AccountId: 011433970860
ContactId: 7e40de1a-63a5-47ef-aeb5-d706a17e5029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254580 ms
Total Talk Time (AGENT): 149591 ms
Total Talk Time (CUSTOMER): 92706 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/7e40de1a-63a5-47ef-aeb5-d706a17e5029_20250522T20:58_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to, um, I was trying to cancel um the insurance.
[CUSTOMER][NEUTRAL] My insurance
[AGENT][NEUTRAL] OK, you're wanting to, OK, so you're wanting to find out how to go about canceling your insurance, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can try and help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm so sorry. Could you please give me your name again?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, your voice is cutting out. What is the area code? OK.
[CUSTOMER][NEUTRAL] Oh, hold on, hold on.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you and your policy number please.
[CUSTOMER][NEUTRAL] I don't have it on me. I'm actually catching a flight.
[AGENT][NEUTRAL] And what is your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you give me a moment to locate your information once I do, I will have to verify some things with you first for security purposes and then we can go from there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So, first off, if you could please verify your date of birth, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] City, state, and zip?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh, my first [PII] last [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], I see that you have multiple policies with APL. Are you wanting to cancel all of them?
[CUSTOMER][NEUTRAL] Yeah, I wanna cancel all of them, yeah, all of them will they cancel today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, actually, you can't cancel with me. This enrollment came through the Universal Trucking Benefits Association or UTBA. So you will have to speak to one of those agents with UTBA in order to request your policies be canceled. Now I'll be happy to give you their phone number and also transfer you to them, but you will have to do that with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you able to write down their phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, just email it to me. I'll take it from there.
[AGENT][NEUTRAL] OK, would you like for me to transfer you to them?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, no, not at the moment. I, uh, I have some other stuff going on.
[AGENT][NEUTRAL] OK, so the email that I will send to you that will have their information included in it will come from care team. Yeah, uh huh yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, you know what, you know what, you know what, you know what, Transform me, transfer me. I, I got some time, transfer me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Um, is there anything else that I could help you with first before I do try and transfer you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you, Mr. [PII] for calling APL and thank you for your business. We've appreciated it and I hope that you have a nice rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes sir, you're welcome. One moment please.
[CUSTOMER][NEUTRAL] Uh, 24 2.
[CUSTOMER][NEUTRAL] Universal Trucking Benefits, this is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you? What can I do for you?
[AGENT][NEUTRAL] I'm good, thank you. I have an insured on the line who's wanting to cancel his policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his name is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And we showed him with Genox Transportation in our system.
[CUSTOMER][NEUTRAL] How do you spell his last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, alright um, alright, let me know when you wanna send her through.
[AGENT][POSITIVE] All right. Well, I'm ready if you are.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] OK. Well, thank you very much, [PII]. Have a nice evening.
[CUSTOMER][POSITIVE] Sure, yes ma'am.
[AGENT][NEUTRAL] Bye-bye.