AccountId: 011433970860
ContactId: d5374d1b-6358-425a-bf56-1b602136219a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189350 ms
Total Talk Time (AGENT): 79411 ms
Total Talk Time (CUSTOMER): 76619 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d5374d1b-6358-425a-bf56-1b602136219a_20241231T17:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I would like to say about canceling my health insurance with y'all.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Policy card, uh er number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 557195.
[AGENT][NEUTRAL] And what is your name please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mr. [PII], can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII] and [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And if you would like to cancel the policy, I will need to transfer you to benefits and a card for that cancellation. I can give you their phone number as well as transfer you to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hold on one second. Yeah everybody write this down.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I get my phone. I got this thing.
[CUSTOMER][NEUTRAL] OK, OK, alright, give me that number.
[AGENT][NEUTRAL] The phone number to benefits on the card is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], you got that? OK, yeah, you can transfer me to him too.
[AGENT][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, it would be my pleasure if you'll hold just one moment for the transfer, and Mr. [PII], and I hope you and your family have a very happy and safe [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] No one is available to answer your call at this time. Please leave a message after the tone. When you've finished recording, you may hang up or press 1 for more options.
[AGENT][NEUTRAL] Mr. [PII], I got a message that stated that no one was available to take the call at this time. They may be closed for [PII]. I am not sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would just try to give them a call later during the day. Is that, is that OK?
[CUSTOMER][POSITIVE] All right, that'll work.
[AGENT][POSITIVE] All right. Well, it's been a pleasure to assist you today. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.