AccountId: 011433970860
ContactId: 2066e08a-93ba-4fb4-895c-29d21f756e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426890 ms
Total Talk Time (AGENT): 111724 ms
Total Talk Time (CUSTOMER): 165120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2066e08a-93ba-4fb4-895c-29d21f756e0d_20250507T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I have a, um, accident insurance policy with you guys since [PII].
[CUSTOMER][NEUTRAL] Um, I, I think I used it once.
[CUSTOMER][NEUTRAL] Um, I got other other kind of insurance.
[CUSTOMER][NEGATIVE] Um, when you pay for so many years and you don't use it, you don't get any money back, do you?
[AGENT][NEGATIVE] Um, no, unfortunately not.
[CUSTOMER][NEUTRAL] OK, I, I, the, the bank account that I had where they deducted my monthly fee changed, so can you see what, what, what account is the one that you have, please?
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] 471037
[AGENT][NEUTRAL] And Mr. [PII], do you have, uh, what's your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify your address for me?
[CUSTOMER][NEGATIVE] It, it changed, so let's update it. Whatever you have it's not gonna be the right one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I, I have several addresses in the last 15 years, so I don't know which one is the one. If you tell me the town, I could give you the address.
[AGENT][NEUTRAL] Uh, I've got [PII].
[CUSTOMER][NEUTRAL] OK, I got several in [PII], uh.
[CUSTOMER][NEUTRAL] Oh my goodness, I don't, I, I, I don't recall the all the addresses and.
[CUSTOMER][NEUTRAL] [PII], would that be one?
[AGENT][NEUTRAL] Yes, that's what I have. Um, and then what's your phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that's what that one hasn't changed. [PII].
[AGENT][NEUTRAL] OK, and can you verify the last four of your social security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I guess we need to update that address.
[AGENT][NEUTRAL] OK, let me do that real quick, get that updated.
[AGENT][NEUTRAL] OK, what is your new address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's gonna be in [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get that.
[AGENT][POSITIVE] OK, I'm so sorry about that. Can you give that to me one more time? I don't know why it didn't say it. OK, what was that again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's gonna be in [PII]
[AGENT][NEUTRAL] OK, and so.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] OK, and then you're wanting to check on what bank account we have set up, is that right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, do you have the last four of your account number?
[AGENT][NEUTRAL] You think it could be under?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So being that this is an accident insurance.
[CUSTOMER][NEUTRAL] What does it cover?
[AGENT][NEUTRAL] Um, let me pull up your policy.
[CUSTOMER][NEUTRAL] I haven't, I think I used it once, many, many, many years ago.
[AGENT][NEUTRAL] OK, get your policy pulled up and anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, it looks like.
[AGENT][NEUTRAL] There's a um there's an accidental death benefit of 20,000, there's an ambulance benefit for 5000.
[AGENT][NEUTRAL] If you're confined to the hospital, it pays $300 per day.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Per accident, it would pay up to 2000.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] That 2000 could be for what? Medical expenses?
[AGENT][NEUTRAL] Yes, correct. And it has to be, you know, specifically an accident.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'll tell you what, um,
[CUSTOMER][NEGATIVE] I, I, I just don't think it makes sense to keep the, the policy because I, I, I don't think I, I'm ever gonna use it. I got, I got insurance now from work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And whatever, whatever, whatever I have or or um
[CUSTOMER][NEUTRAL] It goes towards that.
[AGENT][NEUTRAL] OK, are you wanting to cancel?
[CUSTOMER][NEUTRAL] So I, I don't see the point of.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm, I'm just trying to make a decision here. Just give me one second. I'm trying to, I'm thinking out loud if I should.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEGATIVE] Keep it or cancel it because it's, it's, it's just an expense, you know.
[AGENT][NEUTRAL] Right, yeah, I understand.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, let's just go ahead and cancel it please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'll get this policy canceled today and then we will mail out a letter to your home address that you gave me, um, stating that the policy was canceled.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then is there anything else I can help?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That should do it. Thank you very much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] My