AccountId: 011433970860
ContactId: 90457a24-1e75-4af6-86bb-0a9be99a83b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185279 ms
Total Talk Time (AGENT): 58289 ms
Total Talk Time (CUSTOMER): 38679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/90457a24-1e75-4af6-86bb-0a9be99a83b8_20250620T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I need to cancel my hospital indemnity insurance.
[AGENT][POSITIVE] OK, I'm happy to take a look at that and help [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have it handy.
[AGENT][NEUTRAL] OK, let me just, give me just a second here.
[AGENT][NEUTRAL] I can look it up by social or name, whichever you would prefer to give.
[CUSTOMER][POSITIVE] Alright, I can give you my social.
[AGENT][NEUTRAL] OK, whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. Give me just a moment please let me take a look here.
[AGENT][NEUTRAL] And then call if I can get your last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly I just need to verify the address we should have on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a moment here, Colm taking a look to see how we get this canceled out for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this needs to be canceled actually through your employer since it's offered to the group it's a group offered product.
[CUSTOMER][NEUTRAL] OK, so I'm essentially self-employed.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] How do I proceed with that?
[CUSTOMER][NEUTRAL] Oh, it's through the advisor benefit network OK I emailed them a week ago and they didn't respond so I thought I needed to do it directly with you.
[AGENT][NEUTRAL] Yeah, you would
[AGENT][NEUTRAL] Yeah, sorry about that. It looks like it would go through them. Yeah, it's not something we cancel on our side. I apologize.
[CUSTOMER][POSITIVE] Alright, thank you for your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.