AccountId: 011433970860
ContactId: 2604f482-ef94-4409-b3a1-f3d431ad3596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369260 ms
Total Talk Time (AGENT): 132654 ms
Total Talk Time (CUSTOMER): 178790 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2604f482-ef94-4409-b3a1-f3d431ad3596_20250304T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling on behalf of my grandma, checking on, see how we can cancel the cancer policy.
[AGENT][NEUTRAL] OK, when do you need to cancel that?
[CUSTOMER][NEUTRAL] Yes, ma'am, and her name is [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Last name is [PII]. Yeah, go ahead. I'm sorry.
[AGENT][NEUTRAL] Go ahead I'm sorry, no, it's OK um I was just gonna go ahead and get your name if that's all right.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm her granddaughter. Yes, ma'am.
[AGENT][NEUTRAL] Got you, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you do you have that policy number?
[CUSTOMER][NEUTRAL] Let me see, let me see, let me see. Um, give me a second. It will take me just a second to get it. I just found a piece of paper and I'm like, oh, look at there.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] I've, I was looking for it and I'm like, OK, well, eventually I'm gonna find it and sure enough, I found it. Well, there's an envelope that has not even been opened. Let me open it. Sorry. You know, I wasn't prepared and there's like, oh, it's like, I'm looking, I'm looking.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] If it's easier, um, I can search uh using her social if that's easier.
[CUSTOMER][NEGATIVE] So give me one more second. I'm fucking open it.
[CUSTOMER][POSITIVE] Um, I'm just gonna have this open in just one second. I'm sorry. That way I don't have to go dig out her special card.
[AGENT][NEUTRAL] Sure. No, you're fine.
[CUSTOMER][POSITIVE] Let me see. Well, if you open up, I'll be doing great.
[CUSTOMER][NEUTRAL] Alright, let's see here. It's going to be on the layered. All right, let's see. Give me one second.
[CUSTOMER][NEUTRAL] Alright. OK, her policy number, is that what you asked for?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 734 excuse me, 076.
[AGENT][NEUTRAL] OK, that was uh 734-076?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, there it is. OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This thing is so old. I'm like looking at it like, oh my goodness.
[AGENT][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] We've got some as old as, um, gosh, I think the oldest one I've seen was from [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Yeah, and they're still going OK.
[CUSTOMER][NEUTRAL] Man, I was only 2 back then.
[AGENT][NEUTRAL] Um, so is [PII] available that I could speak with her, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, but she's already here, so let me take my earbuds out and I'll let you talk to her. Give me just one second.
[AGENT][POSITIVE] OK appreciate it.
[CUSTOMER][NEUTRAL] Alright, hold on.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Please just give me just one second.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So this is the lady at cancer, the cancer's policy. OK.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I guess I'm good. How are you?
[AGENT][NEUTRAL] Doing well thank you. I'm just gonna verify some of your information really quick [PII]. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 32. Hang on, the old address which we hadn't updated it is uh [PII].
[AGENT][NEUTRAL] Yeah, I've got.
[AGENT][NEUTRAL] Yes, I've got one in [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah, we moved, she's moved since then, so.
[AGENT][NEUTRAL] OK, sure, alright, and then, uh, [PII] we were wanting to cancel this policy, is that correct?
[CUSTOMER][NEUTRAL] You want to cancel it? Yes, ma'am.
[AGENT][NEUTRAL] OK and then do we have your permission to speak with [PII] on your behalf?
[CUSTOMER][POSITIVE] Have a permission for what to talk to me on your behal, yes, you do. She has them.
[AGENT][NEUTRAL] To speak with [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Got it. I appreciate it, [PII]. Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you. Sorry about that. Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Appreciate that. Sorry to have to bother her. Gotta make sure it's OK though.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] OK, let's see. So let's go ahead and.
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh.
[CUSTOMER][POSITIVE] Yeah, it's always good to get her permission first, yeah.
[AGENT][NEUTRAL] Right, um, what was that, um, updated address, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh. It's [PII] Mac, M [PII] K R.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK um I will get that updated just in case there were anything, you know, last minute that we needed to send out all right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, bear with me just a moment, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and we were just wanting to terminate it immediately, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I got that policy terminated and I will be sending a letter out um that will just go over that information. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] All right. You are very welcome. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.