AccountId: 011433970860
ContactId: 052639f8-6c50-4e6b-94de-7d80f2ea088f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198509 ms
Total Talk Time (AGENT): 94761 ms
Total Talk Time (CUSTOMER): 42313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/052639f8-6c50-4e6b-94de-7d80f2ea088f_20250211T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I need to cancel my policy.
[AGENT][NEUTRAL] OK, Miss [PII], um, I can help you with that. Can you please uh give me your uh phone number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number that you're wanting to cancel, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, would it be 01918681?
[AGENT][NEUTRAL] Let me look that policy up real quick for you.
[AGENT][NEUTRAL] OK, I do have a policy.
[AGENT][NEUTRAL] 01918681. Can you please verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then also, can you verify your address, phone number, and email address for me please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying.
[AGENT][NEUTRAL] Your policy for me, let me look.
[AGENT][NEUTRAL] OK, Miss [PII], I do show that that policy was lapsed. It's no longer active, effective [PII], but you do have a different cancer policy.
[AGENT][NEUTRAL] Um, that policy number is 2558345.
[AGENT][NEUTRAL] And that one became effective on [PII], is that the one that you're wanting to cancel?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I guess so. Maybe so.
[AGENT][NEUTRAL] OK. All right, let.
[AGENT][NEUTRAL] And it is a cancer policy.
[CUSTOMER][NEUTRAL] It's what
[AGENT][NEUTRAL] OK. It's a cancer policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK alright I just wanna make sure it's the only one that I showed that you have active with us too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold because I'm gonna get a letter ready to send to you to show that the the policy has been canceled, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna do that while we're on the phone together so it's gonna be a brief hold, Miss [PII].
[CUSTOMER][NEUTRAL] Alright.