AccountId: 011433970860
ContactId: 6ca22b81-4822-4fcc-bd95-f4c56dcd6f60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408390 ms
Total Talk Time (AGENT): 205470 ms
Total Talk Time (CUSTOMER): 178305 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6ca22b81-4822-4fcc-bd95-f4c56dcd6f60_20250102T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I have a um health insurance with you all, and I just transferred to a new company. I was trying to call yesterday, but it's closed, um, so I need to cancel my APL um insurance because I have a new insurance with my new company dated back to [PII], and I don't want to be charged for January, so if you can help me with all that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, so you're wanting to find out who you would need to speak to to cancel your coverage. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, sir.
[AGENT][NEUTRAL] Yes sir, I can help you with that. And what is your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, and a good callback number for you, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is, let me see one second please, card I'm driving, um, alright, we got.
[AGENT][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEGATIVE] Um, hold on one second. I'm just about to get your red light. I don't wanna.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] lot of cars around me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, thank you. So give me just a moment to get your information pulled up and I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK. Yup.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. One of the phone numbers uh that we have on file for you is what you gave me. We also have another phone number.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] Um, it's either [PII], is that it?
[AGENT][NEUTRAL] Yes, so that is it. OK, so I see that this has been through your employment with the Association for Independent and Financial.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's cut it off as far as your employ, OK, um, so now because this is a payroll deducted policy, Mr. I said, that request would go through your employer to the HR department.
[CUSTOMER][NEUTRAL] Advisors, yeah.
[CUSTOMER][NEUTRAL] That it wasn't that, that, ma'am, it's just me.
[AGENT][NEUTRAL] Because we can't cancel it.
[CUSTOMER][NEUTRAL] Uh, it's just me. I'm not, it's not through an employer.
[CUSTOMER][NEUTRAL] I've been paying out of my checking account for the last 3 years.
[AGENT][NEUTRAL] OK, we
[CUSTOMER][NEUTRAL] It's just a it's an individual policy, it's just me.
[AGENT][NEUTRAL] Right. It is individual, correct, it is individual coverage, but this, you were enrolled for this coverage for this coverage through that employment with the, the Association for Independent.
[CUSTOMER][NEUTRAL] That's why you have my home address.
[AGENT][NEUTRAL] And financial advisors.
[CUSTOMER][NEUTRAL] But I'm not part of
[CUSTOMER][NEUTRAL] OK, so how do I cancel it then?
[AGENT][NEUTRAL] You would contact the HR department with them.
[CUSTOMER][NEUTRAL] I I don't know who they are. I'm not part of them anymore. That wasn't that wasn't my employer. That was just an organization for financial advisors.
[AGENT][NEUTRAL] Now, what I
[CUSTOMER][NEUTRAL] They're not my employer.
[AGENT][NEUTRAL] OK, what I can, mhm, let's see, so give me just a second.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] They're not an employer, they're not, they're not an institution. They're they're like they help advisors, they have a publication.
[CUSTOMER][NEUTRAL] And then through that organization, I got your insurance, but they're not an employer.
[AGENT][NEUTRAL] OK, so again,
[CUSTOMER][NEGATIVE] So, I just need this to be canceled.
[AGENT][NEUTRAL] Yes, but I can't cancel it directly because of how it's entered in the system. Who have you been making your premium payments to?
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] No. Who have you been making it pay?
[CUSTOMER][NEGATIVE] I don't even know, it just gets deducted.
[AGENT][NEUTRAL] Correct. So whoever has
[CUSTOMER][NEUTRAL] I don't know, it's just been deducted.
[AGENT][NEUTRAL] And that's, yes, sir, whoever has been deducting it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's who would have to, you would have to speak to.
[CUSTOMER][NEGATIVE] Do you have a phone number for me by any chance? Because I don't know what you're talking about because this is an organization I'm not part of anymore that's not an employer that doesn't have, it's not an entity. They don't have a human resources department. I've been paying you guys directly APL out of my checking account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what I show for
[CUSTOMER][NEUTRAL] It's not a payroll deduction.
[AGENT][NEUTRAL] OK, but you have not been writing checks to American public life is what I'm trying to say.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] So you haven't been paying us directly. It's being taken out.
[AGENT][NEUTRAL] And billed to us on a group invoice under this group. Now we show a contact name for financial adviser benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For [PII]. Mhm.
[CUSTOMER][NEUTRAL] That's the contact name.
[AGENT][NEUTRAL] Yeah, financial advisor.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] And also a [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what was the name of the organization?
[AGENT][NEUTRAL] Financial advisor benefits.
[AGENT][NEUTRAL] And the phone number that I have.
[AGENT][NEUTRAL] And our system is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes, sir. And I show that this is located in [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I don't know. I'm glad you had a number though, thank you. Thank you so much for finding that for me.
[AGENT][POSITIVE] OK. Well, you're, uh, you're welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I thought that was gonna be easier. All right, I will, uh, give them a call and we'll, we'll figure it out.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][POSITIVE] OK, Mr. [PII]. So, well, thank you again for your business that you've had with us during this time, and I wish you um all the best in your new venture.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, thank you so much. You have a beautiful day and [PII] to you.
[AGENT][POSITIVE] Uh, Happy [PII] to you as well, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, take care. Bye bye.
[AGENT][NEUTRAL] Uh, you, you too. Bye-bye.