AccountId: 011433970860
ContactId: df649c7c-4610-4631-8780-f4ecf291fc34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429619 ms
Total Talk Time (AGENT): 237561 ms
Total Talk Time (CUSTOMER): 162309 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/df649c7c-4610-4631-8780-f4ecf291fc34_20250414T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, my name is [PII]. I just, uh, got a brochure from you that, uh, I'm registered in your insurance, but I never did.
[CUSTOMER][NEUTRAL] Which is you sending me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, you're sending me the, the card and everything?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], um, before we proceed, is it possible to get your callback number and your name again, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] By it
[AGENT][NEUTRAL] Spell it. Can you spell your first name for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Last name [PII] And also they are sending me policy number, group, and effective dates and some, uh, I never applied for this. I already have my own insurance.
[AGENT][NEUTRAL] OK, it's probably a policy certificate that you received, and I can definitely help verify why you're getting that and why you have information in our system. Um, do you, since you stated you have the information in front of you, do you happen to have the policy number so I can pull you up that way?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It says 02613838.
[AGENT][POSITIVE] Thank you for that, Mr. [PII]. Um.
[AGENT][NEUTRAL] Let me look and see what we got going on here. Do you currently work for FedEx, AOSPO, FedEx?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is that your employer?
[CUSTOMER][NEUTRAL] Yes, I work for physics, yes.
[AGENT][NEUTRAL] OK, so it looks like we have a policy that was issued under FedEx, um, but before we proceed, let me make sure this is in fact your policy. I need you to verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] But uh I didn't, I never applied for this even through FedEx. I'm a contractor with FedEx, but uh it's not through FedEx. I don't work for FedEx, but I work for a contractor.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it says AOSPEO, so it may be the contractor, um.
[CUSTOMER][NEUTRAL] And I never
[AGENT][NEUTRAL] It looks like it's something sponsored.
[CUSTOMER][NEGATIVE] Oh, I never worked for this.
[AGENT][NEUTRAL] It's it looks like it was something that's sponsored through the employer and they're paying for it so um.
[AGENT][NEUTRAL] It looks
[CUSTOMER][NEGATIVE] Oh, I, I don't work for this company you told me right now. I never worked for this company that uh issued this.
[AGENT][NEUTRAL] That's that
[AGENT][NEUTRAL] OK, um, what we can do is I'm showing that we do have somebody listed as a group contact, uh, [PII]. Are you familiar with that name? Any?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, ma'am. No, no.
[AGENT][NEUTRAL] You're not. OK. Well, the information was received through AOSPO. I think they're an affiliation of through FedEx.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] If you don't want it, what I can do is give you her name and her number, and we'll let you contact her and let her know that you didn't want to have the insurance and you didn't sign up for it. Again, it doesn't look like it's something that you are paying for. It's something that they set you up for. So I'm almost positive it's going through your employer somehow even though you work for a third party.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEGATIVE] OK, you can give me her phone. Yes, I can get the phone number and call them because I don't work for these people anyway. I don't know how they got my information and put it in the system or something. I never work for them actually.
[AGENT][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Right, and I think, like I said,
[CUSTOMER][NEUTRAL] If there is no, if it, if it's that.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry if it is that uh my uh my contractor will call me and uh give me the.
[CUSTOMER][NEUTRAL] The information before he did apply for me. Oh, actually, we usually this uh if this has happened, you need to send me a form, but I never fill up any form for that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And it may be it's because it's employer sponsored is maybe why they a lot of times they do set stuff up like that um.
[AGENT][NEUTRAL] Because they're paying for it, but I can definitely provide you with the information and the reason why I'm gonna need you to call her is because the way it's set up in our system is that we're going through your employer, even though you're stating it's not um it's showing that it's under a group and those policies can only be canceled if the group cancels them that way we stop billing them for it and your information is obsolleted from the system.
[AGENT][NEUTRAL] So, again, that's the only reason why I'm, I'm telling you that you have to call her is because of the way we have it set up. But I can definitely give you that information, Mr. [PII], um, you just bear with me one moment. And just to clarify, you don't want to verify your demographics or anything. You just, you don't want the insurance, and you just want to cancel it, correct?
[CUSTOMER][NEUTRAL] Sure, yes.
[CUSTOMER][NEUTRAL] [PII], yes, ma'am. Hm.
[CUSTOMER][NEUTRAL] No, I already have my own insurance through my wife and my kids.
[AGENT][NEUTRAL] OK, understood. All right, so the contact is [PII].
[AGENT][NEUTRAL] And the phone number is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh, uh-huh, which is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, and phone number please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII]?
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Uh, 1 and then 0.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] 6. It's [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much. Thank you.
[AGENT][NEUTRAL] No problem at all. I'm gonna notate our conversation as well that you didn't, you know, you got the information, you did not want to um have the information and what I provided for you today is canceling it. Is there anything else I can help you with, Mr. [PII], before you go?
[CUSTOMER][POSITIVE] No, thank you so much. Thank you, thank you. I appreciate your work. Thank you, bye.
[AGENT][POSITIVE] You're welcome, Mr. Thank you for calling APO. You have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thanks bye.