AccountId: 011433970860
ContactId: ac81508f-4ce3-496d-aa71-499d9a6d3cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463119 ms
Total Talk Time (AGENT): 117402 ms
Total Talk Time (CUSTOMER): 83575 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/ac81508f-4ce3-496d-aa71-499d9a6d3cc7_20250425T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I don't know if I have the right number, but I was interested in canceling my, uh, insurance. Can you help me get, uh, dental insurance I have with you guys?
[AGENT][NEUTRAL] So you have dental insurance with us?
[CUSTOMER][NEUTRAL] Well have you
[CUSTOMER][POSITIVE] Uh-huh, I think I do. I think I do.
[AGENT][NEUTRAL] OK. Do you have the policy number on you?
[CUSTOMER][NEUTRAL] I don't know the policy number. What else can I give you?
[AGENT][NEUTRAL] Uh, what is your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. How do you spell your last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] OK. Just one moment.
[CUSTOMER][NEUTRAL] You see that?
[AGENT][NEUTRAL] I believe I found you, just one, hi, I believe I found you. My computer is thinking, just a second.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] While we're waiting, what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then I just need to verify a couple more pieces of information. Uh, what's the mailing address we have on file and email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I was born in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That's really funny. I'm in [PII] now, but um I've like traveled around, but it's just a small town.
[CUSTOMER][NEUTRAL] That's funny. What side, what side of Greens, what side of Greens he was born on?
[AGENT][NEUTRAL] Oh, man, I moved when I was [PII] old.
[CUSTOMER][NEUTRAL] Oh, so you don't really
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Oh no, OK, using in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I was born in, uh, it was like Greensboro Hospital or something, um.
[CUSTOMER][NEUTRAL] Yeah, OK, that's
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Anyways, are you, so what can I help you with today? Just benefits for your dental insurance?
[CUSTOMER][NEGATIVE] Yeah, I wanna cancel. I wanna cancel my dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to do that?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Yes, I'm here. Uh, let me see if I can cancel it for you.
[AGENT][NEUTRAL] OK, so it looks like you're a part of a special group which is benefits and a card. So to cancel your coverage, I will have to transfer you over to them. Is that OK?
[CUSTOMER][NEUTRAL] Yeah I guess so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Just one second, I'll put you on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits and Card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] from APL. I have an insured on the line and he's, he's from your, your group, and he wants to cancel his policy.
[CUSTOMER][NEUTRAL] OK, what's the member's first and last name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Can you spell the last name for me?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And what's OK and do you have their employer by any chance?
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] His employer is TRC Staffing Services Inc.
[CUSTOMER][NEUTRAL] OK, I got him pulled up here you can transfer him over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. You have a great weekend, OK?
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello am I speaking with [PII]? Yes this is him uh huh.