AccountId: 011433970860
ContactId: a049e0d0-ebf7-4094-ab6d-1b0b7baac083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246860 ms
Total Talk Time (AGENT): 92329 ms
Total Talk Time (CUSTOMER): 76717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a049e0d0-ebf7-4094-ab6d-1b0b7baac083_20250117T17:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I'm [PII] and I'm [PII], uh, I'm a member of your, uh.
[CUSTOMER][NEUTRAL] Your, your insurance company and uh I got some I got some things on there that I want taken off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let me do my best to help you with that. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and what's that policy number?
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 002584090
[AGENT][NEUTRAL] 02584090 did I hear that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Perfect. Give me one second to pull that up. And while I'm looking at that policy, do you mind if I snag a good callback number for you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and what's a good callback number in case we got disconnected, sir?
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. I appreciate that. And could you verify for me, pretty please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And I do just need to verify a couple other things. Is that OK real quick?
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Perfect. I just need to verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] A mail hold on hold on hold on.
[CUSTOMER][NEUTRAL] My email address is [PII] lowercase [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then that mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] This news
[CUSTOMER][NEUTRAL] Like
[AGENT][POSITIVE] Perfect and.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And how can I help you today with your, are you calling about your dental policy in particular or a certain policy we want to look at?
[CUSTOMER][NEGATIVE] I, I, I wanna, uh, I wanna eliminate. I wanna eliminate the game.
[AGENT][NEUTRAL] Oh, OK, so like cancel some policies in particular?
[CUSTOMER][NEUTRAL] But um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] I unfortunately cannot cancel your policies here and they're all organized through the company benefits and a card or BIC for short BIC, and they can help you cancel some policies. Would you like me to give you their number and then maybe transfer you to them?
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK perfect let me put you on a quick hold. I'm gonna go ahead and transfer you to them um once I do the transfer, it will kick me off the call. Is there anything else I on my end can help you with today?
[CUSTOMER][NEUTRAL] No, man.
[AGENT][POSITIVE] OK perfect I'm gonna work on getting that transfer in just one moment OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Welcome to Benes in a car.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.