AccountId: 011433970860
ContactId: de91718e-de03-4150-9949-b3fe3b28460c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197949 ms
Total Talk Time (AGENT): 99724 ms
Total Talk Time (CUSTOMER): 77996 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/de91718e-de03-4150-9949-b3fe3b28460c_20250130T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Uh, I have a multiple plan with in my insurance, but, uh, I enrolled in the middle of last year, so I have uh medical and uh now I have my own insurance so they told me when I get my own insurance to call and cancel just the medical.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Let me get your phone number and your name, and I can definitely help with how you can cancel your policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What's your name and your and a best good number to call you back at?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that, [PII]. And do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, this.
[CUSTOMER][NEUTRAL] 002340531-01.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 31.
[AGENT][POSITIVE] 1. Thank you for that, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you signed up for some other insurance and you're wanting to cancel this insurance that you have with American Public Life, correct?
[CUSTOMER][NEUTRAL] Uh, only the medical, yes.
[AGENT][NEUTRAL] Yeah. The medical. OK, you can definitely cancel it, but you do have to go through the third party that set you up, which is UTBA.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] They actually handle the deductions with your employer, so to ensure that the deductions are shot properly, we generally advise you to contact them. I can transfer you to them so they can assist you further with canceling your medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm gonna place you on a brief hold while I get you further assistance. Is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No, no, that's all I needed thank you for your help.
[AGENT][POSITIVE] No, thank you for your help. Thank you for calling APL. You have a wonderful day and hope, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Capital Group Universal Benefits.
[AGENT][NEUTRAL] Hey Sunshine, how are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I am doing well, thanks for asking. I've got an insured on the back line that wants to cancel his medical coverage.
[CUSTOMER][NEUTRAL] OK, um, yeah, you can put him through and then I'll put him through [PII].
[AGENT][NEUTRAL] OK. Do you need any social or anything, name?
[CUSTOMER][NEUTRAL] Mm, no, um, [PII]'s gonna have to call him back though.
[AGENT][NEUTRAL] Do you want me just to tell him somebody?
[CUSTOMER][NEUTRAL] But I can tell him that.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I mean, or, or just tell him to call in here instead of calling you.
[AGENT][NEUTRAL] Well, I think he only has our number and I think he's driving. That's why he
[CUSTOMER][NEUTRAL] OK, yeah, put them through.
[AGENT][POSITIVE] He said, OK. All right. Thanks, [PII]. I hope you have a good day. And here's Mr. [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Thank you.