AccountId: 011433970860
ContactId: 2f118150-8775-4ec1-86eb-c0d2b8ebadfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238169 ms
Total Talk Time (AGENT): 122677 ms
Total Talk Time (CUSTOMER): 101360 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/2f118150-8775-4ec1-86eb-c0d2b8ebadfc_20250318T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm good so how are you?
[CUSTOMER][POSITIVE] I'm good, I'm good, I'm good.
[CUSTOMER][NEUTRAL] I'm ready to get out, OK.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEGATIVE] Um, I have a member on the line that he just called and spoke to [PII] and he canceled his policy and now he's calling back because he decided he don't wanna cancel now.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 632-023.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like he wants to cancel, but not now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 632 023.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like he canceled his cancer policy, but his lump sum policy is still active. OK, uh, you can go ahead and send him over and I'll talk to him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK dokey. Here he comes. Let's have a good day.
[AGENT][NEUTRAL] OK, you too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line. She's in the customer service department in the same department as [PII], OK? And she's gonna assist you from here. Thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Mr. [PII], my name is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hey, I think I spoke to you the other day.
[AGENT][NEUTRAL] Yes, sir. I did recognize that name.
[CUSTOMER][NEUTRAL] Uh, you sent me some policy to that.
[CUSTOMER][NEUTRAL] Yeah, I called to cancel we found, uh, a little bit better policy on one end of it, and I wasn't thinking my guy told me today when I got it, he said it will take effect [PII]. uh anyway, I was trying to get my daughter added to the other one, so got a little carried away and canceled the other one I think before I needed to.
[AGENT][NEUTRAL] OK, alright, so I have reactivated this one, so you still have the cancer policy and the lump sum policy.
[CUSTOMER][NEUTRAL] Yes ma'am, and I'm, I'm emailing over uh the form to get [PII] added to the lump sum policy we're gonna keep that one and uh so I know she won't go to November, but I'd like to go and get that done before I forget about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um [PII] had already completed the termination and issued a letter um with the.
[AGENT][NEUTRAL] Termination information so you're gonna get that in the mail but just disregard it um I'm gonna make a note in here that you called back and you wanted to keep the policy for now um so just disregard.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Do I need to call back?
[CUSTOMER][NEUTRAL] At the end of May or or the end of April or will that be something that you've notated to just cancel [PII]?
[AGENT][NEUTRAL] Um, I can put in a future lab date to cancel, um, so you just want it for the month of April, so it's gonna cancel on [PII], correct? That's what you're wanting?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, yes sir, I'll go ahead and add in a future out date um effective [PII], so you, you'll still be covered for the month of April and so you'll have one more premium that you should pay for this policy for the month of April.
[CUSTOMER][POSITIVE] OK all right well thank you very much. I'm sorry for the trouble.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, no problem at all, Mr. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well thank you so much for choosing APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.