AccountId: 011433970860
ContactId: 06041055-8735-4f34-b950-58eb9ee8e09e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230580 ms
Total Talk Time (AGENT): 70738 ms
Total Talk Time (CUSTOMER): 63142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/06041055-8735-4f34-b950-58eb9ee8e09e_20250128T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I want to cancel my policy. This is [PII].
[CUSTOMER][NEUTRAL] Policy number 9.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Go ahead, ma'am.
[CUSTOMER][NEUTRAL] Policy number is 9A0126586.
[AGENT][NEUTRAL] Thank you, Miss [PII], give me just one moment please. Let me pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, and then just for verification, if I could just please have your date of birth and address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Uh, just the address please.
[CUSTOMER][NEUTRAL] My address now is, it was at the time, and, and I guess if I got any information back, it would be [PII], but I sold that house and, and my address now is [PII].
[AGENT][NEUTRAL] Is the zip code still [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] All right, so we just wanna go ahead and cancel this out.
[CUSTOMER][NEGATIVE] cancel it out. I'm old and I would not go through any more cancer treatments if I needed to. I mean, I'm too old.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] I am happy to cancel this for you. Just one moment here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Ms. [PII], if it's all right with you, I'm gonna update the address to the [PII] so we can send you out a letter also just confirming the cancellation.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've been paying through my bank draft, so I'm, I'm assuming you would cancel that.
[AGENT][POSITIVE] Oh, yes, absolutely. All of that will be uh removed and no further payments will be taken. Absolutely.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][NEUTRAL] You're very welcome. So we'll go ahead and cancel that and like I said, I've updated the address to the [PII] and that was again in [PII], and then we will send you out a letter just confirming the cancellation on the policy as well.
[CUSTOMER][POSITIVE] All right, thank you, thank you.
[AGENT][POSITIVE] Yes ma'am. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That's, that's all. Thank you very much.
[AGENT][POSITIVE] Thank you for calling AP