AccountId: 011433970860
ContactId: d84ba7a8-de44-4028-8467-5e543d257843
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226619 ms
Total Talk Time (AGENT): 59191 ms
Total Talk Time (CUSTOMER): 92949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d84ba7a8-de44-4028-8467-5e543d257843_20250527T18:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling A. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, so I am trying to get a um.
[CUSTOMER][NEUTRAL] Notice of cancellation of my health insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I switched jobs and.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] My new job has a different health insurance, so I'm just trying to get or my new job doesn't have health insurance, so I'm trying to get through the state. I need like uh notice uh cancellation notice from you guys to give to the state to confirm I have a life changing event.
[CUSTOMER][NEUTRAL] So I, I just need an email to me or you guys know what I'm talking about just to make sure we're on the same page.
[AGENT][NEUTRAL] Uh, sure. What's your name and policy number, please?
[CUSTOMER][NEUTRAL] I don't know the policy number off the top of my head. My name is [PII].
[AGENT][NEUTRAL] Uh, your last name, spell that for me, please.
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. And verify your date of birth and mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Yep. Uh, [PII] [PII]. Uh, address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] You said [PII] Beard, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 2 [PII] OK one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yep, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] What you're needing is a certificate of coverage letter. Uh, you have to get that information from benefits in a card and I can give you their phone number.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I've done this before with benefits on a card and they've always sent me to you guys.
[CUSTOMER][NEUTRAL] Um, because I think they sent me that, so, and I was told that isn't.
[CUSTOMER][NEUTRAL] The right one, so I guess.
[CUSTOMER][NEUTRAL] Yeah, I, I guess I can look back at what they sent me and resend it and see if it works, I guess.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, sir, because they are the ones that should be able to send that information to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Yeah, thanks for the assistance you too.
[AGENT][POSITIVE] You're welcome. Bye.