AccountId: 011433970860
ContactId: f20de0f0-d11f-4a80-aab7-b916c0e923bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308579 ms
Total Talk Time (AGENT): 87538 ms
Total Talk Time (CUSTOMER): 74166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f20de0f0-d11f-4a80-aab7-b916c0e923bc_20250128T22:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey I was calling to cancel my insurance with um APA.
[AGENT][NEUTRAL] OK, well, I can help you with the cancellation. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that and
[CUSTOMER][NEUTRAL] And then my number.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy 02545280.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. And then which, which one you said my email?
[AGENT][NEUTRAL] Mhm. Email and date of birth.
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment. Let me go to your whole policy.
[AGENT][NEUTRAL] OK, so because your policy is through benefits in a card, that's one of our um groups that they don't, they don't want us to make any changes, they'll have to notify us in writing. So I can either give you their phone number and transfer you over or um just transfer you over if you like, and they'll be able to um cancel on their end, stop the payroll deductions and everything and then it's sent over to us to cancel the actual policy on our end.
[CUSTOMER][NEUTRAL] OK. Can you switch me over to him?
[AGENT][NEUTRAL] Yes, and before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No man, that's it.
[AGENT][NEUTRAL] All right, well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precionidos.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits on a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from APL. I have an insured on the other line that wants to cancel their policy.
[CUSTOMER][NEUTRAL] OK, if you want you can send them over.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, hello, um,