AccountId: 011433970860
ContactId: ed97fe74-d90a-4ec2-a305-db8653f227fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200179 ms
Total Talk Time (AGENT): 79857 ms
Total Talk Time (CUSTOMER): 51594 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ed97fe74-d90a-4ec2-a305-db8653f227fb_20250325T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I was calling to see how I can um.
[CUSTOMER][NEUTRAL] Opt out of this insurance?
[AGENT][NEUTRAL] Uh, you were wanting to cancel your policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can get that pulled up and we'll see how we can uh help you with that um what was your name?
[CUSTOMER][NEUTRAL] Well [PII].
[AGENT][POSITIVE] And then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think, I don't have that.
[AGENT][NEUTRAL] OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, hold on I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that information, [PII]. OK, so if you were wanting to, are you wanting to cancel all of your policies or just some of them?
[CUSTOMER][NEUTRAL] All of them.
[AGENT][NEUTRAL] OK, so that would be through uh benefits and a card, uh, benefits and a card works with your employer, um, so I can give you their information and then I can transfer you to them if you'd like.
[CUSTOMER][POSITIVE] That'll work, thank you.
[AGENT][NEUTRAL] OK, do you want the phone number as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me know when you're ready I'll give that to you.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and again that is uh benefits and a card uh did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, yeah, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But by your call may.