AccountId: 011433970860
ContactId: 70baf66e-455e-4235-8fc7-3dffb8cd3e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254940 ms
Total Talk Time (AGENT): 87642 ms
Total Talk Time (CUSTOMER): 85270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/70baf66e-455e-4235-8fc7-3dffb8cd3e35_20250602T19:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling EPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, hello, uh, my name is [PII]. I have insurance through you guys. I'd like to cancel that.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2495
[CUSTOMER][NEUTRAL] The policy number, man, I have it on my phone.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I can also search it with the, oh, you said hold on, OK.
[CUSTOMER][NEUTRAL] Uh, I don't have the, the card on me right now.
[AGENT][NEUTRAL] OK, I can search it with your policy, I'm sorry, with your um social security number as well.
[CUSTOMER][NEUTRAL] Oh, OK, here's the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what you needed, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Your mailing address and your email address.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, to cancel the policy, you'll have to go through the employer since all the policies are through the employer. Um, I can give you the number to benefits in a card and transfer you over as well so they can help you with the cancellation, and then they'll send everything to us in writing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I need a
[CUSTOMER][NEUTRAL] I need to call a different number.
[AGENT][NEUTRAL] Yes, I can transfer you over if you like. I just didn't know if you needed the number.
[CUSTOMER][NEUTRAL] Sure, I'll, I'll transfer over. OK, uh, well, give me the number just in case [PII].
[AGENT][NEUTRAL] OK. Uh-huh, [PII].
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 497
[CUSTOMER][NEUTRAL] 48
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 56 that's benefits on the card?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and before I
[CUSTOMER][NEUTRAL] OK, could you transfer me please?
[AGENT][NEUTRAL] Sure. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's, that's all.
[AGENT][NEUTRAL] Alright, thanks for calling APL. You're welcome. Hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] with APL. I have a member on the other line that is wanting to cancel their policy.
[CUSTOMER][NEUTRAL] Sure thing, and I'll pass them through.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] All right have a great day.
[AGENT][NEUTRAL] You also. Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good