AccountId: 011433970860
ContactId: f8d99dc2-6d18-4ee5-9fb0-1aea796151a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628809 ms
Total Talk Time (AGENT): 110675 ms
Total Talk Time (CUSTOMER): 138219 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/f8d99dc2-6d18-4ee5-9fb0-1aea796151a4_20250501T13:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling about a couple of um policies. Well, it's one policy, my cancel policy. I have the uh policy number. You can look that up.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] 784005
[AGENT][NEUTRAL] OK, that was 784-005, 1 moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment, verify your.
[CUSTOMER][NEUTRAL] And I think the
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] And verify your, that's OK, verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for the verification process. I have your policy pulled up. How can I help you?
[CUSTOMER][NEUTRAL] OK, um, I, I wanna ask about the cancer, and I didn't know that I had dental. Is there a dental policy with that cancer policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] No, sir. You do not have a dental policy.
[CUSTOMER][NEUTRAL] OK, well that's, that's OK. I just want to make sure I guess my concern is to cancel the policy.
[CUSTOMER][NEUTRAL] I would like to know a little bit about it. I, I know you can read over it, and I was trying to read over. I didn't quite understand it. What's, uh, what's, what's say if I'm, uh, right now I'm going to see a urologist for IPA numbers, uh.
[CUSTOMER][NEUTRAL] What's the, what's the, what, what does that policy pay for?
[AGENT][NEUTRAL] OK, give me one moment please. Let me see if I can help you. Give me one second.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me place you on a brief hold, Mr. [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mr. [PII], I'm trying to pull up your policy. It's taken, um, quite some time, so just bear with me, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good morning. So I was trying to reach the cancer department. I'm so sorry.
[AGENT][NEUTRAL] Um, but I have a.
[CUSTOMER][NEUTRAL] No cancer department is not open.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have an insured. He wants to know what his policy, um, covers. I'm sorry.
[CUSTOMER][POSITIVE] Oh, OK. Yeah, for coverage, I can help.
[AGENT][NEUTRAL] Um, the policy number is
[AGENT][NEUTRAL] OK, it is 784-005.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] And um did you verify anything on him?
[AGENT][NEUTRAL] I did verify all the information. Um, his callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, I'm ready for him. Well, let me pull the policy really quick, bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have at least that ready.
[AGENT][NEUTRAL] OK. You said the cancer, you, when you said the cancer um queue was closed. Is that what you said?
[CUSTOMER][NEUTRAL] Yeah, the cancer is closed. Uh, it comes to us unless like it's a claim, uh, like they're, um, they needed somebody in claim support. That's the only thing that we have claim support which, um, it's only for claim discussion if they need like additional information, yeah. Mhm, yep, it is closed.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is it the same? I never understand another question. OK, never mind.
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEGATIVE] Well, it's gonna be cancer, disability, um.
[CUSTOMER][NEUTRAL] HI [PII]. Um, yeah, so far the only thing that is open right now is that link, I think.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] That's good to know
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, so I got it pulled up. Thank you.
[AGENT][POSITIVE] Thank you, so one moment thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Mr. [PII], thank you so much for your everlasting patience with me. I have, I'm so sorry, sir, I have Soul on the line, Sol on the line. She's going to assist you further with your questions with your policy coverage, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you sir you have a good day and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Yes sir.