AccountId: 011433970860
ContactId: 381467ab-c9ec-43a9-bd8f-9ebb97d242b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444970 ms
Total Talk Time (AGENT): 134170 ms
Total Talk Time (CUSTOMER): 125235 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/381467ab-c9ec-43a9-bd8f-9ebb97d242b8_20250624T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing? This is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEGATIVE] Yes, I've, and, and I thought this was gone. I put in, I called you guys months, months ago and I'm thinking you guys took me off. I, I wanted to cancel this policy and you guys still haven't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cancel it.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] My but [PII].
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And then first name [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what do you know what kind of policy it was? I've got a lot of [PII]'s in our system.
[CUSTOMER][NEUTRAL] How can I narrow it down then?
[AGENT][NEUTRAL] Was it a dental policy, a cancer policy, uh, what type of policy did you have?
[CUSTOMER][NEUTRAL] No, it's it, is it, um, not, not the, not the dental or the eye, is the, is the um the health insurance.
[AGENT][NEUTRAL] OK, uh, who do you work for?
[CUSTOMER][NEUTRAL] Hirschbach.
[AGENT][NEUTRAL] Hirschbach, OK, is that a what company?
[CUSTOMER][NEUTRAL] Yes. Trucking company.
[AGENT][NEUTRAL] Uh trucking company? OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So do you have dental with us still?
[CUSTOMER][NEGATIVE] Yes, I got, I, I, yes, I think I, I, I still got um this to an I. I don't wanna cancel them. I just wanna cancel the health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find it. What state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment. It's running a little slow.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Uh, let me see what we've got here. So, I've got you on dental and let's see, there's a another policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, it looks like you've got another policy through web TPA, um, so let me, let me look at something real quick. OK, so, um, Universal Trucking Hirschbach is your employer, so I'm gonna have to transfer you over to them and then they can help you. We can't cancel anything. You have to cancel it through them. So do you mind if I get you transferred over to them?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, give me just a moment, OK?
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Universal trucking benefits.
[AGENT][NEUTRAL] Hi, um, this is [PII] with American Public Life. I've got an employee on the line who wants to cancel their policy.
[CUSTOMER][NEUTRAL] OK, uh, the office is already closed after [PII]. He would need to speak with [PII]. Uh, he would need to call back tomorrow or I can take a message and get her to call him.
[AGENT][NEUTRAL] OK, do you mind taking a message for him?
[CUSTOMER][NEUTRAL] Sure, uh, what's his first and last name?
[AGENT][NEUTRAL] First name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] And what's a good phone number for Mr. [PII]?
[AGENT][NEUTRAL] Uh, it looks like I've got [PII].
[CUSTOMER][NEUTRAL] All right, and we're on Eastern time is he, which time zone is he in? do you know?
[AGENT][NEUTRAL] He's in [PII], so he should be eastern.
[CUSTOMER][NEUTRAL] Yeah, that'll be Eastern time. Uh, OK, I will be able to get that message to [PII] at [PII] and get her to, uh, give him a call.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No problem have a good evening.
[AGENT][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] OK, Mr. [PII], it looks like the benefits office is closed. They close at [PII] Eastern, so I've left a message. Um, [PII] should be calling you back in the morning. Um, I gave her your telephone number. Uh, it should be sometime around [PII] Eastern time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, she, OK, cool.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] And she'll be able to help you get that canceled, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, anything else I can help you today?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.