AccountId: 011433970860
ContactId: eadebbd3-756c-44b6-bf3f-35389b622fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343459 ms
Total Talk Time (AGENT): 180058 ms
Total Talk Time (CUSTOMER): 93542 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/eadebbd3-756c-44b6-bf3f-35389b622fcf_20250307T23:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, well, I'm the mom of a, um, kid that's [PII], and he took this policy over the phone, and we want to know how we cancel it because it's not the right policy for him and it's odd to me because we have the paperwork and it says policy effective date was [PII] so we're really concerned, yeah.
[AGENT][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can imagine. Yeah, that's a bit confusing. All right, we'll get that policy pulled up and take a look at that. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], and I can get my son too. He's home right now.
[AGENT][NEUTRAL] OK, um, really quick, [PII], if you don't mind, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] But he's
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then um do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 25565.
[AGENT][NEUTRAL] Mm, that's gonna be a bit too short to be one of our policy numbers um that could be the group number let's see.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, it says group limited some policyholder business workers of America group policy number.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, yes, BWA, OK. Um, let's do this. Um, I can start using his social if you don't have the policy number.
[CUSTOMER][NEUTRAL] Sure, [PII], will you get [PII].
[CUSTOMER][NEUTRAL] I'm gonna grab them because I don't have that memorized.
[AGENT][NEUTRAL] Sure, I probably have to verify his info anyway if you're not listed.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, what?
[AGENT][POSITIVE] I would probably have to verify his info anyway, um, so it's a good thing you're grabbing him.
[CUSTOMER][NEUTRAL] OK, OK, here he is. OK, she wants your security number, [PII].
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Find you and then I'm just gonna verify some of your info really quick.
[AGENT][NEUTRAL] All right, um, what was your full name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not find you with that social. OK, so it does not look like you've got a policy with us, um, because I don't, I did not find you with that social, um, spell your last name again for me if you would.
[CUSTOMER][NEUTRAL] Can I say the social again?
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] I can read back what I've got. You could tell me if that's incorrect.
[CUSTOMER][NEUTRAL] Aw
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] OK, so I heard uh [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, yeah, I did not get a result with that um so if you give me your, if you wouldn't mind spelling out your last name, um, I can look in the actual group to see if I find you there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Spell your last name.
[AGENT][NEUTRAL] Could you spell out your last name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I, I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know what she's asking.
[AGENT][POSITIVE] All [PII].
[AGENT][NEUTRAL] Bear with me just a moment. This is quite a large group, um, I've actually had.
[AGENT][NEUTRAL] Some issues lately where we're not seeing their policies um if they have policies with us through BWA so I'm going to try to look really quick if not, even if y'all were looking to uh terminate uh any coverage um it would be through them so let me first see if I find anything with us, but then I'll give y'all uh their information as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, now I'm not seeing any of your info, um, so whenever you're ready I've got a phone number for them and an email address um I can try to transfer you. I'm not sure what their hours are so I'm not sure if they're closed already or not um but I can try to transfer you as well if you'd like.
[CUSTOMER][POSITIVE] That'd be great. Can you tell me the phone number, please?
[AGENT][NEUTRAL] OK, let
[AGENT][NEUTRAL] Sure, are you ready for it now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] 247.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you want their email address as well?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII] and it's the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][NEUTRAL] OK, did you want me to go ahead and try to transfer you now or did you wanna wait?
[CUSTOMER][NEUTRAL] No, go ahead and transfer me.
[AGENT][POSITIVE] Alrighty I'm just gonna put you on a brief hold while I try to get them on the line. I hope you all have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hold on.