AccountId: 011433970860
ContactId: 4d6d644a-09c1-4938-95b1-a097a7981741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171210 ms
Total Talk Time (AGENT): 59069 ms
Total Talk Time (CUSTOMER): 70485 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4d6d644a-09c1-4938-95b1-a097a7981741_20250130T19:32_UTC.wav
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[AGENT][NEUTRAL] have.
[CUSTOMER][NEUTRAL] Otara.
[AGENT][NEUTRAL] APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I received my information for my plan in the mail, but, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was through my work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got let go by that company, so I was wondering.
[CUSTOMER][NEGATIVE] If, if I could cancel this too, or if that gets automatically canceled.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, I can help you with that. Do you happen to have your APL card with the policy certificate?
[AGENT][NEUTRAL] Listed on it?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] Policy certificate.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that be player ID?
[AGENT][NEUTRAL] It's at the bottom of the card, do you see an inpatient or outpatient hospital benefit certificate number? Or yeah, that either one of those numbers.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 873
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] M [PII] in [PII] 7.
[AGENT][NEUTRAL] Thank you. And can you verify your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And Miss [PII], what is your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And did you say email?
[AGENT][NEUTRAL] Email and phone number, please.
[CUSTOMER][NEUTRAL] Email [PII] and phone number [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now it looks like that we have received information to.
[AGENT][NEUTRAL] Turn the policy on [PII].
[AGENT][NEUTRAL] So your, your policy won't be no longer active.
[CUSTOMER][NEUTRAL] OK, is it
[CUSTOMER][NEUTRAL] To turn it off on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it will not be active after that is.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Well, it was my pleasure to assist you and thank you for calling the APL Miss [PII]. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] I hope you do too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.