AccountId: 011433970860
ContactId: 861a13f7-cca4-457e-84b0-66a269687213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373980 ms
Total Talk Time (AGENT): 169861 ms
Total Talk Time (CUSTOMER): 93659 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/861a13f7-cca4-457e-84b0-66a269687213_20250310T12:49_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I'd like to cancel my coverage.
[AGENT][NEUTRAL] OK, you're wanting to find out how to cancel your coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Would that be the payer ID number?
[AGENT][NEUTRAL] No, sir, there should be another number on your ID card as well as your name and information.
[CUSTOMER][NEUTRAL] Oh, member ID is GH.
[CUSTOMER][NEUTRAL] 684-022
[CUSTOMER][NEUTRAL] 863
[AGENT][NEUTRAL] And that's on your American Public Life insurance card?
[CUSTOMER][NEUTRAL] It says uh.
[CUSTOMER][NEUTRAL] Good health limited benefit plan first health network.
[AGENT][NEUTRAL] OK. Give me just one moment to see if I can locate your information.
[AGENT][NEUTRAL] And you said that
[AGENT][NEUTRAL] GH number was 684-022-863. Was that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not able to pull anything up in our system, Mr. [PII] with that number. Is there not another number some of some type on the front of your card?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] I got an APO.
[CUSTOMER][NEUTRAL] American public life, uh.
[AGENT][NEUTRAL] What you say I am with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The policy where you want the policy certification number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 0259.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 696 4.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So the policy number that you gave me, Mr. [PII], is for a dental policy that you have through your employment with the through Universal Trucking Quantic. Is that correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I guess. I don't know.
[AGENT][NEUTRAL] Did you work for a company called Quantic?
[CUSTOMER][NEGATIVE] Yeah, I work for a company called Quanics, but they said they couldn't help me get no insurance.
[AGENT][NEUTRAL] OK, so you actually have 4 policies with APL. Are you wanting to cancel all 4 of them?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so actually who you will need to speak with to make that request, Mr. [PII] is the Universal Trucking Benefits Association or UTBA. Now I'll be happy to give you their phone number. I can also connect you with one of their representatives, but just in case we were to get disconnected, then you could call the number I'm going to give you directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just let me know when you're ready and I'll give you that number.
[CUSTOMER][POSITIVE] I'm ready, go ahead.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, sir, that is correct.
[AGENT][NEUTRAL] So would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, if you would please.
[AGENT][POSITIVE] I would be very happy to do that and we have appreciated your business or.
[AGENT][NEUTRAL] Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, that'd be it.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ETBA.
[AGENT][NEUTRAL] Hey, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have a gentleman on the line who's wanting to cancel all of his policies.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's with Quantics.
[CUSTOMER][POSITIVE] Sure, we'll take care of it.
[AGENT][POSITIVE] All right. Well, here comes Mr. [PII]. Thank you. Have a good day. All right, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] All right bye bye.