AccountId: 011433970860
ContactId: 1ff31d15-312b-492d-8ae2-0daaa2255d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225690 ms
Total Talk Time (AGENT): 101013 ms
Total Talk Time (CUSTOMER): 82143 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1ff31d15-312b-492d-8ae2-0daaa2255d5d_20250528T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to uh check on my uh
[CUSTOMER][NEUTRAL] Insurance
[AGENT][NEUTRAL] Um, are we needing to just make sure that it's active?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, I can check that for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Well, is that the same as the account number?
[AGENT][NEUTRAL] Um, we can give that a shot.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] The account number is 704999.
[AGENT][NEUTRAL] OK, let's take a look.
[AGENT][NEUTRAL] Alrighty, yes ma'am, that was it. OK, I'm just gonna verify some information really quick uh [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you so much for verifying all of that. OK, so yes, this is your cancer policy and it is currently active. Uh, it's been um active since [PII].
[CUSTOMER][NEUTRAL] When it went [PII].
[AGENT][NEUTRAL] Yes, of [PII]. That was the effective date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. And you said that's to cancel.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Well, uh, do you have a, a beneficiary on it?
[AGENT][NEUTRAL] I do not have uh any beneficiary information no ma'am um if you'd like I can send you a form that you can complete with that information if you'd like to add one.
[CUSTOMER][NEUTRAL] Oh, OK. I will.
[CUSTOMER][NEUTRAL] Yes, ma'am, I sure would. Will you send it to me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, yes, ma'am. Um, would you like me to, I can email it to you if that's easier.
[CUSTOMER][NEUTRAL] No, I, I, I, I don't have an email.
[AGENT][NEUTRAL] That's OK. OK, so would you prefer me to just send it in the mail to you?
[CUSTOMER][NEUTRAL] Yes ma'am. And then I just send it back to y'all.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That is perfectly fine, yes ma'am.
[CUSTOMER][NEUTRAL] What do this uh insurance have uh what you call it cylinder?
[AGENT][NEUTRAL] Um, what do you mean? I'm sorry.
[CUSTOMER][NEUTRAL] You know, like you can get cash back to render your uh insurance.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, so this policy doesn't have that as this is just a cancer policy.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, so send me the uh.
[CUSTOMER][NEUTRAL] Paper for my beneficiary.
[AGENT][NEUTRAL] Absolutely. OK, um, and then I will send it to, let's just verify again [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty, I will get that sent to you [PII]. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right well thanks for giving us a call. Yes ma'am, I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.