AccountId: 011433970860
ContactId: 6f55357a-83df-436d-af4f-5d44e3f2914e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300209 ms
Total Talk Time (AGENT): 77562 ms
Total Talk Time (CUSTOMER): 117157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6f55357a-83df-436d-af4f-5d44e3f2914e_20250604T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, my name is [PII] and I just received a packet on um your benefits. I work with a company called BG um SF Staffing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, and I needed to um have these canceled because uh my company is not giving me enough hours to uh pay these premiums and pay my bills.
[AGENT][NEUTRAL] Um, let's see. What is your policy number?
[CUSTOMER][NEUTRAL] Um, certificate number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, policy number. OK, it's um 7, hold on one second.
[CUSTOMER][NEUTRAL] 70019.
[AGENT][NEUTRAL] Uh, that's your group number, um, but with this type of group, you will have to contact benefits in a card to cancel, uh any policies, and if you like I can give their phone number or transfer you.
[CUSTOMER][NEUTRAL] Um, transfer me is fine. Yeah, it says on your policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, she's 01 or 02.
[CUSTOMER][NEUTRAL] OK, certificate number 02634566.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, there's 2 different numbers policy number and then a certificate number.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and the email address for me please.
[CUSTOMER][NEUTRAL] Um, sure, it's uh [PII].
[CUSTOMER][NEUTRAL] Uh, the address is [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, that was [PII].
[AGENT][POSITIVE] Uh, let's see, but yes, sir, I can transfer you to benefits in a car and they'll be able to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], uh, this is [PII] from APL and I have an insured on the phone who's wanted to cancel his policy.
[CUSTOMER][NEUTRAL] OK. And by any chance you have the
[AGENT][NEUTRAL] Our policies.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] 4 digits of the social?
[AGENT][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] What's the name of the
[AGENT][NEUTRAL] Group name is BG Staffing.
[AGENT][NEUTRAL] Uh, the last four is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] name and last name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Um, did you verify his address and date of birth?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Did you verify his address and date of birth?
[AGENT][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Go ahead and and transfer him so I could help him with the cancellation.
[AGENT][NEUTRAL] OK, yes ma'am. Hold on one moment.
[AGENT][NEUTRAL] Mr. [PII], I have Ms. [PII] on the line and she'll be able to assist you further, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, OK, thank you for the help.
[AGENT][POSITIVE] You're welcome, sir. Thank you so much for calling APL y'all have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye.