AccountId: 011433970860
ContactId: f56bedf9-76ef-44a9-9ca2-026381d814ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197860 ms
Total Talk Time (AGENT): 55287 ms
Total Talk Time (CUSTOMER): 90652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f56bedf9-76ef-44a9-9ca2-026381d814ed_20250604T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Just today I looked in my mailbox and I pulled out something that indicates that I've got insurance identity identity cards with APL, but I don't remember ever signing up for American public life insurance.
[AGENT][NEUTRAL] OK, uh, does one of those cards have a certificate number or a policy number?
[CUSTOMER][NEUTRAL] Yes, the yes, the policy certificate number is 02635473.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It looks like it would have been through your employer. Um, can you verify your name and date of birth for me?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like this is through the staffing agency that you're working with. Are you still with them?
[CUSTOMER][NEGATIVE] Yes, but I thought I told them that I had my own insurance and to cancel coverage on everything else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At least that's what I did through the site they sent me.
[AGENT][NEUTRAL] OK, so do you want to cancel the coverage that you have through that they signed you up for?
[CUSTOMER][POSITIVE] Yes, I would like that very much, especially if this is going to eat out of my paycheck because that's because no offense to you, but I've already got my own insurance and I'm very happy with it.
[AGENT][NEUTRAL] OK, sure, I understand. Um, so benefits in a card is that they're basically the company that handles that. They handle cancellations and anything related to coverage with your policy. So do you want me to transfer you over to them and they can assist you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Just.
[AGENT][POSITIVE] OK, I'm gonna get you transferred over. Here you go. Thank you.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one. But I