AccountId: 011433970860
ContactId: 5f1f6524-da96-4052-b48a-b5913d2cff1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446510 ms
Total Talk Time (AGENT): 105894 ms
Total Talk Time (CUSTOMER): 188090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5f1f6524-da96-4052-b48a-b5913d2cff1c_20250410T17:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I want, I was calling to cancel my policy and probably see if I can get a refund for today's charge.
[AGENT][NEUTRAL] OK, uh, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell the first name for me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I have the member ID. It's 682.
[CUSTOMER][NEUTRAL] 720883
[AGENT][NEUTRAL] Is that for American Public Life?
[CUSTOMER][NEUTRAL] Uh, so I'm insured with you guys through.
[CUSTOMER][NEUTRAL] Uh, another company called Basic Core.
[AGENT][NEUTRAL] Mhm. Do you have an ID card?
[CUSTOMER][NEUTRAL] Yeah, that's the member ID that I just gave you.
[AGENT][NEUTRAL] Mhm, it's not one of our policy numbers. spell your last name. I can search by your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. What's a good, uh, phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what state do you reside?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] State where do you live? What state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what type of policy you have?
[CUSTOMER][NEUTRAL] Um, honestly, I don't know. I just received a letter from you guys, um.
[CUSTOMER][NEUTRAL] That there was a claim that I put in. Um, I believe it's a family plan.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I, I put in a claim because I wasn't being covered for some vaccines for my daughter.
[AGENT][NEUTRAL] OK, let's take a look. I think I've located the policy.
[CUSTOMER][NEUTRAL] And I received a letter from ACL.
[AGENT][NEUTRAL] Mhm, and the number that you gave me is your member ID number, so I see that number now, um, but your policy number is 2514076.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 251-407-6
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Verify your date of birth and your complete mailing address and then your email address please.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Uh, mailing address is [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thanks, [PII], give me one moment please.
[AGENT][NEUTRAL] Alright, so what I'm going to do is get you transferred over to the area that will be able to assist you with your cancellation uh of this policy. Uh, did you have any other questions before we transfer?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day in one moment.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support. You are currently caller number 5 waiting to speak with a representative. The estimated hold time is currently 3 minutes. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 3, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller #2, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller #2, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][POSITIVE] Your call is now first in line and will be answered by the next available representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] Customer support, this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Customer support, may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with American Public Life. I have a mutual uh member that's wanting to to cancel her coverage.
[CUSTOMER][NEUTRAL] Oh, are you, wait, where are you calling from?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] 000, OK, uh, what is the member ID?
[AGENT][NEUTRAL] The member ID is 682-720883.
[CUSTOMER][NEUTRAL] OK, are you doing like a claims check or oh, OK, you're from APL and this plan, uh, I see.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me real quick because I can't cancel from our end because same thing like with with y'all selling the plans we don't directly sell our own so with the plan that she has through another company it's kind of the same thing where she'll need to reach out to them and then what's her name and date of birth?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Alright, so in order for her to how did she get your phone number?
[AGENT][NEUTRAL] I don't know, um, but can you accept the call and then give her the information as to or direct her as to where she needs to go or who she would need to come to contact?
[CUSTOMER][POSITIVE] Oh yeah, I can do that, yeah.
[AGENT][NEUTRAL] OK. All right, and you're ready for the call?
[CUSTOMER][POSITIVE] Yeah, if you want to transfer over, that's perfectly fine.
[AGENT][POSITIVE] OK, [PII]. Thank you. Here she comes.