AccountId: 011433970860
ContactId: 882c78e7-3f46-4572-8bae-4cc748243534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225429 ms
Total Talk Time (AGENT): 102743 ms
Total Talk Time (CUSTOMER): 64160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/882c78e7-3f46-4572-8bae-4cc748243534_20250312T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEGATIVE] I would like to cancel my insurance.
[AGENT][NEUTRAL] OK, I can help you cancel your insurance, sir. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII] and my policy number is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 472.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] So my email address is [PII].
[CUSTOMER][NEUTRAL] My home address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else did you need again?
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and if we get disconnected, is that a good number to call you on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so looking at your policy, [PII], I see that you've got your insurance through your employer, um, Focus Workforce management.
[AGENT][NEUTRAL] And in order to cancel the policy you'll have to get with your employer and let them know that you wanna cancel your policy and you no longer want it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] We can't cancel it on this end.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, but that's the thing too is that.
[CUSTOMER][NEUTRAL] My when I contact the, the guy who hired me, he stated that he has nothing to do with it. I would have to go through you guys because it's separate. He does the hiring and you guys to do the uh insurance.
[AGENT][NEUTRAL] Right, I understand, um, but your, your premiums are payroll deducted?
[AGENT][NEUTRAL] Therefore we can't cancel because the the payroll deduction will not stop you'll still be paying premiums for a policy that you no longer have so you have to go through your employer, your focus workforce management, whoever's your human resources department, and talk to them and let them know that you want to cancel your policy.
[CUSTOMER][NEUTRAL] I mean I no longer work there that's the thing too.
[AGENT][NEUTRAL] OK, um, what I'm gonna do is I'm gonna transfer you on over to benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let you speak with somebody there and see if they can help you cancel your policy, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, you're very welcome. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you for calling APL [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're very welcome.