AccountId: 011433970860
ContactId: 4f771bf7-bc3e-47e8-a300-ca1bcb474d65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374089 ms
Total Talk Time (AGENT): 191904 ms
Total Talk Time (CUSTOMER): 98281 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4f771bf7-bc3e-47e8-a300-ca1bcb474d65_20250117T18:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with the Keenan Advantage Group.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I was, I was calling because I wanted to.
[CUSTOMER][NEGATIVE] Um, stop my insurance, um, discontinue my insurance that I have with you guys, my dental, dental and my vision.
[AGENT][NEUTRAL] OK, so you're wanting to find out how to cancel your coverage, Mr. [PII]? Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. First off, what I would need to do is to pull up your policy information. I will have to verify several things with you first for security, and then I can direct you as to how you would go about doing that.
[CUSTOMER][NEUTRAL] OK, um, I don't have my card on me.
[AGENT][NEUTRAL] That's fine. I can look up your um information with your full social, but first I need to get your callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your social, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me. So again, that is your best contact number. Is that correct for your cell?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so thank you very much, Mr. [PII] for verifying everything. OK, so for the coverage, first off, you only have your dental coverage with APL. Um, Vision is not one of our products, but you will actually have to speak to someone at the Universal Trucking Benefits Association to cancel or UTBA. They also go by that name. Now, I'll be happy to give you their phone number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then I can also connect you with one of the representatives, but just in case we were to get disconnected for some reason, um, you know, you can call them directly.
[CUSTOMER][NEUTRAL] OK, OK. Um.
[CUSTOMER][NEUTRAL] I'm driving here, let me.
[AGENT][POSITIVE] Oh, goodness. OK. Yeah, we want you to be safe.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna pull over here right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I'm ready.
[AGENT][NEUTRAL] OK, so UTDA's phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Uh-huh. That's where the agents are located that you enrolled for your coverages with Mr. [PII]. So they'll be the one that would have to also process your request to cancel.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you very much.
[AGENT][POSITIVE] Mhm. You are certainly welcome. So would you like for me to connect you with him?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] I will be happy to do that. So we have appreciated your business. I can see you've had your policy with us for quite a while since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So thank you again. And is there anything else I can help you with before I connect you?
[CUSTOMER][POSITIVE] Uh, no, you've been very helpful. Thank you.
[AGENT][POSITIVE] Oh, well, it was my pleasure and again, thank you for calling APL and I hope that you have a very nice and safe weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you as well. So, one moment, please, Mr. [PII].
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Capital Group CVA.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. I haven't talked to you in a while.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Happy New Year.
[CUSTOMER][POSITIVE] Happy Happy new year.
[AGENT][NEUTRAL] Thank you. So I have a gentleman on the line who is with um we show it to be Keenan advantage, and his name is [PII]. He was calling because he's needing to cancel his dental and his vision, and I explained to him that he, you know, vision is not one of our products, but that you all could help him with that as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK. Well, thanks, [PII]. So, I hope you have a nice weekend. It was nice talking to you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] All right, bye bye.