AccountId: 011433970860
ContactId: 8e91ff59-9537-4f4e-a8b0-72c341ce4c84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230270 ms
Total Talk Time (AGENT): 62089 ms
Total Talk Time (CUSTOMER): 76690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8e91ff59-9537-4f4e-a8b0-72c341ce4c84_20250305T15:57_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to cancel.
[CUSTOMER][NEUTRAL] My, all my insurance.
[AGENT][NEUTRAL] OK. Sure. And may I have your name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] It's um it's 025.
[CUSTOMER][NEUTRAL] 64857
[AGENT][POSITIVE] OK, thank you. And let me have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, you said email address is [PII]?
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] OK, so you are with TRC staffing. OK, to make any changes or cancel the policy, you will have to get in contact with benefits and a card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can go ahead and transfer you over.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. You're welcome. Let me give you the number for future, one moment.
[AGENT][NEUTRAL] Alright, the numbers to benefits in the card is 1800497.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] 800
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] 17
[AGENT][NEUTRAL] 485 6.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me transfer you over. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. One moment while I transfer. Have a good day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol preciondos.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] I'm by a car. My name is [PII]. How can I today?
[CUSTOMER][NEUTRAL] Yes, I am needing um.
[CUSTOMER][NEGATIVE] To cancel all my insurance that I've got to you guys.
[CUSTOMER][NEUTRAL] OK, what staffing company do you work with?
[CUSTOMER][NEUTRAL] TRC.
[CUSTOMER][NEUTRAL] What is the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then to make sure that I have located the correct account, can you please verify your mailing address for me and date of birth?