AccountId: 011433970860
ContactId: 981afa6d-26df-412a-9627-2c976937ed15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793859 ms
Total Talk Time (AGENT): 117341 ms
Total Talk Time (CUSTOMER): 203325 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/981afa6d-26df-412a-9627-2c976937ed15_20250619T17:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I have an account with you guys and I just wanna cancel my
[CUSTOMER][NEUTRAL] My insurance?
[AGENT][NEUTRAL] OK, um, may I have the policy number and a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh let me see my, uh,
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] I go
[CUSTOMER][NEUTRAL] It's uh 230.
[CUSTOMER][NEUTRAL] 2828.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK. May I have a callback number?
[CUSTOMER][NEUTRAL] And my phone number
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][POSITIVE] Thank you. Alright, one moment.
[AGENT][NEUTRAL] OK. May I have a date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] My name is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] And um what's your date of birth?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you say you want to cancel this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and get the instructions for this group. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] That's your fault.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm on the phone but now.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello. Um, yes, um, bear with me just a minute. I'm gonna have to transfer you to [PII]. Uh, she's the one that handles this group. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling [PII]. If you know your party's extension, you may dial it at any time for.
[CUSTOMER][NEUTRAL] Thank you for calling Fidelity Benefits of Texas. If you know your party's extension, you may dial it at any time. To reach [PII], dial extension [PII].
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] You have reached the personal assistant of Lee [PII]. To locate this person now, press 1. To leave a message, press 2.
[CUSTOMER][NEUTRAL] After the tone, please say your name. When you are finished, press pound.
[CUSTOMER][NEUTRAL] Please wait while I locate your party.
[CUSTOMER][NEGATIVE] Your party did not answer. To leave a message, press 2 or continue holding while I try another location.
[CUSTOMER][NEGATIVE] Your party could not be located. If you would like to leave this person a message, press 1 now. Otherwise, please hang up or press pound to disconnect.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, I'm not getting no one to answer that line. Um, I'm getting a voicemail. Um, would you like to try to contact later or you wanna leave a voicemail?
[CUSTOMER][NEGATIVE] Well, if you could, uh, I don't wanna wait for another day cause uh uh I'm gonna get charged again for tomorrow if I have to wait for a couple of days cause I just wanna cancel it now. So if you could um help me or find someone that could help me, that would be great.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Um, I only have one person that can assist you with that. Um, that's the instructions I got here because it's not with us, it's with, um, um, Fidelity of Texas. So I can go ahead and get you to that number and try to transfer you again. Um, if you need it to be canceled today, if you cannot get somebody right away, the best thing is to leave a voicemail with your information and indicating that you're trying to cancel the policy today, so to see if they can call you back, um, with that.
[CUSTOMER][NEUTRAL] Well, I'm sure they're not gonna see my voicemail. Um, like if I call another phone number or I call another number.
[AGENT][NEUTRAL] Yes, the num
[CUSTOMER][NEUTRAL] Are you gonna get it again or?
[AGENT][POSITIVE] Yeah, I can transfer you again and I can give you the number as well.
[CUSTOMER][NEUTRAL] The number, the number that I just told.
[CUSTOMER][POSITIVE] OK, uh, that would be great then if you could uh.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Give it to me.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, the number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. Option 2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need to speak to Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me try to transfer you one more time, OK? Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] I'll do that.
[CUSTOMER][POSITIVE] Uh, that's it. Thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. One moment while I transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling [PII]. If you know your party's extension, you may dial it at any time.
[CUSTOMER][NEUTRAL] Thank you for calling Fidelity Benefits of Texas. If you know your party's extension, you may dial it at any time. To reach [PII], dial extension [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] You have reached the personal assistant of to locate this person now, press 1. To leave a message, press 2.
[CUSTOMER][NEUTRAL] After the tone, please say your name. When you are finished, press pound.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Please wait while I locate your party.
[CUSTOMER][NEGATIVE] Your party did not answer. To leave a message, press 2 or continue holding while I try another location.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi there.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you. Hello?
[CUSTOMER][NEUTRAL] All right. My name is [PII] and I'm just trying to cancel my, my insurance.
[CUSTOMER][NEUTRAL] If you could help me on that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?