AccountId: 011433970860
ContactId: 6ea1f3d9-2e6d-4ebe-855d-ac17e849e49f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176029 ms
Total Talk Time (AGENT): 70040 ms
Total Talk Time (CUSTOMER): 71417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6ea1f3d9-2e6d-4ebe-855d-ac17e849e49f_20250108T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling, uh, my name's [PII], and I've got a policy number here, but I, I'm thinking I don't need this anymore.
[CUSTOMER][NEUTRAL] Uh, can you kind of check in and explain it to me?
[AGENT][NEUTRAL] Um, you're thinking you don't need the policy anymore?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so did you just wanna sorry go ahead.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] I was gonna say I've got a policy number and a group number.
[CUSTOMER][NEUTRAL] And this was done in uh [PII].
[CUSTOMER][NEUTRAL] And it's for group hospital indemnity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But now that I'm all be on Medicaid, I don't think I need it.
[AGENT][NEUTRAL] I understand. OK, um, before I get that policy number from you, [PII], do you mind if I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, of course it's [PII].
[AGENT][NEUTRAL] Alright thank you and then I'll go ahead and take that policy number please.
[CUSTOMER][NEUTRAL] OK, 02428217.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is through an organization.
[CUSTOMER][NEUTRAL] OK, it's probably [PII].
[AGENT][POSITIVE] That's correct. OK, thank you so much for verifying that information, [PII]. All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure, there.
[AGENT][NEUTRAL] OK, are you still with, uh, the school? Are you still employed there?
[CUSTOMER][POSITIVE] Yes, yes I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like they're the ones who were handling the uh premium for your.
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it is most it is going to be yes OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, so you would cancel this through your employer.
[AGENT][NEUTRAL] If it's got an HR department, it would be through them.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][POSITIVE] OK, I can do that, you bet.
[AGENT][NEUTRAL] OK, did you have any other questions for me?
[CUSTOMER][POSITIVE] No, that was it, [PII]. I appreciate your help.
[AGENT][POSITIVE] Alright, yes ma'am, uh, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Let me try that school.
[CUSTOMER][NEUTRAL] Yeah.