AccountId: 011433970860
ContactId: aaf422ac-9835-4fa5-b62a-acf9fd129844
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373140 ms
Total Talk Time (AGENT): 168457 ms
Total Talk Time (CUSTOMER): 68905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/aaf422ac-9835-4fa5-b62a-acf9fd129844_20250502T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, uh, I'm calling to, uh, cancel my policy.
[AGENT][NEUTRAL] OK, so you're wanting to find out how to cancel your coverage, is that correct? or cancel your policy? Alright, yes, so well I can help you with that. First I'll need to pull up your policy information and verify some things with you, and once I do that, then I'll be able to direct you as to what would need to be done to cancel your coverage, OK? Alright, so who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah, I got, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] And she.
[CUSTOMER][POSITIVE] Yeah, I have it
[AGENT][NEUTRAL] OK, and what is that number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0257.
[CUSTOMER][NEUTRAL] 9878.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments, Mr. [PII] to get your information pulled up please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. So first off, Mr. [PII], as I stated, I would need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] My home address is [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have for you is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. All right, Mr. [PII], so I do see the coverage that you have with us currently is through Genox Transportation, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and are you gonna be canceling all of your policies?
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm I'm I'm canceling everything, yeah.
[AGENT][NEUTRAL] Alright, so just a moment please.
[AGENT][NEUTRAL] Just one moment, Mr. [PII]. I'm loading some information. Just one moment please. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so for your coverage that you currently have with us, Mr. [PII], you enrolled for this coverage through the Universal Trucking Benefits association.
[AGENT][NEUTRAL] So that is who you will actually have to make your request with to cancel the coverage. I can give you their phone number. I can also connect you with one of their staff.
[AGENT][POSITIVE] But just in case we were to get disconnected, you will have their number that you can call them directly.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So just let me know when you're ready for that and I'll be happy to get that to you.
[CUSTOMER][NEUTRAL] Hey, hang on one sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like for me to connect you with him today?
[CUSTOMER][NEUTRAL] Yes, that, yes, that'll be fine, mhm.
[AGENT][NEUTRAL] Mr. [PII]?
[AGENT][POSITIVE] OK, well, I'll be happy to do that and we have appreciated your business.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir, is there anything else that I could help you with before I connect you over?
[CUSTOMER][POSITIVE] No ma'am, I appreciate it.
[AGENT][POSITIVE] Alright, well you're very welcome and thank you for calling APL. I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK, likewise.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have a member on the line who's wanting to cancel all of his policies.
[AGENT][NEUTRAL] His name is [PII], and he's currently with Gox Transportation.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right, [PII]. Well, thank you and have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.