AccountId: 011433970860
ContactId: 8d3faba0-2585-44a1-acc9-0e37ada06d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382380 ms
Total Talk Time (AGENT): 66144 ms
Total Talk Time (CUSTOMER): 130961 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8d3faba0-2585-44a1-acc9-0e37ada06d63_20250421T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, uh, the reason I'm calling is regarding the group number 17021.
[AGENT][NEUTRAL] OK, let me pull up this group.
[CUSTOMER][NEUTRAL] South Miami inpatient physician.
[AGENT][NEUTRAL] OK. And how can I help with this group today, [PII]?
[CUSTOMER][NEUTRAL] OK, I, uh, we, we requested the termination of [PII].
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] just I wanna make sure if if it was processed and because I didn't get any confirmation.
[CUSTOMER][NEUTRAL] His date of birth is [PII]. [PII] with this group.
[CUSTOMER][NEUTRAL] Supposed to be terminated effective for [PII].
[CUSTOMER][NEUTRAL] Please, if you help me, yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Did you send the communication to us via email?
[CUSTOMER][NEGATIVE] Of course, to kill him.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That's why I'm following up.
[CUSTOMER][NEUTRAL] And let me exactly when it was sent. It was sent.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, it was sent [PII] as well.
[AGENT][NEUTRAL] All right. Do you have the member's ID number by chance?
[CUSTOMER][NEUTRAL] What do you mean the member's ID number?
[AGENT][NEUTRAL] Their policy number?
[CUSTOMER][NEUTRAL] His policy? No.
[CUSTOMER][NEUTRAL] No, I have his date of birth. I have his uh
[CUSTOMER][NEUTRAL] Uh, social.
[CUSTOMER][NEUTRAL] And I have the group number that I gave you already 17021.
[AGENT][NEUTRAL] Can you give me his social?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much one moment please.
[AGENT][NEUTRAL] And his last name is [PII]. What's the second part?
[CUSTOMER][NEUTRAL] No, the first time or the pardon, the, the first part is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It starts with an [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was sent to care team.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] All right, I'm gonna reach out to the email team to make sure that they did receive it, [PII], can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, no big deal. Thank you. You are on hold.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Because how long I'm gonna do from now on.
[AGENT][POSITIVE] Thank you so much for your patience and waiting on that. So we did receive the email and the future lapse date was added to the policy. This was notated on the [PII].
[CUSTOMER][NEUTRAL] OK, so when, uh, are you, can you please, uh, send me a confirmation of his termination if you don't mind.
[AGENT][POSITIVE] Uh, yes, I, I can have the email team reply back to you absolutely.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and you have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.