AccountId: 011433970860
ContactId: 4f4d6daa-455d-4804-8c3c-d8c7798962ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424750 ms
Total Talk Time (AGENT): 209562 ms
Total Talk Time (CUSTOMER): 120261 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4f4d6daa-455d-4804-8c3c-d8c7798962ff_20250403T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Uh, I'm calling because I need to uh.
[CUSTOMER][NEUTRAL] Going down lower upper, yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Yeah, I'm calling because um I need to uh cancel my um dental and vision that I have with.
[CUSTOMER][NEUTRAL] Gus, I got on my wife's policies, so I gotta get her two policies at the same time, so I need to cancel one with this one.
[AGENT][NEUTRAL] Alright, Mr. [PII], I'd be happy to help you with canceling your dental policy today. Unfortunately, we don't offer vision, so that's gonna be through a different um thing so you may have to check with who you are enrolled with. And is this through your employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, I'm a contractor for Steven Transport, so I don't get, I don't have insurance to them. They have our own little separate thing, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Mr. [PII], uh, let me just take a look at your account and then we can see what we can do, um, before we go any further, can I get a callback number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, and do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02514873.
[AGENT][NEUTRAL] Alright, Mr. [PII], give me just a moment, let me pull that up and then we'll have to verify some information, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Let's see, alright, I was able to locate a policy for you. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK. I have a different zip code, but everything else matches.
[AGENT][NEUTRAL] So you said it's supposed to be [PII]?
[CUSTOMER][NEUTRAL] It should be 7
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No, I'm, I'm sorry, that's one of my old ones [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, that's what I've got. Good. All righty. OK, and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, the phone number you gave me is the one we have on file, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] Um, the one where you click on that.
[CUSTOMER][NEUTRAL] Email is gonna be my first name [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information for me. Uh, in your address, your street address is Indian Head one word or is it separate?
[CUSTOMER][NEUTRAL] It's one word
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just wanted to make sure that that was entered in correctly.
[AGENT][NEUTRAL] OK Mr. [PII], so this is through uh Universal Trucking Transport, so you will actually have to reach out to them to cancel your policies. Do you have the contact information for them?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, sorry, let me see here. I don't believe so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Maybe I can talk to them about my vision too then they should be able to access that hopefully.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Yes, sir, they should be able to access all of your insurances that you have enrolled in with them, um, and that most likely will include your vision. Um, let me see if I can find a phone number for them. Hold on just a moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright Mr. [PII] and um I can actually just uh transfer you through to that number now if you would like um or I can just give you the number and you can call if you if you don't have time right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I could take the number and also if you don't mind I'd like you to transfer me to I keep the number just in case I need to.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] Call them back or something go wrong.
[AGENT][NEUTRAL] Sounds like a plan, Mr. [PII]. I understand. um, let me know when you are ready for that number and I'll get it to you.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that's the American trucking something?
[AGENT][NEUTRAL] Uh, universal trucking, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] American Trucking Association something like that.
[CUSTOMER][NEUTRAL] You, OK, got you.
[AGENT][POSITIVE] Yep, alright, Mr. [PII], well, I'm gonna get somebody on the line for you and transfer you over to them. Was there anything else I could do for you in the meantime?
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][POSITIVE] Alright well thank you so much for calling APL today and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you I hope same for you.
[AGENT][POSITIVE] Thank you. Hold on just a moment for me.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh darn.
[AGENT][NEUTRAL] I, I always forget that I got a number pad that's not right. 877-725-541.
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[AGENT][NEUTRAL] Hi, uh, my name is [PII] with American Public Life. How are you doing today?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] Good. I have an insured on the line, um, who's wanting to cancel his insurance because he has other coverage. Can you help him with that today?
[CUSTOMER][NEUTRAL] Sure you can put them through.
[AGENT][NEUTRAL] All right, do you need any of his information beforehand?
[CUSTOMER][POSITIVE] No, I can get it from him. Thank you.
[AGENT][POSITIVE] All right perfect have a great day thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] How you doing?