AccountId: 011433970860
ContactId: 1275b339-cf94-40f7-92b4-97bedec06e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302579 ms
Total Talk Time (AGENT): 119109 ms
Total Talk Time (CUSTOMER): 98619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1275b339-cf94-40f7-92b4-97bedec06e17_20250102T20:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. I'm calling on my policy. My name is [PII].
[AGENT][NEUTRAL] Alright, and what is that policy number please, ma'am?
[CUSTOMER][NEUTRAL] The policy number is AMD 1520 APL.
[AGENT][NEUTRAL] That's not gonna be our policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII], oh, I got the policy number.
[AGENT][NEUTRAL] OK, what's the number?
[CUSTOMER][NEUTRAL] It's 01694741.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is your phone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, that is your old policy number. You have an active policy number as of 91-2024. Would you like for me to give you your current policy number?
[CUSTOMER][NEUTRAL] The current policy number?
[AGENT][POSITIVE] Yes, ma'am. I can give that.
[CUSTOMER][NEUTRAL] OK, uh, my, this is the cancer policy, right?
[AGENT][NEUTRAL] That's right, and you have the policy number you gave me is an old policy number.
[AGENT][NEUTRAL] You have a new policy that was active on 9124?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That is for cancer and I can give you the correct policy number if you'd like this active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That policy number is 255.
[AGENT][NEUTRAL] 83.
[AGENT][NEUTRAL] 70.
[CUSTOMER][NEUTRAL] OK, so yeah, that policy number, the one you just gave me, uh, that's the one that I want to go ahead and cancel.
[AGENT][NEUTRAL] OK, well, what I need to do is to transfer you to our let's see.
[AGENT][POSITIVE] We can help you with that
[CUSTOMER][NEUTRAL] Transfer me to who?
[AGENT][NEUTRAL] Hang on, hang on just a second. Let me see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wanted to cancel the policy?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] 216.
[CUSTOMER][NEGATIVE] Don't get burned it's still not there no more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I, I can tell you.
[AGENT][NEUTRAL] Oh, I hear something precious in the background. No, that's fine.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah, my little granddaughters.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Oh, how old are they?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh my goodness. Uh, what, but there's nothing like grandkids around.
[CUSTOMER][POSITIVE] Yeah, they're, they're precious.
[AGENT][NEUTRAL] They sure are.
[AGENT][NEUTRAL] Let's see, I'm canceling that policy for you, Charmin. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was gonna.
[AGENT][POSITIVE] I have taken care of that for you. You will be receiving a letter for termination in the mail.
[CUSTOMER][NEUTRAL] OK. Do I need to submit anything, anything in writing to you or that?
[AGENT][POSITIVE] No, ma'am. I've taken care of that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That, that will be all.
[AGENT][POSITIVE] It's been a pleasure to assist you and thank you for calling APL. I hope you have a wonderful day and hope you and your family have a very happy [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.