AccountId: 011433970860
ContactId: 2d5b43b2-e331-4fef-9832-27ef16a8203e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208339 ms
Total Talk Time (AGENT): 95044 ms
Total Talk Time (CUSTOMER): 93307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2d5b43b2-e331-4fef-9832-27ef16a8203e_20250408T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, my name is [PII]. I have my mom here. She's in a, in the hospital and she actually has a cancer, uh, policy with you guys, and we're wanting to cancel that, but I'm sure you're gonna need to talk to her to verify.
[AGENT][NEUTRAL] OK, [PII], do you, do you have the policy number?
[CUSTOMER][NEUTRAL] I don't have
[CUSTOMER][NEUTRAL] I don't have that with me. It's, it's at home, but, uh, with her name and Social Security link it you can do it that way.
[AGENT][POSITIVE] Yeah we can do it that way, so whichever you prefer to give me.
[CUSTOMER][NEUTRAL] OK, her name is uh [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one
[CUSTOMER][POSITIVE] I know you are and then that's all good.
[CUSTOMER][NEUTRAL] What's the cost to do.
[CUSTOMER][NEUTRAL] If you want to get down the freezer.
[CUSTOMER][NEUTRAL] It was like a 42 I think this morning.
[CUSTOMER][NEUTRAL] Do you have any flow? Well, we hadn't matter of fact I looked down.
[AGENT][NEUTRAL] OK. And then on the policy, [PII], if you could just verify with me her date of birth and then the address we would have on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII]. Uh, those bugs will come every year, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So we can definitely go ahead and cancel this. Um, I just need verification from her that she wants to cancel it and then if you want, um, I can proceed with all the other information and just provide that to you if that's all right.
[CUSTOMER][NEUTRAL] OK, she, you're on speaker phone here she is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He, he has my verification.
[AGENT][POSITIVE] Thank you, Ms. [PII], just wanted to make certain.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. So we will put in to cancel this as of today.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I think it was due the [PII]. Talked to the lady. She said that was as long as we did it before the [PII], it shouldn't be in draft after that. And I think she's drafting the bank account. Will that do I need to notify the bank or do y'all do that on your end?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, I'll put in to cancel it as of today, um, and so it should not draft because the draft date does show the [PII]. I do show that, um, so yeah, you shouldn't see anything come through on that. If you want to notify him, you can, but the cancellation takes effect immediately, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we will also uh send a letter out and this will just confirm the date of cancellation and all that so you can keep that also for her records if you would like also, OK?
[CUSTOMER][POSITIVE] I appreciate
[AGENT][POSITIVE] Yeah, not a problem. Is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No ma'am you got all you need thank you.
[AGENT][POSITIVE] Oh thank you, be blessed. Have a nice day.
[CUSTOMER][POSITIVE] Thank thank you bye bye.
[AGENT][NEUTRAL] Uh bye bye.