AccountId: 011433970860
ContactId: 200b59b4-b3fc-47b6-8ffa-c3dc8ea41a5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247350 ms
Total Talk Time (AGENT): 92294 ms
Total Talk Time (CUSTOMER): 132231 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/200b59b4-b3fc-47b6-8ffa-c3dc8ea41a5c_20250328T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sweetheart, this is [PII] or [PII]. I think y'all have me. I need to cancel my policy.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with that.
[CUSTOMER][NEUTRAL] Um, we've had it for.
[CUSTOMER][POSITIVE] Lord, years and years, hang on just a minute and I'll give you my policy number as soon as I can get to it.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, that would help just a little bit, wouldn't it?
[CUSTOMER][NEGATIVE] Uh, getting to it's gonna be a problem. I know.
[CUSTOMER][POSITIVE] Don't give up on me. I'm getting there.
[AGENT][NEUTRAL] I will, you're fine.
[CUSTOMER][NEUTRAL] I had it.
[CUSTOMER][NEGATIVE] And uh I had it in my hand and then I messed around and lost it.
[CUSTOMER][NEUTRAL] Well, shoot a monkey.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I hate when I do that.
[AGENT][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] I've got it on my phone, yeah.
[CUSTOMER][NEUTRAL] kind of what I'm supposed to be.
[CUSTOMER][NEUTRAL] And you bring in April.
[CUSTOMER][POSITIVE] Nice and
[CUSTOMER][NEGATIVE] I mean, so sorry, sweetheart. This irritates me when I do this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I bet I'm not the only one. I bet I'm not the only one. What you be.
[AGENT][POSITIVE] You, that's right, exactly right.
[CUSTOMER][NEUTRAL] Alright, here we go, policy number 67.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1843.
[AGENT][NEUTRAL] OK, that is an older policy, um, now, um, do you mind if I get a callback number from you though just in case we get disconnected?
[CUSTOMER][NEUTRAL] No, ma'am. No, ma'am. Not at all. It's [PII].
[CUSTOMER][NEGATIVE] [PII]. And if I don't answer because if I don't recognize the number, sometimes I won't answer just leave me a voicemail and I'll call you right back. I get so many spam calls too.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, I understand. OK. Yes, ma'am. And do you go about Miss [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm called [PII], anything that comes up.
[AGENT][NEUTRAL] OK, but can I get you to verify your birthday and address, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. My birthday is [PII]. Address is [PII].
[AGENT][NEUTRAL] OK, thank you. um let see and this is a cancer policy but you do want to cancel it.
[CUSTOMER][NEUTRAL] Yes, my sweetheart, I'm [PII] old. I'm on Medicare and if I have cancer, I mean, you know, my husband has used your policy several times, but I have never used it except for mammograms. So it, it's just an expense that I need to eliminate.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Y'all are a wonderful company. Don't get me wrong. Y'all are fantastic, but it's just.
[AGENT][POSITIVE] I am glad to hear that. Thank you.
[AGENT][NEUTRAL] And now it is paid.
[CUSTOMER][POSITIVE] I would recommend that.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It is paid 41, so that will be the termination date if anything comes up between now and then, you know, I know that's only a couple of days, um, but it would be covered, um, but I do have it canceled and you will receive a letter in the mail just confirming that it was canceled, so you will not see another bank draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Precious, I appreciate it so much. Thank you.
[AGENT][POSITIVE] You are welcome, Miss [PII]. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, ma'am, not right now, but have a very blessed day. You can do that for me.
[AGENT][POSITIVE] I will sure try and you too, you too, for sure. Thank you. And thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right sweetheart, thank you, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.