AccountId: 011433970860
ContactId: 5b93a539-e998-4058-a645-5be381e8550f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1296750 ms
Total Talk Time (AGENT): 300900 ms
Total Talk Time (CUSTOMER): 249221 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5b93a539-e998-4058-a645-5be381e8550f_20250115T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and yesterday, I had talked to, uh, I, I was assuming an insurance agent and
[CUSTOMER][NEGATIVE] I was gonna take this plan and I, I just can't do it. It's just too much, um.
[CUSTOMER][NEGATIVE] I don't know how to cancel this.
[AGENT][NEUTRAL] OK. Did you?
[CUSTOMER][NEUTRAL] I have a customer number.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Alright, a confirmation I have a confirmation number, um.
[CUSTOMER][NEUTRAL] And I also have a member ID number.
[CUSTOMER][NEUTRAL] That they gave me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's try the member ID, [PII]. I should be able to pull it, I think, by that.
[CUSTOMER][NEUTRAL] OK. 683.
[CUSTOMER][NEUTRAL] 813-248
[AGENT][NEUTRAL] Let me try that really quickly here.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK, that didn't bring up anything for me [PII]. Do you remember who you were speaking with?
[CUSTOMER][NEUTRAL] No, I don't. That was my mistake not getting his name, um.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] He gave me a, a customer service number, and I've been calling and each time I call, I, and I keep getting another agent, and then, but he gave me an extension number also, and it never gives me the option for the extension.
[CUSTOMER][NEUTRAL] I do have the confirmation number.
[AGENT][NEUTRAL] OK. What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Let me just do a search by your name. You said your last name is [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] First name is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. What is the confirmation that you have?
[CUSTOMER][NEUTRAL] Um, it's THA.
[CUSTOMER][NEUTRAL] 379-995
[AGENT][NEUTRAL] OK, and when did you sign up for it?
[CUSTOMER][NEUTRAL] It was yesterday on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] How did you, when you signed up for it, did you do it online? Did you?
[CUSTOMER][NEUTRAL] I talked to him on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the extension that you were given?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then this phone number?
[CUSTOMER][NEUTRAL] No, actually I just looked this phone number up online. The phone number was, it was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is the number you're calling from the [PII]. Is that a good call back in case if something happened on our phone call here? OK.
[CUSTOMER][POSITIVE] Yes it is yes it is.
[AGENT][NEUTRAL] OK, so I signed up with an insurance agent yesterday. I wanna cancel it today. All right, I need to, I can't find anything in the system yet for you, but that's not surprising since it was just yesterday, um.
[AGENT][NEUTRAL] I need to reach out and see how we can get this canceled if we're not certain on the agent either. So do you mind holding for me just a moment, [PII]? Let me, let me see what we can do here. OK. Thanks so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Uh, [PII], thank you so much for patiently waiting. Um, when you were signing up for the insurance, were you doing it on your own or is it through an employer?
[CUSTOMER][NEUTRAL] It was on my own.
[AGENT][POSITIVE] All right, thank you. um.
[AGENT][NEUTRAL] Cause we sell the groups and stuff like that too, um, so I just wanted, I wanted to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you don't recall the agent's name, correct?
[CUSTOMER][NEUTRAL] No, I can give you the number that I called.
[AGENT][NEUTRAL] That [PII] or is it a different number?
[CUSTOMER][NEUTRAL] It's a different number. It's [PII].
[CUSTOMER][NEUTRAL] And I had to speak with somebody named [PII] to
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's to verify for verification.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] And the money already came out of my bank account. Um, it was BSA hold first.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Enroll health plan and then it's got a phone number for that also.
[AGENT][NEUTRAL] So we do do plans through BWA, which is Business Workers of America, um, and I'm wondering if that's where you like the agent you were speaking with, you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm thinking that that's where that, you know, um, you got the policy from. So,
[AGENT][NEUTRAL] Um, let me call over there. I have a different number for them, and I will just 3 way you in on the call, [PII] and see if, I think this is who you need to speak with to cancel this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just one second. I'll place you on just a brief hold and then I'll bring you back in.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please press 5. And again, thank you for calling member services.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] We have not received a valid response. Please try again.
[CUSTOMER][NEGATIVE] We have not received a valid response. Please try again.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please.
[AGENT][NEUTRAL] [PII], I'm sorry for the long hold. I'm having a hard time trying, it's just ringing. I'm not getting anybody to pick up when I call that number that I have, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't know why it says her hours are from [PII] Central time and it's past [PII] central time.
[AGENT][NEUTRAL] Um, I can give you the number. I also have a customer support like email, but I, I'm pretty certain that's where the cancellation has to go through. That would make sense since you were getting it on your own and not through like an employer.
[CUSTOMER][NEUTRAL] Uh-huh, OK, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The phone number for them is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was hitting option 2 for customer service, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email address that they have is [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII], the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] All right, well that's more information what I got before so.
[AGENT][NEUTRAL] Yeah, I mean, I, when I reached out to my
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, help desk, they had said, you know, it's got to be through BWA services because we don't sell just to individuals, you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Because what I was doing is I was, I was on [PII] and I was trying to get signed up and then it gave me this number to call and.
[CUSTOMER][NEGATIVE] That's right and he was running his numbers and everything and it's like I told him I said I can't afford that. I said this is why I'm looking for something different.
[CUSTOMER][NEUTRAL] See if I can find them, but I'm gonna be paying the same amount as now. I might as well just keep what I have because I know what it is. I know what's covered and what isn't covered, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. Yeah, no, I definitely.
[CUSTOMER][NEUTRAL] If I can't find a better pricing.
[AGENT][POSITIVE] Yeah, no, definitely I, I can understand that. So, um, if you don't get anywhere with that uh definitely call us back and we'll see what else we can do to try and help um we're here from we're here until [PII] central time also.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so just call the same number option 4 and I'll get a hold of whoever.
[AGENT][NEUTRAL] Yeah, if you, if you, if, yeah, and somebody in customer care and we'll see if there's anything else we can do if, if you don't find anything out through the that phone number at BWA.
[CUSTOMER][POSITIVE] OK. All right. OK, well, thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Take care. OK.
[CUSTOMER][POSITIVE] Um, I'll see what I can do. You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.