AccountId: 011433970860
ContactId: 8410450a-3e69-450a-9836-a90e8763d78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198789 ms
Total Talk Time (AGENT): 82890 ms
Total Talk Time (CUSTOMER): 73731 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/8410450a-3e69-450a-9836-a90e8763d78e_20250307T21:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I was just needing to, um.
[CUSTOMER][NEGATIVE] Find out how I can go about canceling the insurance stuff cause I don't, I didn't know, um, I was signing up for it or they just had me sign some papers and I didn't realize what it was and it's, I can't afford it.
[AGENT][NEUTRAL] OK, um, I can check and see if it's a possibility. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the number would be [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm, I, I do.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] I have, um, check it, let me see if both cards are the same number as they are, um.
[CUSTOMER][NEUTRAL] It'd be 02596275.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name? I'm sorry, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, mailing address would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and you have this through Focus Workforce. OK, so, uh, Focus works with Benes in a card. Benefits and a card is the one that put this together for um the temp agency you work for. So you have to get in contact with them to see if uh how you can cancel the policy. They're the ones that issue or cancel policies. Um, so I can give you their number and I can try to transfer you over. Bear with me just a second, let me get that number, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so the number two benefits to the card is 1-800497-4856. Again, that's 1-800497-4856. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I transfer you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, uh, it'll be fine.
[AGENT][NEUTRAL] Mhm. All right. Well, thank you for calling APL. You have a good afternoon. One moment while I transfer.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.