AccountId: 011433970860
ContactId: 4adacf7f-4cf5-481d-af4e-a14c06697a27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383880 ms
Total Talk Time (AGENT): 111689 ms
Total Talk Time (CUSTOMER): 72733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4adacf7f-4cf5-481d-af4e-a14c06697a27_20250408T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I want to cancel my coverage please at the end of this billing cycle.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, do you happen to have uh your policy on hand so we can make that cancellation for you?
[CUSTOMER][NEUTRAL] You need what?
[AGENT][NEUTRAL] Um, the policy number.
[CUSTOMER][NEUTRAL] Oh gosh, I don't, I don't know what the policy number is.
[CUSTOMER][NEUTRAL] At least I don't, I don't have it.
[CUSTOMER][NEUTRAL] You can't look up my name?
[AGENT][POSITIVE] Uh, yes, I'll try to do it this way.
[CUSTOMER][NEUTRAL] OK, it's [PII] and my wife is [PII], we're both covered.
[AGENT][POSITIVE] Alright, Mr. [PII], thank you very much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In what state is this policy issued?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] I do not, do we have any suffix um added to the last name, probably [PII] or it's just [PII]?
[CUSTOMER][NEUTRAL] It's you, you faded out a little bit, but you run that by me again.
[AGENT][NEUTRAL] Um, yes, uh, does your last name have any suffix like junior, senior, um, because I'm not able to find it just with the last name and the name.
[CUSTOMER][NEUTRAL] OK, you can't find it?
[AGENT][NEUTRAL] Uh, no, I can use the social security number if you're comfortable with it.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. Um, can you repeat it to me just a little bit slower so to make sure I have it correct. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, the system is trying to search it up.
[AGENT][NEUTRAL] Um, I am not being able to find it.
[CUSTOMER][NEGATIVE] My goodness y'all been charging my account every month.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Uh, I would believe that since it is an old product, um, uh, an old, yes, an old policy product, um, it takes a little bit of a minute.
[AGENT][NEUTRAL] For it
[AGENT][NEUTRAL] Is the policy, um, are you the main applicant or is it your wife?
[CUSTOMER][NEUTRAL] It's the, the policy is select dental 2 is what I got.
[AGENT][NEUTRAL] OK. And was the policy um firstly issued to you or your wife?
[CUSTOMER][POSITIVE] It's for both me and my wife. We're both covered.
[AGENT][NEUTRAL] All right, Mr. [PII], I am having difficulties to find it. Um, can I grab a callback number and get someone to assist me and give you a call back once I find it just to notify you? Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I.
[CUSTOMER][NEUTRAL] Alright, my number is area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And in the meantime I'll try to find that policy number, OK?
[AGENT][POSITIVE] Mhm. All right, that will work very much. Um, I will get some of my um colleagues to try to help me out uh finding the policy number and I will give you a call back as soon as I, uh, find it, all right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much all right bye bye.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye bye.