AccountId: 011433970860
ContactId: e0096831-088a-48f3-bb06-1f14bc2223f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185660 ms
Total Talk Time (AGENT): 82734 ms
Total Talk Time (CUSTOMER): 60776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e0096831-088a-48f3-bb06-1f14bc2223f2_20250321T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I need to cancel my, uh, insurance, and I need to do that as quickly as possible because I thought it canceled at the first of the year, but evidently it did not.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, sir. Um, I can help you with canceling your insurance. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy number 25565.
[AGENT][NEUTRAL] 255675, is that what you said?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No 25565.
[AGENT][NEUTRAL] The 565 I think that's your group number um do you see an inpatient or an outpatient number on there?
[CUSTOMER][NEUTRAL] I see a certificate number.
[AGENT][NEUTRAL] Can you give me that number?
[CUSTOMER][NEUTRAL] I don't even have my card with me, but I'm, I'm looking at this thing that I'd saved on my computer certificate number says 02221091.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, that's 02221091, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I may have something wrong. 02221091.
[CUSTOMER][NEUTRAL] Yeah, 0
[CUSTOMER][NEUTRAL] 222-321-091
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policyholder says Business workers of America.
[AGENT][NEUTRAL] OK, alright, I'm going to need now that you said that I know what exactly what I need to do. I'm gonna need to transfer you on over to Business Workers of America and let you talk to them about canceling your see, OK, um, let me look up that number real quick.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over um let me give you the number just in case the call gets dropped while I'm trying to transfer you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 886 8
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][NEUTRAL] Bye bye, sir.