AccountId: 011433970860
ContactId: 054c2536-51b8-4d3d-8ed3-5eaa16d15cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339230 ms
Total Talk Time (AGENT): 130947 ms
Total Talk Time (CUSTOMER): 108878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/054c2536-51b8-4d3d-8ed3-5eaa16d15cb1_20250310T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Uh, I was, uh, just wondering, I have a dental insurance with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I was wanting to cancel it.
[AGENT][POSITIVE] OK, [PII], I'm happy to help you with that today. Do you have your policy number? We can look at canceling it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think the policy number is 615,400.
[AGENT][NEUTRAL] OK. Let's take a look here. One moment.
[AGENT][NEUTRAL] All right. And then for security, if I could please get your date of birth and address, [PII].
[CUSTOMER][NEUTRAL] Uh, uh, [PII] and [PII].
[AGENT][NEUTRAL] It looks like we may have a different one. It was on [PII], is that old?
[CUSTOMER][NEUTRAL] Yes, it was, yeah, I've moved, yeah.
[AGENT][NEUTRAL] OK, OK. Um, I, all right, so let's see here.
[AGENT][NEUTRAL] And if you don't mind, [PII], read me back your current address again because we'll send you a letter just confirming the cancellation.
[CUSTOMER][NEUTRAL] OK. Will that be canceled today?
[AGENT][POSITIVE] Yes, I can do that for you today, absolutely.
[CUSTOMER][NEUTRAL] OK. Oh, now this has nothing to do with life insurance, right? It's just you know.
[AGENT][POSITIVE] Just the dental. Yeah, yeah, yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, OK, that's what I wanted, just the dental. I didn't want because I'm, I see it says on here American Public Life and uh I know I do have another life insurance with y'all or I I think I do and uh I don't want to cancel that one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no, I'm just looking at your dental. I'm not looking at anything else. So yeah, we're not touching anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I think that's a draft they take out of my uh bank, so you just won't be drafting it anymore, right?
[AGENT][NEUTRAL] Correct, yeah. So it looks like the policy looking at it is paid through [PII] right now. So that, that will be the official termination date since it's already paid through to that date.
[CUSTOMER][NEUTRAL] OK, I need it terminated yeah, I need it terminated before then.
[AGENT][NEUTRAL] Before the [PII] date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Before the [PII] date correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you want it effective on [PII] as of today.
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So I'll make the effective date, the [PII].
[AGENT][NEUTRAL] Of [PII], so what'll happen is we'll send you out a letter confirming the cancellation and the date and then I'm gonna create a request and that'll go to our customer service department because they're gonna have to calculate the refund of premium.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. We're all set on that, [PII]. Do you have any other questions, concerns, anything else?
[CUSTOMER][POSITIVE] No, no. Thank you very much. You were uh very helpful.
[AGENT][POSITIVE] OK. Not a problem, [PII]. Glad I could help. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, you too, babe. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.