AccountId: 011433970860
ContactId: e50951a9-e4e1-4bcb-8aba-6a0995eeb680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272369 ms
Total Talk Time (AGENT): 105454 ms
Total Talk Time (CUSTOMER): 112100 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e50951a9-e4e1-4bcb-8aba-6a0995eeb680_20250103T14:34_UTC.wav
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[AGENT][POSITIVE] Hi, good morning. Thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good morning. Who am I speaking with?
[AGENT][POSITIVE] Oh yes my name is [PII]. How can I help you, my friend?
[CUSTOMER][POSITIVE] Yeah, I, I appreciate you taking my call. My name is [PII].
[CUSTOMER][NEGATIVE] And uh I am going to cancel my dental insurance with APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah let me give you my uh policy number.
[AGENT][POSITIVE] Yes, that would be fabulous. I'm ready for that when you have it, my friend.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, right, 57.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8399
[AGENT][POSITIVE] Perfect, let me get that pulled up for you.
[AGENT][NEUTRAL] And all right, [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Perfect. I really appreciate that and
[AGENT][NEUTRAL] If you wouldn't mind just verifying your mailing address as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful, thank you, thank you.
[AGENT][NEUTRAL] All right, and I have that policy pulled up right here. Give me just a moment.
[AGENT][POSITIVE] We'll get you where you gotta go, my friend. You're having a great morning so far?
[CUSTOMER][NEUTRAL] Yes, are you, are you starting the [PII] off good?
[AGENT][POSITIVE] Yes, I am. I'm having a wonderful [PII].
[CUSTOMER][POSITIVE] Good deal. Hope it stays that way for about 363 more days.
[AGENT][POSITIVE] Uh, no. I, yeah, as long as we stay on this trajectory, we're gonna be doing fine.
[CUSTOMER][POSITIVE] Good deal.
[AGENT][NEUTRAL] Alright my friend, so I should be able to go ahead and cancel that for you. Um, give me one second.
[AGENT][NEGATIVE] Oh, hold on one sec. It's my fault. I went into the policy incorrectly.
[AGENT][POSITIVE] All right my friend, I think we're doing wonderful uh is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, so, so we're officially canceled?
[AGENT][NEGATIVE] We are canceled, yes, sir.
[CUSTOMER][POSITIVE] And there'll be no more payments or I can't remember why send a check or you guys d drew a draft on us or what, but, uh, y'all been real, y'all been wonderful. I mean, you you guys have been good. The reason we're doing this, not that I need to tell you, is that our teacher retirement is now offering dental and vision.
[AGENT][POSITIVE] Oh, that's awesome yeah I get that while you can.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] At a little bit, you know, a lower rate. And so, uh, in this, in this economic times we're in, wherever nickel counts, it just made sense.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I mean, they add up those pretty pennies.
[CUSTOMER][NEUTRAL] To, to go ahead. So it was nothing, you know, you guys have done or anything like that. It was just a, a matter of economics and our teacher retirement is now offering that to our retired teachers, so we're taking advantage of that.
[AGENT][POSITIVE] Absolutely. Well, as you should, my friend, um, it's been a pleasure and if there's anything you need, let us know, and I think if something were to occur and you needed your coverage back, I believe you have to 90 days to give us a call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, I I I appreciate it, [PII]. Thank you so much and hope you continue and have a wonderful [PII].
[AGENT][POSITIVE] Hey, I will. Thank you so much for giving us a call and chatting with me this morning. I hope your [PII] rocks, the whole [PII]. All good.
[CUSTOMER][POSITIVE] All right, thank you. All right. Thank you. Same to you. Thank you so much.
[AGENT][POSITIVE] My pleasure. You take care, friend.
[AGENT][NEUTRAL] Yeah. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.