AccountId: 011433970860
ContactId: b6ef40ab-b0ea-4a3e-ab66-02bb3148843b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286440 ms
Total Talk Time (AGENT): 117701 ms
Total Talk Time (CUSTOMER): 107683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b6ef40ab-b0ea-4a3e-ab66-02bb3148843b_20250204T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I would like to cancel my insurance, uh, plan.
[AGENT][NEUTRAL] OK, we can take a look at canceling that. Sure, uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that OK and then um can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] I have my member ID is that what you need?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, yeah, we can try that.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] OK, 6803.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 28378
[AGENT][NEUTRAL] OK, give me just a moment, let me try to find you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you uh looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] OK. It's uh [PII], same as the last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that information. Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just gotta see how we're getting your policy. So, um, this policy, since you are with uh BWA Business Workers of America, um, that would be handled with them, um, they would be the ones to cancel that policy for you. Give me just a moment, let me get that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I can give you that phone number and then I can transfer you as well um I would like to try to give the phone number just in case there's a disconnect uh so let me know when you're ready for that.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK, you can give me the number.
[AGENT][NEUTRAL] Alrighty it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, alrighty, and did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Great. Um,
[CUSTOMER][NEUTRAL] Yes, and what will I, I have a bunch of papers here. What will I need to, uh, give them, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me go ahead and give you the number that you gave me the member ID um is different than your actual policy number, so let me give that to you just so you've got it in case they need it. Let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 30. Mhm.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 30
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 36
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] 6202303662
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it, yes, ma'am.
[CUSTOMER][POSITIVE] Oh great thank you you've been very helpful you're gonna put me now.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, I'm just gonna put you on a brief hold while I get them on the line for you.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] All right. Thank you. I hope you have a great rest of your day. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling