AccountId: 011433970860
ContactId: 35d9b1ed-39ca-424f-b62d-452ba09d7b5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339019 ms
Total Talk Time (AGENT): 103047 ms
Total Talk Time (CUSTOMER): 115257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/35d9b1ed-39ca-424f-b62d-452ba09d7b5e_20250211T16:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I'm trying to uh cancel my, uh, medical benefits, but every time we transfer over to uh Universal Trucking, they transfer me over to extension 205, but we tried already two weeks ago and last week and this week and never answer or never call back. Is there anybody else that can help me with this?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me get your name and your policy number.
[CUSTOMER][NEUTRAL] OK. It's [PII]
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Yeah, I just need your first name and your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number 02.
[CUSTOMER][NEUTRAL] 340531
[AGENT][NEUTRAL] And what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], verify your date of birth and mailing address. Well, this is with web TPA. Go ahead and verify.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so you're saying that you're wanting to cancel this policy?
[CUSTOMER][NEUTRAL] Uh, just the medical.
[AGENT][NEUTRAL] OK, and you have the policy through your employer group, correct?
[CUSTOMER][NEUTRAL] Uh, no, the, the APL, uh, I bought it from, from APL, then, uh, they say I can.
[AGENT][NEUTRAL] But, but it's
[AGENT][NEUTRAL] It's through your employer though, so you enroll through your employer and they submit your enrollment information to APL because we finish policy. So if you're wanting to, uh, terminate or you no longer want your medical policy because it is a group policy, you'll have to go through UTBA. Do you have their phone number?
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, what number have you been dialing? You made it seem like you were transferred to different places.
[CUSTOMER][NEGATIVE] Yeah, yeah, that's where I've been transfer. I've been calling this number and then they transferred me over to uh them, but they never offered me the uh number.
[AGENT][NEUTRAL] Transferred you over to whom?
[CUSTOMER][NEUTRAL] Uh, to UT UTBA.
[AGENT][NEUTRAL] OK, did you speak with someone with at UTBA?
[CUSTOMER][NEUTRAL] No, it, it goes straight to the um to the extension and uh there's nobody there, and the [PII] 205.
[AGENT][NEUTRAL] OK, that's unusual for UTBA. I'm gonna give you their phone number and then I'm gonna transfer the call, OK? Let me know when you're ready for the number.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd, and this is to your employer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Good morning. This is [PII] with American Public Life Insurance Company. Um, have an employee on the phone that's saying he wants to cancel his medical policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what's his first and last name?
[AGENT][NEUTRAL] Uh, the first name is [PII].
[AGENT][NEUTRAL] And then I'll have to spell the last name. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just spoke to him you can go ahead and send him over.
[AGENT][NEUTRAL] OK, are we sending him to the right place?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alrighty, here he comes, thank you.
[CUSTOMER][NEUTRAL] Mhm