AccountId: 011433970860
ContactId: 3b071672-20ea-421a-a9ed-9495923e07b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209919 ms
Total Talk Time (AGENT): 96469 ms
Total Talk Time (CUSTOMER): 67110 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3b071672-20ea-421a-a9ed-9495923e07b2_20250609T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP this is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I was wondering if I could get a uh a copy of where I'm uh, I have been terminated and it shows that my insurance has been canceled.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] I need to get I need a copy of that.
[AGENT][NEUTRAL] OK, OK, you're just needing a letter, uh, stating the termination and everything like that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Got it. OK, yeah, I can get that for you. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's uh 02584836.
[AGENT][POSITIVE] Alrighty thank you one moment.
[AGENT][NEUTRAL] OK, and then [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII], well, yeah, [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Is it uh [PII]?
[AGENT][NEUTRAL] I've got it as uh [PII], is that correct?
[CUSTOMER][NEUTRAL] OK, [PII]. sometimes I've got it at [PII] when I've got it.
[AGENT][NEUTRAL] Oh OK just wanna make sure we've got the right thing. OK, so I will say, [PII], I do appreciate you verifying that information. I am still showing this policy to be active, um, so I can get you over to benefits and a card, uh, who handles your policies. They can go ahead and get that canceled and then they would also be the ones to get you that, uh, termination letter as well.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course one moment let me get that information for you.
[AGENT][NEUTRAL] OK, so, um, did you want their phone number before I transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Are you gonna, are you gonna transfer me over?
[AGENT][POSITIVE] Correct. Alrighty.
[AGENT][NEUTRAL] Um, do you want me to? I can now if you'd like.
[CUSTOMER][POSITIVE] If you can, I appreciate it.
[AGENT][POSITIVE] Of course absolutely alrighty I'm just gonna put you on a brief hold while I get them on the line hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you, pardon. My phone's breaking up.
[AGENT][POSITIVE] Thank you. Oh, that's OK. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Be good boy.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be