AccountId: 011433970860
ContactId: 2afd9889-a48b-4ff5-a3c2-540df8b505c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152679 ms
Total Talk Time (AGENT): 74697 ms
Total Talk Time (CUSTOMER): 76929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2afd9889-a48b-4ff5-a3c2-540df8b505c4_20250113T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII] over in the cancer department. I hope you're doing well this morning. I have a good, I have a Mr. [PII] on the line from Progressive screens.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he is the office manager. His callback number is [PII].
[CUSTOMER][NEUTRAL] The group number is 259-07. He's calling because he says he just received a bill and he wants to cancel because they have another company that they have the same type of insurance through now. Alright, you ready for a minute? I, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, you can go ahead and send them.
[CUSTOMER][NEUTRAL] OK, and let me just introduce him. OK, thank you, hold on.
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you for patiently holding. I have [PII] on the line in group billing. She's gonna further assist you, OK? You have an awesome rest of your day and thank you for calling APO.
[CUSTOMER][POSITIVE] You as well you have a good day thank you. Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing today?
[CUSTOMER][NEUTRAL] Uh, pretty good, [PII] yourself?
[AGENT][POSITIVE] Good, good. I'm doing well, thank you. Uh, so I've got everything pulled up. [PII] gave me all of your group's information, um, and she said that you were wanting to cancel your group, um, that you have, um, coverage with another carrier, is that right?
[CUSTOMER][NEUTRAL] Correct, we went to corporate corporate uh mandated that we go in to their plans so we had to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. OK. So, um, now I do show that we have the group, um, terminated as of [PII]. Is that the correct date?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, great. So it looks like we've taken care of everything um and so that there shouldn't be anything further that you have to do, OK?
[CUSTOMER][NEUTRAL] OK, we just got a bill and it says it's for [PII]. That's the reason why I called.
[AGENT][NEUTRAL] OK, OK, let me make sure we've removed that from our system. It may have been a timing issue um let's see because it looks like we just processed within the last week, yes, so we've already removed that bill from the system so you can disregard it you don't have to worry about that we've already got the pro the um termination process for the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, that's all I need.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That is all [PII] you have a very good day.
[AGENT][POSITIVE] OK, thank you. You as well, [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.