AccountId: 011433970860
ContactId: dbf029b7-f4a6-4f7c-96df-b9537bd19603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214080 ms
Total Talk Time (AGENT): 78789 ms
Total Talk Time (CUSTOMER): 71729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dbf029b7-f4a6-4f7c-96df-b9537bd19603_20250402T18:38_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][NEUTRAL] Hey [PII], my name is uh [PII]. It's under [PII], uh, my dental insurance, and I was needing to cancel that and I need to know how about to do that.
[AGENT][NEUTRAL] OK, um, I can help you with the cancellation, and [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, sure, it's uh the policy says 02478079, and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes, it's uh uh [PII].
[CUSTOMER][NEUTRAL] And my email I believe you have is [PII].
[CUSTOMER][NEUTRAL] [PII] or do you have a do you have a work?
[CUSTOMER][NEUTRAL] Email.
[AGENT][NEUTRAL] This one is the, no, no, this one was right, it was the [PII].
[CUSTOMER][NEUTRAL] Because I needed a work email as well.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, so since, um, Universal Trucking is uh one of our bigger groups, they actually handle the um termination and policy and termination and creating and then they send it over to us. So we'll have to get you to reach out to um Universal Trucking. I can give you their phone number for the employee line and they'll go ahead and handle the um termination for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure, hold up, yeah, just hold on one second, yeah, I don't have a pen. Give me a second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] Alright, what's that number?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] 472
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And would you like me to transfer you over to a representative?
[CUSTOMER][POSITIVE] Yeah, that'd be fine we can do that if not I'll call him, yeah.
[AGENT][NEUTRAL] OK, so I'll go ahead and transfer you.
[CUSTOMER][NEUTRAL] You can transfer me we'll see if that goes through.
[AGENT][NEUTRAL] Alrighty, and was there anything else I could assist you with before I transfer?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL and hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have an insured on the other line who wants to terminate her policy.
[CUSTOMER][NEUTRAL] OK, you can put her through.
[AGENT][NEUTRAL] Alright, and what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, can I get your first name?
[CUSTOMER][NEUTRAL] Uh, yes,