AccountId: 011433970860
ContactId: 7ebb37c7-9453-452b-9652-0ba6553fe8bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132979 ms
Total Talk Time (AGENT): 71454 ms
Total Talk Time (CUSTOMER): 74580 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7ebb37c7-9453-452b-9652-0ba6553fe8bd_20250620T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hey [PII], this is [PII] and Burger Resources. Um, can you give me, hey, how are you? it's Friday, thank goodness, right?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] I'm good. Yes, yes.
[AGENT][NEUTRAL] Yeah, how may I help you?
[CUSTOMER][NEUTRAL] Let me give you the policy number. Let me give you his policy number. It's 2302805.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I tried to tell him it's a [PII] I probably said it wrong. I verified his date of birth and his address and all of his information. Um, his callback number is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. He has a critical illness policy it looks like and he's wanting to cancel it and I told him he need to go through his employer, but he said they're telling him to call us. What's PayMode one? Is that is that payroll deducted or is that? I can't remember. It's been a while.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it really depends if, yeah, he's with CWA. CWA is a special group. So with CWA they need to call CWA, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought. OK, do we have a number for them?
[AGENT][NEUTRAL] Yeah, they've been, yeah, they've been calling a lot about this. Yeah, we do, um, let me pull my guru really quick. I'm sorry.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Yeah, you're fine. Take your time.
[CUSTOMER][NEUTRAL] I don't have access to Google anymore.
[AGENT][NEUTRAL] OK, yes, OK. So what I have here is, um, topic to sent to fidelity of Texas enrollment termination. So it does say that for enrollments or termination, it needs to be sent to [PII] option two, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Option 2.
[CUSTOMER][NEUTRAL] OK, so it's 1 [PII]. OK, so it's 1-800-687-39, did you say 55 or 99? Give me the last four again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] OK, so I thought you said I wrote the wrong thing. OK, I'll tell him that. Thank you. That's all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Well, you have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.