AccountId: 011433970860
ContactId: 1c5ac24d-934f-4353-8e85-d1a0f3d3f05b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 582979 ms
Total Talk Time (AGENT): 96383 ms
Total Talk Time (CUSTOMER): 110759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1c5ac24d-934f-4353-8e85-d1a0f3d3f05b_20250604T15:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I have a cancer policy with you, and, um, I am, I, I was wondering, I've never used it. I, I was wondering if there was a, a cash option that I could get a refund.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or cash out or, or whatever.
[AGENT][NEUTRAL] OK, I can check your policy. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And so, do you have the policy number with you?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] It's with a school group.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Can you spell out your last name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have your date of birth and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now I'm about to change email. Do you want my, the one that I'm going to be changing to, or do you want my current one?
[AGENT][NEUTRAL] Um, if you can verify the current one and then we can go ahead and change it to the new one.
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the new one?
[CUSTOMER][NEUTRAL] What is the what?
[AGENT][NEUTRAL] The new email so I can update the system.
[CUSTOMER][NEUTRAL] Oh, the new 10, the new one. OK, it is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So that was um the first letter you said it's a [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, so it's your [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. All right. I went ahead and updated that information. OK, let me go ahead and see. I'm gonna pull the documents of the policy and go over it and see if it has a cash value. OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][MIXED] Thank you for holding and being patient for me Miss. OK, so now this policy doesn't have a cash value.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, um, I'm retiring and I wanted to just check to make sure.
[AGENT][NEUTRAL] I understand. Sure. Yes, um, so this one doesn't have any cash values. Um, do you need me to send you the policy certificate information or do you have it?
[AGENT][NEUTRAL] So, you know, what is covered and yeah, OK. Is there anything else I may help you with? Any other questions or concern?
[CUSTOMER][NEGATIVE] No, no thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, no thank you.
[AGENT][POSITIVE] Yeah, OK. All right. Well, thank you for calling APL. You have a good day. So.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm