AccountId: 011433970860
ContactId: d009f9b8-9d64-4bd2-8813-d3d610db5e7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187160 ms
Total Talk Time (AGENT): 29491 ms
Total Talk Time (CUSTOMER): 50811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d009f9b8-9d64-4bd2-8813-d3d610db5e7c_20250211T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I would like to, uh, cancel just the medical of, uh, one of the, the plans that I have with APO. I think it's with uh.
[CUSTOMER][NEUTRAL] I don't know if if it's the marketplace or what other company, I'm not sure.
[AGENT][NEUTRAL] I can check and see
[CUSTOMER][NEGATIVE] But I just wanna cancel get the medical, yeah, please.
[AGENT][NEUTRAL] OK, um, what is uh the policy number and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. Uh, my number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy number, is this a member number?
[AGENT][NEUTRAL] I can try then.
[CUSTOMER][NEUTRAL] OK. Uh, it's uh 0234 0531.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, to cancel part of your benefits, you need to speak to Universal Trucking. That's who you got the policy through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me go ahead and get them on the line for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group B2BA hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for holding. What's the first and last name?
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[CUSTOMER][NEUTRAL] Yes, sir, what's your first and last name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]