AccountId: 011433970860
ContactId: 530d4178-8c59-4241-bfc7-8e752469375f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337600 ms
Total Talk Time (AGENT): 95094 ms
Total Talk Time (CUSTOMER): 152492 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/530d4178-8c59-4241-bfc7-8e752469375f_20250611T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, I got some thing in the mail regarding I have insurance with you guys and I don't recall taking on any insurance. I just got mine had done it when I was to my employer by mistake, and I want to cancel this.
[AGENT][NEUTRAL] OK, uh, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 381-98
[AGENT][NEUTRAL] OK, thank you. Excuse me, give me one moment please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And verify your date of birth and mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And email address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess y'all, I don't know what email address you would have, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, so, let's see, looks like you, this is a dental dental policy uh through our company through your employer Crown Services.
[CUSTOMER][NEUTRAL] Oh, this is just the dental policy.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's all it is, it's dental.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, well, the reason I'm, I'm getting, I'm, I'm part of an IAP program here in, in [PII], and they cover all my deductibles and all these, I'm very blessed and very fortunate, and I don't wanna do anything to ruin that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, in
[CUSTOMER][NEUTRAL] My insurance about twice a year with Cigna gets mixed up.
[CUSTOMER][NEGATIVE] Uh, and thinks I have a co-pay or a secondary insurance because of that IAP program, and I, they, they stop paying for things and it makes things disrupts everything and uh.
[CUSTOMER][NEGATIVE] I don't wanna do that. I don't want to disrupt anything, uh.
[CUSTOMER][NEUTRAL] So, let me, let me
[CUSTOMER][NEUTRAL] Let me, uh, find out if that's going to happen and I'll I'll, I'll cancel later.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, no, no, I'm gonna go ahead and cancel because I I don't even work. I don't even work for not really anymore. I'm working for a different company now, so yeah, let's just go ahead and cancel it. I'm sorry.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, you will have to contact benefits in a card, uh, since they're the ones that send over information in regards to you with this group, and they'll be able to cancel the policy for you.
[AGENT][NEUTRAL] And I give you their phone number or transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, if you could transfer me, that'd be great.
[AGENT][NEUTRAL] OK, yes, sir. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in the Cart. My name is [PII]. May I have your name, please?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII] I'm calling from APL. You say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], how you doing?
[AGENT][NEUTRAL] I am fine, Ms. [PII]. Um, I have an insured on the phone and he is wanting to cancel his dental policy.
[CUSTOMER][NEUTRAL] OK. Um, if you want to transfer him.
[AGENT][NEUTRAL] OK, uh, did you need any of his information?
[CUSTOMER][NEUTRAL] Well, I'm gonna need his, uh, the name of the agency that he's working with and the last four of the social to locate his account.
[AGENT][NEUTRAL] It's Crown Services.
[AGENT][NEUTRAL] And the last four is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, his name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII] Crown Services [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, OK, yes, because I can find him.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. You can can uh you can uh transfer him right now if you want to.
[AGENT][POSITIVE] OK, thank you, ma'am. Have a great day.
[CUSTOMER][POSITIVE] All right. You as well. Thank you for calling us.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I have Miss [PII] on the other line for benefits and a card and she'll be able to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.