AccountId: 011433970860
ContactId: de60031e-af09-4e07-a77c-0c3e32f8d722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443450 ms
Total Talk Time (AGENT): 106339 ms
Total Talk Time (CUSTOMER): 99702 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/de60031e-af09-4e07-a77c-0c3e32f8d722_20250314T12:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], and I was trying to figure out online how to get um the boat to cancel my dental insurance with y'all.
[AGENT][NEUTRAL] OK, so you won't be able to do that online, um, but I'll be able to help you if you need to. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 788-704
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the mailing address on file, which is incorrect, is [PII].
[AGENT][NEUTRAL] OK, and then just your email address.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Alrighty, and all the information provided is a verification of benefits, not a guarantee of payment. And so let me see, hold on one moment.
[AGENT][NEUTRAL] And you want it to be canceled as of [PII] because it's paid up until [PII].
[CUSTOMER][NEGATIVE] I want to be canceled as as of like 4 years ago but I just now realized that we've been paying this.
[CUSTOMER][NEUTRAL] Uh, premium since, since [PII] and we've never used it.
[CUSTOMER][NEUTRAL] So, uh, yeah, I, I, I wanna cancel.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? I'm just gonna um term it now. But it'll, I, so I can't do it for like today because it's the middle of the month, but I can definitely do it for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, you can do it today. Uh, I, I don't care if it's paid up or not, and you can backdate it to [PII]. There's no claims gonna be against it. This insurance has never been used. You've been charging me $50 a month then the 13 years.
[CUSTOMER][NEUTRAL] So do what you gotta do.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I have time for that. It's too early.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think I'm a maintenance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right, like we open.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, what's the L.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So the the policy has been terminated, um, and you're going to receive a confirmation letter um via mail. I just sent it out to you, so you should be receiving that um in the next week or so.
[CUSTOMER][NEUTRAL] Uh, I just told you that that address wasn't correct, so what address did you send it to?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] I just told you that address wasn't correct.
[CUSTOMER][NEUTRAL] What address did you send it to?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] What address would you like me to put on your file, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you spell the name of the city? I just want to make sure I have it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so I'll go ahead and send it to this location. Was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Yeah.