AccountId: 011433970860
ContactId: 817f5068-1afd-4031-a15c-66b00e998401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223139 ms
Total Talk Time (AGENT): 75098 ms
Total Talk Time (CUSTOMER): 67278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/817f5068-1afd-4031-a15c-66b00e998401_20250527T17:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was calling to cancel my insurance, please.
[AGENT][NEUTRAL] OK, and I can assist you with the cancellation, and Miss [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII] and hang on for the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if it's on here or not.
[CUSTOMER][NEUTRAL] Um, 0271 02571293.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Address is [PII], [PII]. And what else did you ask for?
[AGENT][NEUTRAL] Um, your email address.
[CUSTOMER][NEUTRAL] My email
[CUSTOMER][NEUTRAL] [PII] and I also have [PII].
[CUSTOMER][NEUTRAL] I'm not sure which one I put on there.
[AGENT][NEUTRAL] Thank you. It's a [PII] and thank you so much for verifying, um, I'm sorry, [PII] and thank you so much for verifying your information. Um, so what I'll have to do, hold on one moment, let me go back to the beginning.
[AGENT][NEUTRAL] Since the policy is through the employer, um, I'll just place you on a brief hold and get um benefits and the card on the line and then I can connect you to the representative for the cancellation.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] Alright, well, thanks for calling APL and hold on one moment for your transfer.
[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 Card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from APL. How are you doing?
[CUSTOMER][POSITIVE] Doing pretty well and yourself?
[AGENT][NEUTRAL] I'm doing well. I have a member on the other line who would like to cancel her policy.
[CUSTOMER][NEUTRAL] OK, do you have the staffing agency she works for?
[AGENT][NEUTRAL] Yes, it's Crown Services.
[AGENT][NEUTRAL] Or crown staffing.
[CUSTOMER][NEUTRAL] And what's the last 4 of her social?
[AGENT][NEUTRAL] I'm showing [PII].
[CUSTOMER][NEUTRAL] And her first and last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And you can go ahead and transfer over.
[AGENT][NEUTRAL] Alright, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and he'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon [PII]