AccountId: 011433970860
ContactId: 54fd935b-ca2f-442f-a94c-442deeabe9a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352160 ms
Total Talk Time (AGENT): 118839 ms
Total Talk Time (CUSTOMER): 118117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/54fd935b-ca2f-442f-a94c-442deeabe9a9_20241230T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I was wanting to cancel all my coverage with y'all.
[AGENT][NEUTRAL] OK. Yes, sir. I can help you with that. Um, now, what is your name, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, let me check these cards real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 513.
[CUSTOMER][NEUTRAL] 06.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See, do you mind if I get a callback number from you just in case we get disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0898
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And also, I I appreciate that. I do need you to verify your birthday and address for me, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and will you also verify your email address?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And so these were issued through management analysis and utilization.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, now I will need to transfer you over to benefits in a card to get this canceled because they will continue to um hold it from your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, paycheck every week and they do need to um cancel it on their end also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, I will get you over to someone if that is OK.
[CUSTOMER][NEUTRAL] That is fine.
[AGENT][NEUTRAL] OK. Yes, sir, but is there anything else I can do for you?
[CUSTOMER][POSITIVE] Uh, that'll be all. Thank you.
[AGENT][POSITIVE] OK, yes sir. Well, you have a good day and thank you for calling APL and do hold on, I'll have someone on the line for you.
[CUSTOMER][POSITIVE] All right, you have a good day as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precionidos.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits Center card. This is [PII] speaking. How may I help you?
[AGENT][NEGATIVE] This is [PII] from APL. I have an insured on the line and he needs to cancel his coverage.
[CUSTOMER][NEUTRAL] Um, and, may I have
[CUSTOMER][NEUTRAL] The name of the staffing agency he works for?
[AGENT][NEUTRAL] It's management analysis and utilization.
[AGENT][NEUTRAL] Or MAU
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you know the last four digits of their social?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Were you able to verify verify his um address?
[AGENT][NEUTRAL] I did verify his birthday address and email address.
[CUSTOMER][POSITIVE] Thank you. You can go ahead and transfer.
[AGENT][NEUTRAL] OK, and I do have a callback number. Do you need that?
[CUSTOMER][NEUTRAL] Uh, that's [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, no, ma'am. Oh, that's our number, I believe.
[AGENT][NEUTRAL] Um, his is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am. All right, here he comes. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm so sorry. I think I'm gonna get in just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, OK, here he comes now. I'm so sorry.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you for um holding up. um I'm [PII] from Benefits in the cart. I will be assisting you and Ms. [PII] said that you wanna cancel benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And you want to cancel everything?
[CUSTOMER][NEUTRAL] Everything.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The process of the cancellation takes 7 to 1 to 2 weeks.
[CUSTOMER][NEGATIVE] For all changes to be processed, you might experience one or two deductions before it's completely canceled.