AccountId: 011433970860
ContactId: 3b45e73b-d08f-4a50-b99d-fca8f0a4615f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201410 ms
Total Talk Time (AGENT): 37092 ms
Total Talk Time (CUSTOMER): 45980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3b45e73b-d08f-4a50-b99d-fca8f0a4615f_20250618T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling about my uh.
[CUSTOMER][NEUTRAL] Health insurance?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with um.
[CUSTOMER][NEUTRAL] [PII]? No [PII]?
[AGENT][NEUTRAL] Um, was that someone here you spoke with?
[CUSTOMER][NEUTRAL] Yeah, he's the one I started my claim with. Well, I started my.
[CUSTOMER][NEUTRAL] Insurance though for more.
[CUSTOMER][NEGATIVE] I don't know if I need to talk back with him or what, but I just want to cancel my uh I'm canceling my health insurance, but I'm gonna keep the, the dental and the vision.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have your, uh, I can look up your name by your name or your social?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and you said your first name was [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I found your policy. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for your policy cancellations, you'll have to talk to Universal Trucking. Um, I can transfer you over there.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life, and I've got uh one of your employees on the line that would like to cancel coverage.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for holding. What's your first and last name?