AccountId: 011433970860
ContactId: c36fa315-e0fd-4168-a0c7-f27616076812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208550 ms
Total Talk Time (AGENT): 74748 ms
Total Talk Time (CUSTOMER): 65115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c36fa315-e0fd-4168-a0c7-f27616076812_20250618T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi there, I am calling because we need to cancel our plan. My husband got this through his workplace, but it won't replace our current plan, so it's not really worth it to keep it.
[AGENT][NEUTRAL] OK, um, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that the payer ID number?
[AGENT][NEUTRAL] Um, no, it might say policy certificate number or benefit number.
[CUSTOMER][NEUTRAL] 00 I see.
[CUSTOMER][NEUTRAL] Yeah, yeah, I see that 02622125.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name on this policy?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK. And date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, and it looks like he will need to be the one to
[AGENT][NEUTRAL] To cancel the policy. Um, is he nearby? Because I'm gonna have to transfer you to um a different agency or give you their phone number.
[CUSTOMER][NEUTRAL] He is not, um, how late are you open? because he works until [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, to cancel a policy for this particular policy, you'll need to contact benefits and a card. I don't know their hours of operation, um, but that's who you will cancel the enrollment through. Um, I can give you their number to call um whenever he's ready or um you got, you can call tomorrow, um, but it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and that's who you'll call, um, yeah, to cancel the coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but he has to be the one to call, OK.
[AGENT][NEUTRAL] Right, because he's the only one on the insurance. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that sounds good. Well, it's a family plan, but I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right, anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that should do it.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK you too thank you.