AccountId: 011433970860
ContactId: c138d558-08b2-4085-a01d-eb1d22dd8afc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263779 ms
Total Talk Time (AGENT): 49953 ms
Total Talk Time (CUSTOMER): 109952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/c138d558-08b2-4085-a01d-eb1d22dd8afc_20250130T18:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Um, how you doing? I was calling to, um, change, um, make change to my insurance, basically canceled.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You're trying to cancel the insurance?
[AGENT][NEUTRAL] OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, the member number is 01817021.
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Uh my car [PII] just you know um.
[AGENT][NEUTRAL] What is callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And I need to verify the mailing, um, the mailing address and email address and uh your date of birth for security.
[CUSTOMER][NEUTRAL] Um, I might not have changed my mailing address. We'll reach out, but it's [PII].
[CUSTOMER][NEUTRAL] [PII] date of birth [PII] and what was the other thing you needed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] email address on file.
[CUSTOMER][NEUTRAL] The address you say?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Oh email [PII].
[AGENT][NEUTRAL] OK, thank you. All right, um, let me get um Universal Trucking on the line for us. Um, they can assist you on canceling the policy, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal benefits.
[AGENT][NEUTRAL] Hi, this is [PII] with APL and I have a member that needs to cancel his policy. I'm trying to transfer him.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Universal Trucking on the line for us.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello sir, what's your last name?
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Looks like you have you're with Gen X.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, and you have the limited medical with APL and you have a disability policy with Transamerica.
[CUSTOMER][NEUTRAL] Which policy were you wanting to cancel?
[CUSTOMER][NEUTRAL] Uh, both.
[CUSTOMER][NEUTRAL] Oh, you said I have a disability policy. What is I paying? What am I paying with that? How much am I paying, uh, monthly? It's $8641 a month for the disability.
[CUSTOMER][NEUTRAL] And I heard that you say?
[CUSTOMER][NEUTRAL] Yeah, you've had it since [PII].
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEGATIVE] Well, um, leave that and just cancel the, uh, medical.
[CUSTOMER][NEUTRAL] OK, so what we do is we send an email to cancel. What's the what's a good email?
[CUSTOMER][NEUTRAL] [PII]. I'm so sorry, HAH. No, no, [PII].