AccountId: 011433970860
ContactId: 19aedb39-504e-477c-953b-22ca97a75c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176550 ms
Total Talk Time (AGENT): 74448 ms
Total Talk Time (CUSTOMER): 88751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/19aedb39-504e-477c-953b-22ca97a75c51_20250213T20:23_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That's why I wait
[CUSTOMER][NEUTRAL] Well, good day, Ms. [PII]. I have a niche named [PII]. This is [PII], and I have a very old American public cancer policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I, and I, I don't have my policy number or anything like that. Um I took it out like in the [PII] when I worked for Franklin Perry school board.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And Mr. [PII] was the underwriter, but I need to cancel it. My husband and I are both on getting on Medicare now.
[CUSTOMER][POSITIVE] Um, and we've not had any problems. So, uh, I, it's drafted out of my out of my checking account every month and I need to just stop it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm happy to help with that [PII]. Can I just verify please your date of birth and address we would have on file?
[CUSTOMER][NEUTRAL] Alright, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address on record is [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK, great. Thank you so much.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So we can go ahead and cancel this, [PII]. It looks like the pay due date, your policy is paid up through this month. So this would just then take effect in the following month of March, OK?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] All right, and then.
[CUSTOMER][NEUTRAL] I'll be drafted this month, but next month I shouldn't be drafted, right?
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] What day does it draft on?
[AGENT][NEUTRAL] Uh, let's see. The draft date shows me the [PII], but it could be, you know, a day or two off just depending upon when that falls, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we'll do is go ahead and cancel and then we're gonna send you also a letter to that address that you have on file with us and that will just confirm the cancellation date OK?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] All right, so it's pretty simple as that. Do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that was all I needed to do today.
[AGENT][POSITIVE] OK, well, we appreciate you using APL and I hope you have a blessed rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you. Bye.
[AGENT][POSITIVE] Take care. Bye-bye.