AccountId: 011433970860
ContactId: 32526654-798f-4340-8c38-59a548f62fea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157830 ms
Total Talk Time (AGENT): 79097 ms
Total Talk Time (CUSTOMER): 62066 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/32526654-798f-4340-8c38-59a548f62fea_20250509T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, I wanted to cancel um policy that I have. It's a cancer policy.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and see how we can get that canceled for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the policy number.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] 416
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, 416025.
[AGENT][POSITIVE] OK, thank you for that and um and [PII], can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, you can call back on this number that is showing.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and then just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] MS and the zip is [PII].
[AGENT][POSITIVE] Perfect. Alrighty, thank you so much for verifying all of that. um, and you want this uh policy effective as of today, is that correct?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because I'm showing here that you currently have it paid until uh [PII], so that's going to be the quickest I would be able to cancel this. There wouldn't be anything uh that you could return for that premium. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] That is fine. I appreciate it. I, I'm just failing to make my claims and I said I need to cancel this, so.
[AGENT][POSITIVE] All right, absolutely.
[AGENT][NEUTRAL] Oh, you're OK. Well, I will say there is no timely filing limit, uh, like no time frame you have to get claim information to us, but I understand if you'd prefer just going ahead and canceling it. Alright, well I will get that taken care of for you and you should be receiving a letter in the mail from us, uh, here pretty soon with that confirmation. Was there anything else I can help you with, Ari?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Um, that's everything today. I do appreciate you. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] And thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.