AccountId: 011433970860
ContactId: 6a67ea1a-d834-479f-ba63-5c6b6ee17726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361739 ms
Total Talk Time (AGENT): 149475 ms
Total Talk Time (CUSTOMER): 156949 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6a67ea1a-d834-479f-ba63-5c6b6ee17726_20250109T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I've got a policy with APL for dental and um I guess it's uh life insurance.
[AGENT][POSITIVE] Yes, sir. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My policy number is 01076594.
[CUSTOMER][NEUTRAL] I need to cancel my dental.
[AGENT][POSITIVE] Alright, it would be my pleasure to assist you. Bear with me just one second. Let me get that pulled up for you.
[AGENT][NEUTRAL] And what is your name and date of birth please sir?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good call back number and email please sir.
[CUSTOMER][NEUTRAL] Zip code you say?
[AGENT][NEUTRAL] A callback number and email.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Callback number callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email is.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email is my full name, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so very much. I appreciate that verification.
[AGENT][NEUTRAL] And let me just check something for you, bear with me just one second.
[AGENT][NEUTRAL] And you're with
[AGENT][NEUTRAL] Through Universal Trucking.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will need to transfer you to them for a cancellation of policy. Now I know that they're expecting, you know, ice ice conditions, um, near their company so what let can I let me try that again. I apologize. I was trying, I'm gonna try to transfer the call to them if they're not open, I can give you their phone number.
[AGENT][NEUTRAL] And that way you can call them the Universal trucking benefits department, are you ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh I can real quick here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, well, the reason I didn't call them is because I can never get a hold of them.
[AGENT][NEUTRAL] And let me go
[AGENT][NEUTRAL] Oh let's see if I can get a hold of them. Bear with me just one moment. Before I do, Mr. [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right, let me see if I can get one of their representatives on the line. I hope you have a wonderful evening.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you for calling APL one moment.
[CUSTOMER][NEUTRAL] Universal Trucking benefits, this is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] at APL. How are you doing?
[CUSTOMER][POSITIVE] I'm doing OK how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. You're getting ready for all that good weather, huh?
[CUSTOMER][POSITIVE] Yeah we're expecting some tomorrow, yeah.
[AGENT][NEUTRAL] Yeah. Well, I have a Mr. [PII] on the line with [PII] and he wants to cancel his dental coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, let me find him and we're gonna have to.
[CUSTOMER][NEUTRAL] Uh, 3 after 5 here, so the people that send the cancellation love to send him a cancellation form first thing in the morning and it's just a uh DocuSign form, but let me find him in here and make sure I get the right person you said [PII].
[AGENT][NEUTRAL] Yes, sir. First name [PII]. I do have the last four of his social if you need that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, maybe not, hold on, let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright um.
[CUSTOMER][NEUTRAL] Is is he located in [PII]? Is that [PII], is he some is there somebody else I'm looking at?
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] OK, date of birth [PII].
[AGENT][NEUTRAL] Let's see, I verified that a minute. Let me get back to the screen [PII]. That is him.
[CUSTOMER][NEUTRAL] OK, OK, yeah, so, um, I have the email as as uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, yeah, so I mean, uh, if you want me to talk to him, be glad to, but the the cancellation form will have to be sent to him as a DocuSign form, and it's just gonna state that he wants to cancel this this policy. He just needs to open it up on the email and then, you know, click the, the doc you know, follow the execute the doc the DocuSign, and then that'll complete the cancellation process, uh, for him. He'll get a copy and, you know, when he does that and everything, you know how DocuSign is.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, would you like me to tell him that, or you just, OK, OK, sure, is he?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, sir, please, if that's OK. All right. Thank you, Ms. [PII]. Y'all stay safe tomorrow.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And I'll get him on the line thank you.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line and he's going to assist you further with that dental policy cancellation. And you have a wonderful evening y'all stay warm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright, hey there, uh, Mr. [PII], my name is uh [PII]. I'm one of the agents.