AccountId: 011433970860
ContactId: 28fea280-89d0-40d1-8ab1-502a9720a400
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351720 ms
Total Talk Time (AGENT): 165797 ms
Total Talk Time (CUSTOMER): 172473 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/28fea280-89d0-40d1-8ab1-502a9720a400_20250310T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I had given a, well, now over 30 day notice to cancel my policy, and I just looked at my bank and they took a payment out but they shouldn't have. It's OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh no. OK, Miss [PII], um, what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have two, but one of them is 720535.
[AGENT][NEUTRAL] OK. And then you had a bank draft after you had already called to cancel the policy. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, she told me my last month would be my last one.
[AGENT][NEUTRAL] OK, let me look at your policy, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you
[CUSTOMER][NEGATIVE] Cause I switched to Globe Life and they're taking my money too. I'm like, oh my God, I gotta stop this.
[AGENT][NEUTRAL] Oh, no. It's a double whammy. Yes. OK. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'll need your address, the phone number and email address that we have on the policy for you just to verify.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's, uh, my address is [PII] and my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your phone number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and if we get disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK. All right. All right. Let me look.
[AGENT][POSITIVE] I'm gonna go ahead and transfer you on over to customer service so that they can further assist you from here um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So that they can um go over your information.
[AGENT][NEUTRAL] With you as far as canceling your policy. Thank you, Ms. [PII], I appreciate you calling APL. It's gonna be a brief hold before I transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] You're welcome bye bye. And what was the other policy number that you wanted to cancel? May I get that also?
[CUSTOMER][NEUTRAL] I don't have it right here, mm mm, I just wrote one down.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] That's alright, we can look it up. OK, it's gonna be a quick hold. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] F.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Hi [PII]. How are you, dear?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm doing good. I have an insured on the phone who called over a month ago to cancel her policies.
[CUSTOMER][POSITIVE] Good, good, good.
[AGENT][NEUTRAL] And she had one of them that looks like did not get canceled and it has bank drafted on her um.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Yeah, let me give you the policy number. It's 720535.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. No excuses, just gonna say if I did it, I'm so sorry.
[AGENT][NEUTRAL] And her name?
[AGENT][NEGATIVE] Well, I looked in the notes and I can't see and it must have been on a different policy that the notes were put because I don't see.
[AGENT][POSITIVE] Of course, I was going quickly to try to get her some help.
[CUSTOMER][NEUTRAL] Is this the [PII]?
[AGENT][NEUTRAL] Yes, [PII], and she did verify all of her information.
[CUSTOMER][NEUTRAL] Yeah, it looks like she called and canceled her HI 22 whatever that is.
[AGENT][NEUTRAL] But yeah, that's a long HI number, isn't it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right. Well, she's had cancer for the month of February now.
[AGENT][NEGATIVE] Yeah, and I, apparently this, this policy should have been canceled too, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, give me one second if you don't mind. Let me go get the notes on the other policy.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Future lapse data as this also received from insured or phone call from insured verified all info wants to cancel through adding future lapse state is sending LR 90 my genie. No, this is [PII].
[AGENT][NEUTRAL] Did I write that?
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Um, oh my God, OK. I, I, I, I'm going to put in a, uh, her ticket on this sucker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And tell her that I will have it reviewed to go back to the to one for the other policy to be canceled.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh, OK. I'm sorry.
[AGENT][NEUTRAL] Is it OK for me to let her go through to you now, or no, or?
[CUSTOMER][POSITIVE] Oh yeah, I'm just, I'm just thinking it out loud scratching my head or we're going that hopefully that will satisfy, you know, so we can.
[AGENT][POSITIVE] Yeah. She seems, she seems pretty cool about it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] Wait, what's your name again? I, I, no, not yours. I'm sorry. um.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Do, it, I, I, I was talking about this early. Earlier, I wish they, the names would stay in there.
[CUSTOMER][NEUTRAL] All the way through the policy right, put this on through.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you, dear.
[CUSTOMER][NEUTRAL] Bye