AccountId: 011433970860
ContactId: d9f6ca6b-0309-4e39-9eee-0a925d149714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226270 ms
Total Talk Time (AGENT): 137014 ms
Total Talk Time (CUSTOMER): 68167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d9f6ca6b-0309-4e39-9eee-0a925d149714_20250505T17:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh yes ma'am. I need to find out what I needed, how I go about canceling my insurance.
[AGENT][NEUTRAL] OK, you're needing to find out how to cancel your coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I will, I can help you with um directing you as to how to go about doing that, but first I'll need to pull your information up and verify some things with you for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, [PII], and I believe I just spoke to you not too terribly long ago.
[CUSTOMER][NEGATIVE] Yes, ma'am. Right, and I just found out my benefits are not covering anything. Uh, it's just like my last insurance, and I can't justify, I can't see me paying over 7/700 dollars a month for insurance and I can't get a simple mammogram, you know, covered for my wife diagnosis to find out, you know, what's going on, you know, with her, you know, and it don't cover that. I, I'm just.
[AGENT][NEUTRAL] OK, and what
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I don't, uh, since I just spoke to you, [PII], I don't need to verify your informa. Well, I'll go ahead and just verify your date of birth for me.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And then your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, so that's, that's really because I did, I just spoke to you, so there's no if we don't have to go through that again. So the universal Trucking Benefits association is who you would have to speak to to cancel your coverage again, you know, you enroll through everything with them like we discussed a while ago and they're the ones who provide the different companies that you sign up for their benefits with that information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So now, you said you were driving and couldn't take down their number and didn't want to be transferred and all that a few minutes ago, but I can connect you if you would like for me to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] So you can make that request with them. OK. And you said you did have their number, so if for any reason we were to get disconnected, you could call them directly. Is that correct?
[CUSTOMER][POSITIVE] OK, that'll work yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, give me just one moment and I will transfer you over to them. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, man, that was it. It just I gotta figure out something different. I gotta get.
[AGENT][POSITIVE] I understand. I, I do understand. So, um, thank you again for calling APL. I still hope you have a very nice and safe afternoon. And if you'll give me just a moment, then I will connect you over, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. So one, yes, sir, one moment.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Capital Group B2BA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have a member on the line who's wanting to cancel his coverage.
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And he's with Coastal carriers.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Thank you so much. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye.