AccountId: 011433970860
ContactId: c7555258-b0a4-460a-a7ca-e13c4b9c311d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199669 ms
Total Talk Time (AGENT): 76279 ms
Total Talk Time (CUSTOMER): 41140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/c7555258-b0a4-460a-a7ca-e13c4b9c311d_20250130T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], uh.
[CUSTOMER][NEGATIVE] If I have dental and vision with you guys, uh, I wanted to call and, uh, cancel my my dental.
[AGENT][POSITIVE] OK, [PII], I'm happy to help with that today. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] Uh, no, I don't have it handy.
[AGENT][NEUTRAL] OK, I can look it up. Give me just a sec.
[AGENT][NEUTRAL] And you said your last name is [PII] is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] OK, sorry about that.
[CUSTOMER][NEUTRAL] Oh that's fine.
[CUSTOMER][NEUTRAL] They spell it both ways.
[AGENT][NEUTRAL] And then [PII], is that spelled [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, [PII], and then for security I just need to verify please your date of birth and address that we would have on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] All right, thank you so much so.
[AGENT][NEUTRAL] All right, [PII]. So yeah, it looks like at this time you just have dental with us and you wanna go ahead and cancel it, correct?
[CUSTOMER][NEUTRAL] Oh, OK, I must have, uh, dental, uh, I must have vis someone else, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, yes, I wanna cancel that.
[AGENT][NEUTRAL] OK, so let me see because I know it looks like you have this through your employer so let me just double check if I can do it or and you may need to go through your employer, but let me see here.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so it does look like you have to go through UTBA that cancels they cancel or handle any changes. I can give you their phone number, [PII], and then if you want I can transfer you over to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you can transfer me over. um I have the number it's just in my email.
[AGENT][NEUTRAL] Oh OK alright well I'll just transfer you over to them one moment please OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital groupie TBA.