AccountId: 011433970860
ContactId: 2ef087e1-9176-4b91-a80e-a473dc144b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252789 ms
Total Talk Time (AGENT): 81258 ms
Total Talk Time (CUSTOMER): 45489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2ef087e1-9176-4b91-a80e-a473dc144b52_20250130T21:04_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][NEGATIVE] Yes, I'm calling to cancel my uh dental insurance.
[AGENT][NEUTRAL] OK, well, I can help you with your cancellation. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's my name is [PII]
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] All right, Ms. [PII], may I have um just a good contact number and then your policy number?
[CUSTOMER][NEUTRAL] Yeah, OK, uh, 318-6136351.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 619-158.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, and you want to terminate the dental policy, 12, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I look at the policy?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[AGENT][NEGATIVE] Oh God, I don't wanna turn nobody's.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, I have canceled the policy for you, and you'll be receiving a letter in the mail, um, just a confirmation of the cancellation, um.
[AGENT][NEUTRAL] In your mail to your home address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I would say to give that maybe a week or two, just at the most, um, but it's, I just did it, um, now, so it should be, it should be to you in a week or two, but you know with the mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Oh, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that's it thank you ma'am.
[AGENT][POSITIVE] You're welcome. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too, and have a blessing as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.