AccountId: 011433970860
ContactId: adee6a27-a236-4a05-9a1d-9bf55575ee52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220539 ms
Total Talk Time (AGENT): 74702 ms
Total Talk Time (CUSTOMER): 64241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/adee6a27-a236-4a05-9a1d-9bf55575ee52_20250428T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, my name is uh [PII]. I am calling because on Friday I called in to cancel my plan. Um, everything was going as as.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] As processed and uh I think they told me that I was supposed to receive an email for me to sign for cancellation and I don't think I ever received the email. I'm just wondering if maybe they got the wrong email or something.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEGATIVE] Uh, uh, no, no, not by heart right now, no.
[AGENT][NEUTRAL] OK, do you have your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look it up by that.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's pulling it up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like you have two policies. What was there a particular one you were canceling, or let me see.
[CUSTOMER][NEUTRAL] Uh, both.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which I think one is vision and the other one is medical.
[AGENT][NEUTRAL] Um, we have a group or a group, a critical illness and a hospital indemnity. Um, let me see.
[AGENT][NEUTRAL] Let me pull these up and see what notes I have.
[AGENT][NEUTRAL] OK, so I'm not sure maybe you spoke to your employer because these are through your employers, you have to cancel through them.
[AGENT][NEUTRAL] Um, we probably would have, let me.
[CUSTOMER][NEUTRAL] Yes, I spoke to them because I, I.
[CUSTOMER][NEGATIVE] Yeah, I got transferred and they told me about me, you know, receiving an email but I haven't received nothing and this was Friday.
[AGENT][NEUTRAL] OK, um, I can transfer you back over to them because we don't, we're not allowed to cancel the policy, um, it has to be done through them.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um, let me get you.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get you canceled over there. Hold on one moment, OK? Or I'm sorry, transferred over there. Hold on one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Capital Group B2BA.
[AGENT][NEUTRAL] Hi, um, this is [PII] APL and I've got an employee on the line that'd like to cancel his policy.
[CUSTOMER][NEUTRAL] OK, what's his first and last name?
[AGENT][NEUTRAL] Uh first name is [PII]. It's [PII]
[AGENT][NEUTRAL] And then last name is [PII]
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I've got UTBA on the line and they're gonna help you with your cancellation, OK?
[CUSTOMER][POSITIVE] Copy that thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding sir