AccountId: 011433970860
ContactId: 07c1f615-000c-43b5-afe4-adb8b45cbbef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715130 ms
Total Talk Time (AGENT): 408364 ms
Total Talk Time (CUSTOMER): 211780 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/07c1f615-000c-43b5-afe4-adb8b45cbbef_20250210T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I'm calling to um cancel my policy.
[AGENT][NEUTRAL] OK, Ms. [PII], you're wanting to cancel your policy that you have with APL is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And Miss [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 017
[CUSTOMER][NEUTRAL] 83
[CUSTOMER][NEUTRAL] 889.
[AGENT][NEUTRAL] OK, thank you. One moment, Miss [PII], while I get your information all pulled up please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Miss [PII], I will need to verify several pieces of information with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. So yes, ma'am, I can process that cancellation request for you and then you will also receive a letter from APL um as well.
[CUSTOMER][NEUTRAL] OK, cause I, I see.
[AGENT][NEUTRAL] And your policy is, oh, I'm so sorry, go ahead. No, your policy will term as a 31.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] As of what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I see that they're trying to take a payment today.
[CUSTOMER][NEUTRAL] So, can that be canceled?
[AGENT][NEUTRAL] And now that Ms. [PII], I'm not sure if I can connect you with a member of our customer service division to verify if that can or cannot be uh one moment and let me look at something.
[AGENT][NEUTRAL] OK, so I'm not sure on that. It, according to my records of what I can see, this was drafted on [PII].
[AGENT][NEUTRAL] So that would have been on Friday?
[CUSTOMER][NEUTRAL] OK, because it shows it's pending.
[AGENT][POSITIVE] Yes ma'am, now again I can transfer you over to customer service and they can further look at this with you if you would like for me to do that, I'll be happy to and I'll give them your policy number and you will not have to re verify your information.
[CUSTOMER][NEUTRAL] OK, is, is, so there is, there's nothing to that um.
[CUSTOMER][NEGATIVE] No reimbursement of any of anything on this?
[AGENT][NEUTRAL] Uh, no, ma'am, not that I can see. Again, we're showing that the policy is now paid to 31.
[CUSTOMER][NEUTRAL] Well, because that's because they're they're trying to draft that, that one, so I don't want that one to draft.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will have to connect you with someone else to further look at this with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate that. And what, what was your name?
[AGENT][POSITIVE] OK. Absolutely. Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help.
[AGENT][POSITIVE] Uh, you're welcome. So if that's all I can help you with, thank you for calling APL, Miss [PII]. We've appreciated your business, and I will get you connected to someone who can further look at this, um, transaction with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and have a good day.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][POSITIVE] Oh, I'm fine, thank you for asking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So, um, I thought this call was just gonna be one I was just gonna handle and move on about my business with, but it's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy number is 01783889 for [PII].
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] So she's wanting to cancel her policy, so I was just gonna go in and lapse it and everything. Well, as you can see the pay date shows [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Well, she doesn't.
[AGENT][NEUTRAL] want it to be drafted.
[AGENT][NEGATIVE] She says that it's pending at her bank today and she does not want that to happen.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] OK. Um, OK.
[AGENT][NEUTRAL] So that's out of my purview of how to, what to do with her, you know, within the situation.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, now that will need to go to the billing queue because I don't know how to stop that.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But uh yeah because somebody in the building may know exactly what to do, but then they may have to get actually involved. I'm just not 100%.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me get her back on the line and tell her I'm gonna connect her down with someone in billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, yes.
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, you're welcome. Have a good day. Bye.
[AGENT][NEUTRAL] All right, bye bye you too. Bye.
[AGENT][NEUTRAL] OK, Ms. [PII], this is still [PII], and so instead of transferring you to the original department I was going to transfer you to, I'm gonna connect you with someone in our billing division.
[AGENT][NEUTRAL] Um, since this is a pending transaction, you know, with you being set up on a monthly draft and it was scheduled, you know, to draft on the [PII], I'm gonna connect you with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that they can, you know, try to further assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, so just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] I'm doing fine, thank you. So I have an insured on the line and I was initially gonna
[AGENT][NEUTRAL] Handle the full call. Um, it's an individual policy. Let me give you the policy number first off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 178.
[AGENT][NEUTRAL] 3889.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For Miss [PII], so she was calling to cancel her policy.
[AGENT][NEUTRAL] I have not had this scenario come up, OK? So I was just gonna cancel it, but she, because we show at page 31, but the transaction is still pending in her bank according to her, and she does not want it to be processed.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She does not want this draft to fully go through.
[CUSTOMER][NEGATIVE] I do not know how to help you with that.
[AGENT][NEUTRAL] So, um, I was told by customer service that needed to come to you all, but that you might have to end up, um, like looking at it with her and then if getting with [PII] on it.
[CUSTOMER][NEUTRAL] Well, so I'm technically customer service, but I am group billing, so.
[AGENT][NEUTRAL] Right. No, that's what I'm saying. I talked, well, it went to billing. I called the billing queue.
[AGENT][NEUTRAL] You're in billing, right? Yeah, so customer service said that it needed to go to billing, so, uh, that's why I'm calling you, but she, I was told that if you all couldn't helpfully help her with this particular thing that you might have to get with [PII] on it.
[CUSTOMER][NEUTRAL] Right. That's, yes, ma'am, but that's
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I just, I don't know how to stop something that's already gone through, you know what I mean? Like it's pending on hers, that means it's already, you know, we've already drafted it. I don't know how to stop that, um, let me really.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oi, that's right. Oi.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Again, uh, you know, I don't know if you'll just need to maybe call her, talk to [PII] and call her back to see if there's anything that can be done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] If I could type, I apologize.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] It's Monday.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh darn, how did I do that?
[AGENT][NEGATIVE] They want to cancel. So, oh no, that's about to pay 3, never mind.
[AGENT][NEUTRAL] I mean, I don't know if it's just y'all have to issue a refund.
[CUSTOMER][NEUTRAL] It's see that's that's where my mind is going um because it's already been processed we could issue a refund and turn her as of, um, let me look at this real quick because.
[AGENT][NEUTRAL] According to the
[AGENT][NEUTRAL] Yes it would be 21.
[CUSTOMER][NEUTRAL] It looks like 27 was when we um did the draft and it's just for whatever reason still pending on her account we could refund it and have it just go to the pay due date to 21 if that's what she would like to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] So that's just not to pay 3.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you explain, will you take care of that?
[CUSTOMER][POSITIVE] Yeah, yeah, definitely.
[AGENT][NEUTRAL] Now, do you all also lapse the policy?
[CUSTOMER][POSITIVE] Yes, ma'am, I can do that.
[AGENT][NEUTRAL] OK, all right. Just since this one's a little different, I know on our guru card that [PII] had created for us, it was the one stipulation for us was a motor pay of 3 and she's not motor pay 3. She's 2, so I don't really think that this card applies to this particular situation with this insured.
[CUSTOMER][NEUTRAL] And I apologize, I don't know the difference in the modes of pay.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, oh, OK, you're fine.
[AGENT][NEUTRAL] You're, you're fine. She shows a draft.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Anyway, but you know what to do with this as far as you can cancel it and um
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The first I
[CUSTOMER][NEUTRAL] You said her name was [PII] and the phone number?
[AGENT][NEUTRAL] Yes, and she's fully verified too, [PII], the phone number that's in line is her her callback number.
[CUSTOMER][NEUTRAL] Is that the one on the screen? Sorry, I'm on a different screen.
[AGENT][NEUTRAL] The [PII] OK, [PII]. Is that the one you see? Yes. Uh-huh.
[CUSTOMER][POSITIVE] Yes. Yes, ma'am. I've got that. Yeah, you can just send her on over.
[AGENT][POSITIVE] OK, well, thank you so much.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.