AccountId: 011433970860
ContactId: cfac7a8d-2695-4045-88a7-4b13cc1f43c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159320 ms
Total Talk Time (AGENT): 77526 ms
Total Talk Time (CUSTOMER): 56532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/cfac7a8d-2695-4045-88a7-4b13cc1f43c3_20250224T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling in regards, I want to cancel my dental plan with spouse.
[AGENT][NEUTRAL] OK, sure, let's get that policy pulled up and we will look at how to cancel that. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, it's uh [PII] area code uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What, what is it? [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, the policy number is 00729682.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a Hotmail account.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Oh, you got it?
[AGENT][POSITIVE] Yes ma'am, just wanted to verify that it was uh what we had was correct. OK, thank you so much for verifying that information. Give me just a moment and let me see.
[CUSTOMER][NEUTRAL] Verify that uh
[AGENT][NEUTRAL] I believe this policy is still being paid through your employer, is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I would assume so, yes.
[AGENT][NEUTRAL] OK, so in that case, [PII], you would have to cancel it through them, uh, you just uh contact your employer, uh, or their HR department and just tell them you'd like to drop this coverage. They'll instruct you how to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, well, he had the number. I don't know.
[AGENT][NEUTRAL] Um, I, let's see. I don't know that I do. Let me see.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right, I sure don't I'm sorry um I would just try going through your direct employer first, um, and they should have that information for you.
[CUSTOMER][NEUTRAL] All right, I
[CUSTOMER][POSITIVE] OK, I appreciate your troubles. Thank you.
[AGENT][POSITIVE] Yes, sir. Thank you. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.