AccountId: 011433970860
ContactId: 300d620a-44c7-494d-b832-9ed18fd15cb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276769 ms
Total Talk Time (AGENT): 95661 ms
Total Talk Time (CUSTOMER): 112466 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/300d620a-44c7-494d-b832-9ed18fd15cb4_20250114T19:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, [PII], we've had a policy with us, with y'all forever in the day, and we need to cancel it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, can I get your name and your policy number, please?
[CUSTOMER][NEUTRAL] I don't have the policy number. I don't have anything other than you take out $75 a month out of my checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, spell that last word again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I see, OK.
[AGENT][POSITIVE] Thank you. I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry my system's a little slow looking it up here we go.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can I verify your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can I verify your email address and get a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, we don't have an.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I don't show we have an email address on file. Did you wanna put one on file or?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and what's your email address?
[CUSTOMER][NEUTRAL] See, see, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, I've got that added and you were wanting to cancel your cancer and intensive care policies?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do have those canceled for you. I'll get a confirmation sent out in the mail to you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. No, ma'am. When, when you, when you're retired and you get on Medicare, me and all that other stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] We've been in and out of the hospital, me with intensive care, they don't bill you. So it, it beats the purpose of me having $75 and not taken out when I could spend that on.
[CUSTOMER][NEUTRAL] Paying for those things that Medicare charges us.
[AGENT][NEUTRAL] Right, let's see.
[AGENT][NEUTRAL] Hold on just a second. The intensive care is only $4 a month.
[AGENT][NEUTRAL] And you, you can file.
[CUSTOMER][NEUTRAL] Yeah, we see that we don't get charged for nothing.
[CUSTOMER][NEUTRAL] I mean we don't get charged nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just, just wait till you retire in your own Medicare and you've got your supplement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You you don't, you don't have to pay out anything other than what you pay for every month because you have to.
[AGENT][NEUTRAL] Right, OK, alright, well I do have both of those canceled for you it will not draft next week, um.
[CUSTOMER][POSITIVE] OK, I, I appreciate that.
[AGENT][NEUTRAL] Alright, and I'll get a.
[CUSTOMER][POSITIVE] I mean, we have, we hung on to it forever.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, since
[CUSTOMER][NEUTRAL] When did it show he, when did it show he signed it up for it?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, just curious.
[AGENT][NEUTRAL] Yeah, 20 something years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEGATIVE] Well, I do have them canceled.
[CUSTOMER][POSITIVE] OK, well I appreciate you helping me and I'll get it in the mail.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] Are you gonna email me?
[AGENT][NEUTRAL] Uh, it, it'll go in the mail. We order it through the system.
[AGENT][POSITIVE] And it on now. OK. Well, thank you for calling APL and you have a wonderful week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] And you have a good day.
[AGENT][POSITIVE] All right, thank you. Mhm. Bye.
[CUSTOMER][POSITIVE] Thank you, bye-bye.