AccountId: 011433970860
ContactId: 08a651dc-d34d-436c-9b2b-7e4a01d86924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448959 ms
Total Talk Time (AGENT): 160401 ms
Total Talk Time (CUSTOMER): 136834 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/08a651dc-d34d-436c-9b2b-7e4a01d86924_20250606T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is, um, [PII], and I have dental insurance with American Public Life, and um I want to cancel that policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, do you need the policy number?
[AGENT][NEUTRAL] OK, so you said that you're wanting to cancel your dental coverage with APL is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that, Miss [PII]. And first off, uh, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And give me just one moment, Ms. [PII], please.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII], so if you could please give me your policy number?
[CUSTOMER][NEUTRAL] OK, it's 00595029.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII], first off, I will have to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh wait a minute, my mind just went blank. [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. The phone number that we have for you is also the same as the one that you gave me, so that again, that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, and lastly the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh, uh, well, let's see, I don't have email, but you may have my nieces. Um, my niece is [PII] and it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At hold on just a second, let me look. I got all that written down [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But I don't if she's gotten anything from y'all.
[AGENT][NEUTRAL] Yes, ma'am. That is
[AGENT][NEUTRAL] No, we just have that on file so that you could set up or if you allowed her to set up that profile that you had in our portal to be able to access your information online, so that's fine.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yeah, no worries. OK, so if you'll give me just a couple of moments, um, I'll be happy to process your request for you, so give me just a moment.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have got your um cancellation processed for you, uh, Ms. [PII], and this policy will, you will also receive a letter. You should be receiving a letter from APO with that information as well, but it did term with the term date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So again, that has been processed and we certainly appreciate um your business for all of these years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, thank you, and I, I'm not sure right now. I don't remember what day y'all do a bank draft.
[CUSTOMER][NEUTRAL] Have I called in time to get it stopped for June?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see, uh, just a moment.
[AGENT][NEUTRAL] OK, this shows as a draft date of the [PII].
[CUSTOMER][NEUTRAL] OK, all right. All right, so.
[AGENT][NEUTRAL] So, but I don't show that that has been received as of yet.
[CUSTOMER][NEUTRAL] OK, so then, uh, if it's already in progress from the bank and y'all do receive it, we just give it back?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yes, ma'am. That, that would be refunded back to you, but I don't see that that draft has even been initiated at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh right, we got.
[CUSTOMER][NEUTRAL] OK. All right. OK. Well, my, my niece.
[AGENT][NEUTRAL] It's set for that day, but it's, you know, depending on how the days fall each month as to when that draft is actually, you know, received, and I don't show that it has been at this point.
[CUSTOMER][NEUTRAL] OK. OK. Well,
[CUSTOMER][POSITIVE] OK, alright, well, my niece takes care of all the bank and stuff so she can check on that to make sure that uh it didn't go through or is refunded, whichever. OK, [PII], thank you so much. I appreciate your help. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, you're, uh, you're welcome, Miss [PII] and. Can I help you with anything else today?
[CUSTOMER][POSITIVE] OK, alright, thank you. No, no, thank you very much. OK, bye bye.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL. Have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye