AccountId: 011433970860
ContactId: e9fae40b-bdc6-477b-bf9b-321d91c7e126
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631140 ms
Total Talk Time (AGENT): 231045 ms
Total Talk Time (CUSTOMER): 120620 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e9fae40b-bdc6-477b-bf9b-321d91c7e126_20250603T17:31_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'll be.
[CUSTOMER][NEUTRAL] I could be with him you know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm looking at my policy and I had canceled my short term and long term disability, but I see it's still on here.
[CUSTOMER][NEGATIVE] I canceled it like like 2 weeks ago.
[AGENT][NEUTRAL] Um, what, do you know what group what's the group number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Where would I find that at on here.
[AGENT][NEUTRAL] Let's try a different route. Do you know the name of the group?
[CUSTOMER][NEUTRAL] Well, um, I work for TLC staff.
[AGENT][NEUTRAL] What was the name of the group?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] See that.
[AGENT][NEUTRAL] TRC
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] T as in Tiger.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] R as in Ring. C as in Charlie.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] TRC is it out of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so your group numbers.
[AGENT][NEUTRAL] OK, and then what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, it's said to go on.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can barely hear you on your end.
[AGENT][NEUTRAL] Sorry, there's a lot of people on here, so I have to go individually.
[AGENT][NEUTRAL] And what was the last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said the last name was what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, [PII], [PII].
[AGENT][NEUTRAL] And you just want to cancel all three policies?
[CUSTOMER][NEUTRAL] No, I, I didn't canceled the uh.
[CUSTOMER][NEUTRAL] The critical illness and uh short term disability like, like 2 weeks ago, but then I see that it's still I I guess I'm still being billed for it like.
[CUSTOMER][NEUTRAL] Even though it wasn't active yet, like I only know them.
[AGENT][NEUTRAL] Cause I don't see, I don't see that it's canceled. Did you, you try to do it like when you say canceled, you send an email or like what do you mean by you canceled?
[CUSTOMER][NEUTRAL] I, I called, I called in to, to the num to to this number.
[AGENT][NEUTRAL] OK. Well, and you said the critical illness and the short term disability.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it looks like I guess I'll have to submit it. I don't see where anybody submitted anything for this group.
[AGENT][NEUTRAL] And you probably don't remember who you talked to you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know, it's some guy. I don't know I.
[CUSTOMER][NEUTRAL] I don't know the girl.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me pull up my customer screen so that way I can submit it cause it looks like it never got submitted.
[CUSTOMER][NEUTRAL] What I called uh
[AGENT][NEUTRAL] And what was the effective that you were trying to make this conversation?
[CUSTOMER][NEUTRAL] Um, it was like a couple of weeks ago, I mean, maybe like before, before June. It was before June, but
[AGENT][NEUTRAL] I'm saying would you want would you make it [PII]? Well, I'm asking you, what day did you want the effective date to be for termination.
[CUSTOMER][NEUTRAL] Um, I guess it would be like a [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII], so that's that's why I know when I call like uh.
[AGENT][NEUTRAL] So it'll just be, it'll be [PII] then because they can't stop coverage in the middle of the month, so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I called Be card and told them that's why I called.
[AGENT][NEUTRAL] Oh, so that, OK, that makes sense. So it takes them, so it's kind of that's like a third party, so like you call them, then they send it to us, so.
[AGENT][NEUTRAL] That's probably why it's still there, so let me just go in here and do it manually. OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So then this will just leave you with having um you would just only have the
[AGENT][NEUTRAL] The dental plan, correct?
[CUSTOMER][NEUTRAL] Yeah, I just want general that's it, yeah.
[AGENT][NEUTRAL] OK, I was like, I'm just trying to make sure he still we have that plan on here.
[AGENT][NEUTRAL] And uh so the 357 and the 230.
[AGENT][NEUTRAL] OK, and you should the only plan.
[AGENT][NEUTRAL] Give me, I'm still on here. I'm just about to mute it.
[AGENT][NEGATIVE] [PII], you're gonna kill me. So I'm gonna need you just to send me an email so that way we can have it in writing that you requested this to come off.
[AGENT][NEUTRAL] Um, so let me
[AGENT][NEUTRAL] Give you our email address when you're ready.
[CUSTOMER][NEUTRAL] OK, hold on
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I was looking on the website. I don't see it on here.
[AGENT][NEUTRAL] Yeah, it should be [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, yeah, OK.
[AGENT][NEUTRAL] whatever, and then after you.
[CUSTOMER][NEUTRAL] Well, I, I, I'll, I'll, I'll fill it out, I'll fill it out there so I need to cancel.
[AGENT][NEUTRAL] Yeah I can't hear you. What did you say?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'll fill this out where it says contact you guys if I need to cancel.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What is the email address you're saying?
[CUSTOMER][NEUTRAL] to to uh
[CUSTOMER][NEUTRAL] There there's no email email address that's right. It just says contact and then it says comments.
[CUSTOMER][NEUTRAL] We have one
[CUSTOMER][NEUTRAL] I guess it's it's sent submitted to you guys, but there's no email here.
[AGENT][NEUTRAL] And you're on the APL website?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I'm on ATO website. It says dashboard my policy.
[AGENT][NEUTRAL] You can try that. I'm just gonna be super transparent. I don't know where that email address goes to.
[AGENT][NEUTRAL] So you, if you wanna submit it that way, you can. I'm just gonna be completely honest. I don't know what department that goes to.
[CUSTOMER][NEUTRAL] Mm, so, so what's the email?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Because he at, at what?
[AGENT][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that way I just wanted to guarantee it's actually gonna get done like you could send it that way. I just don't want it to get lost in a scramble.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll send it right now.
[AGENT][NEUTRAL] And I will keep an eye on your, uh, since I know to look for it, I'll just check it in like the next day or two just to make sure it got canceled.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, thanks.
[CUSTOMER][POSITIVE] All right thank you.