AccountId: 011433970860
ContactId: e679645c-4622-45e0-b684-cdbdff02d6ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195490 ms
Total Talk Time (AGENT): 46425 ms
Total Talk Time (CUSTOMER): 90813 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e679645c-4622-45e0-b684-cdbdff02d6ce_20250521T21:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was had a quick question, um.
[CUSTOMER][NEUTRAL] I'm hoping you can help me out. I was wondering if, uh, so obviously I get this through my employer, but I was wondering if I could opt out of my insurance anytime or if there was a specific time when I would have to do that.
[AGENT][NEUTRAL] OK, uh, do you have your policy number by chance, so I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] Um, I actually do have my policy number right in front of me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is 02554166.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] Name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And could you verify your address and your email address for me, please?
[CUSTOMER][NEUTRAL] Sure, address is [PII], and I believe the correct email address that should be on file is uh [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you're wanting to cancel the insurance, is that right?
[CUSTOMER][NEUTRAL] Uh, I'm not looking to cancel it today. I was just wondering if I can cancel it at any time or if there was a specific time that I would have to wait to do that.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Give me just one moment, OK?
[CUSTOMER][POSITIVE] Take your time traveling, so I'm not in a rush.
[AGENT][NEUTRAL] I'm not sure if it can be done anytime, um, but benefits in a card is who could answer that question for you. Would you like me to transfer you over there?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, but real quick though, would I also, if I had a question regarding my dental insurance, would I be taking it up with them as well, or is that something that you could possibly help me with?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][POSITIVE] Yes, I can help you with your dental insurance. Let me get that policy pulled up real quick, OK?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I've got your dental policy pulled up. How can I help you on that?
[CUSTOMER][POSITIVE] Uh, you know what, I'm getting an important phone call. I'm gonna have to do this later. Thank you so much.