in like their, their employer or like the agent for the insurance. Their employer is ATC Healthcare Services.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the last 4 of their social.
[AGENT][NEUTRAL] I, hold on, it's coming up.
[AGENT][NEUTRAL] [PII], 0 wait a minute, [PII], sorry.
[CUSTOMER][NEUTRAL] OK, what's their first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then just to make sure I'm looking at the right file, would you be able to verify their address and date of birth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, um, date of birth is [PII].
[AGENT][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and uh let's see.
[CUSTOMER][NEUTRAL] So they're just wanting to cancel coverage?
[AGENT][NEUTRAL] Mhm. She said her job now she um has insurance through her job.
[CUSTOMER][NEUTRAL] OK, uh, you can transfer her over.
[AGENT][NEUTRAL] Alrighty hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, [PII], um, so