AccountId: 011433970860
ContactId: 15092548-b462-4153-b07a-823b4fc1b473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279579 ms
Total Talk Time (AGENT): 117055 ms
Total Talk Time (CUSTOMER): 129858 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/15092548-b462-4153-b07a-823b4fc1b473_20250109T16:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Hi [PII], uh, I called the other day, canceled my policy. I just want to reconfirm it that it's been canceled.
[AGENT][POSITIVE] OK, yeah, I can definitely help you with that, my friend, do you have that policy number handy at all?
[CUSTOMER][NEUTRAL] I don't I give you my social.
[AGENT][NEUTRAL] No worries. OK, I can look it up with that. Um, do you mind if I get your social one more time?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and let me look that up.
[CUSTOMER][NEUTRAL] You're working from home today?
[AGENT][NEUTRAL] Yeah, I am. It's supposed to get really cold.
[CUSTOMER][POSITIVE] It's good.
[CUSTOMER][NEUTRAL] It is cold where I am. Like, it's only 16 degrees right now.
[AGENT][POSITIVE] Oh goodness, um, it is also, yeah, it's starting to snow where I'm at my friend.
[AGENT][NEUTRAL] Let me see, um, I do just need to verify some information with you. Is that OK?
[CUSTOMER][NEUTRAL] No boy.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] All right, would you mind verifying for me pretty please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful thank you so much and.
[AGENT][NEUTRAL] Would you also be able to verify for me your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, I appreciate that and then lastly it's just the email and phone number on file if you can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right, [PII], I am seeing your, you had a short term disability policy with us and it looks like a group critical illness, and both of those policies are terminated for you.
[CUSTOMER][NEGATIVE] So, I terminate, I just want to tell you something, I terminated because I applied for short-term disability back in November. I never heard one word, nothing, not an email, a phone call. I had no clue what was going on. I kept calling. No one had any information, so I said, frick it, I'm canceling it. I told the city to do away with the whole thing.
[CUSTOMER][NEGATIVE] Terrible service. I, I, I filed in November and I still haven't heard nothing, so that's why I canceled. I don't know if that's the right protocols and how they do things. I don't know. But I was left hanging since November.
[AGENT][POSITIVE] I am so sorry to hear that. I
[AGENT][NEUTRAL] I typically, I mean, I guess.
[AGENT][NEUTRAL] I don't know. I'm really sorry to hear that like you nobody like said you typically will send letters like, hey, this is where we're at.
[CUSTOMER][NEGATIVE] No one called me instead.
[CUSTOMER][NEGATIVE] Nothing, not an email. Nope, nothing, not an email, not a phone call. I had, I kept calling. They said they were looking for um.
[CUSTOMER][NEGATIVE] Uh, records. I called my doctor. Yeah, we got it. We'll send it everything was all set, but I never heard nothing. I never got a payment, so I said the hell with APL and I told the city, get rid of them. They're terrible. No offense. I'm just saying.
[CUSTOMER][NEGATIVE] No, nothing against you. I'm just saying terrible service if they did that to me, God knows how many other people they do it to.
[AGENT][POSITIVE] Oh yeah, I am so sorry. I, I wish that hadn't have been your experience and I'm really, I'm really sorry about that. I can absolutely understand that'd be frustrating to not hear back anything and not have anyone reach out. I'm so sorry.
[CUSTOMER][POSITIVE] No, that's right.
[CUSTOMER][NEGATIVE] I don't know what the center have I told the the city. What's the, what's the purpose of having APL if they don't respond? They just take your money and run. That's not fair. So I think they're gonna reconsider.
[AGENT][POSITIVE] OK, well thank you so much for giving us a call today and again I'm so sorry about that experience, um.
[AGENT][POSITIVE] I definitely, I can understand how you feel, um, the way you feel and so really.
[CUSTOMER][NEGATIVE] So I'm canceled
[AGENT][NEUTRAL] You are, yes.
[CUSTOMER][NEGATIVE] I'm canceled. They're not taking no more money out of me, right?
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][POSITIVE] Excellent. OK.
[AGENT][POSITIVE] Well, hey, I wish you stay warm and have a great rest of your week and enjoy the weekend and I really appreciate you taking the time to talk to me.
[CUSTOMER][NEUTRAL] All right, that's it.
[CUSTOMER][POSITIVE] OK, thank you. Have a great day. Stay warm yourself. OK.
[AGENT][POSITIVE] Hey, thank you. I will take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.