AccountId: 011433970860
ContactId: da33fdcf-8ae9-4ef4-b452-d7b1986d57e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 748260 ms
Total Talk Time (AGENT): 145131 ms
Total Talk Time (CUSTOMER): 150372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/da33fdcf-8ae9-4ef4-b452-d7b1986d57e6_20250429T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well thanks I'm calling um I it's open enrollment and I would like to cancel my um APL group critical illness plan.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] I think it's um let me see here nope I don't have it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have your company's name?
[CUSTOMER][NEUTRAL] Yeah, it's um Everett Public Schools, Everett, Massachusetts. It's the city of [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, do you mind if I put you on a brief hold while I look up this group name?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, thank you for holding.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I'm not finding Everett public schools in our system.
[CUSTOMER][NEUTRAL] How about the city of [PII]?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Did you say it was [PII], right?
[CUSTOMER][POSITIVE] Yes, I did, yup.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. And then can I just verify your first and last name?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK. And then your email address, please?
[CUSTOMER][NEUTRAL] Um, personal or work?
[AGENT][NEUTRAL] It would be work.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I just need to verify a couple pieces of information more, so the group address and their phone number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The group address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[CUSTOMER][NEUTRAL] In [PII]
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. As for a phone number, I, I couldn't even tell you what number they use. I mean there's different numbers.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that's OK. Thank you.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] I don't, you know, I'm just an employee. I'm not one of the admi I'm, I'm a teacher. I'm not one of the administrators.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK, so I thought you were one of the agents that's why.
[AGENT][NEUTRAL] OK, OK. So you're just an individual policy holder and you just need to cancel your coverage?
[CUSTOMER][NEUTRAL] Yes, I, I asked them and they told me I had to call you guys.
[AGENT][POSITIVE] OK, I'm so sorry.
[CUSTOMER][NEUTRAL] No, no, that's OK. I, I apologize. I, I must not have um communicated effectively.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK. I'll look you up by your first and last name and then I can give you that policy number as well.
[AGENT][NEUTRAL] OK, and I found your policy.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, let's see. I know I've already verified a lot of information with you, but what is your date of birth?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEGATIVE] Sorry, I went to click you in our system and it totally wiped my page out.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Computers are finicky.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Like this is, this feels like a Monday.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] It keeps kicking me out on.
[AGENT][POSITIVE] OK. I'm finally in. OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, OK, and then your mailing address and email and that's all I need for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's um let's see [PII] and my personal email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I can give you my work email if you need me.
[AGENT][NEUTRAL] Yeah, it looks like we have your work email on file. Can I just verify that one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, just one moment. Let me look and see what kind of policy you have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looks like I have um the critical illness plan 3.
[AGENT][POSITIVE] OK. Yes, you are correct. OK.
[AGENT][NEUTRAL] OK, so it looks like we cannot cancel.
[AGENT][NEUTRAL] You cannot cancel through us, so you would have to cancel through your employer.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] So do I call, all right, I'll call my employer.
[AGENT][NEGATIVE] Yes, I'm sorry. I wish I could cancel it for you.
[CUSTOMER][POSITIVE] OK, um, I will do that thank you so much.
[AGENT][POSITIVE] Yes, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thanks again.
[AGENT][POSITIVE] OK, yes, thank you for calling APL. Have a good day.