AccountId: 011433970860
ContactId: 7aec32eb-ba95-46cc-8bfa-34e114af8f06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225630 ms
Total Talk Time (AGENT): 46011 ms
Total Talk Time (CUSTOMER): 66260 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7aec32eb-ba95-46cc-8bfa-34e114af8f06_20250613T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII]. Uh, I was wondering if I could, uh, cancel my dental insurance.
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 021 7.
[CUSTOMER][NEUTRAL] 853 8
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You said you wanted to cancel your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like I will need to contact um and transfer you to uh Universal Trucking. Is that alright if I put you on hold for just a moment while I get them on the line?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] CBA.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have uh [PII] on the line. He wants to cancel his dental coverage.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Great, thank you so much. Give me one moment.
[AGENT][NEUTRAL] Alright [PII], I have UTBA on the line and they'll be able to help you with that, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for holding sir. What's your first and last name?
[CUSTOMER][NEUTRAL] And no problem, it's uh [PII]. Do you want me to spell it out for you?
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, can you hear me? [PII]
[CUSTOMER][NEUTRAL] Uh no, it's [PII]
[CUSTOMER][NEUTRAL] [PII] OK, I'm gonna get, you wanted to cancel just your dental insurance?
[CUSTOMER][NEUTRAL] Yeah, just the dental.
[CUSTOMER][NEUTRAL] OK, I'm gonna get you a form sent over to your email. I just need you to fill out the bottom portion of this form and send it back to us.