AccountId: 011433970860
ContactId: af1077c7-239c-41f8-872c-01ceaf285c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334100 ms
Total Talk Time (AGENT): 150501 ms
Total Talk Time (CUSTOMER): 93764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/af1077c7-239c-41f8-872c-01ceaf285c35_20250113T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I was wondering if I can go ahead and cancel this insurance policy.
[AGENT][NEUTRAL] OK, Ms. [PII], I can look up the policy for you to see if you're able to cancel it and help you with that. Miss [PII], what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, 02571329.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] OK, Miss [PII], looking at your policy, I see that you're let's see.
[AGENT][NEUTRAL] You've had the policy since [PII]. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'll also need for you to verify your address, your phone number and your email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[CUSTOMER][NEUTRAL] Um, did you say phone number?
[AGENT][NEUTRAL] Yes please. I is it the same number that you gave me to call you back on just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying that for me. Let me look at this policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that you're still on group um with AccuForce HR solutions.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? OK, so in order to cancel this policy you'll have to do it through your HR department with your group because your policy is payroll deducted.
[AGENT][NEUTRAL] And it will have to be done through them. We can't do it on this end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you know how I would be able to contact them?
[CUSTOMER][NEUTRAL] Cause I asked uh my my boss who works. OK, I'll have to contact or probably Google it then.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] 00, OK, um, now I can let me do one thing to see if I can help you with any kind of number, um.
[AGENT][NEUTRAL] Let me look. It's gonna take.
[CUSTOMER][NEUTRAL] Yeah, I asked my boss at work. She was telling me just to call the number that was on the packet, which is this number, and she doesn't really know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am I understand let me look and see on the group if there's a number that you can call there for the group.
[AGENT][NEUTRAL] OK, I can transfer you on over to a number that I have um but I'm gonna give it to you it's um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And I can transfer you over to that number.
[CUSTOMER][NEUTRAL] And that would be
[AGENT][NEUTRAL] That's benefits and a card.
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][POSITIVE] OK, you're so welcome, Miss [PII]. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I've got Ms. [PII] on the other line. The last four digits of her social security number is [PII].
[AGENT][NEUTRAL] And she is calling because she wants to cancel her policies.
[CUSTOMER][NEUTRAL] She with Accuforce?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can transfer her over.
[AGENT][POSITIVE] All right, thanks, [PII]. You take care, sir. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same, OK.
[AGENT][NEUTRAL] Bye bye.