AccountId: 011433970860
ContactId: 32ac2a92-3c4b-47fc-ae81-1d3a2a62d1af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709840 ms
Total Talk Time (AGENT): 347991 ms
Total Talk Time (CUSTOMER): 261227 ms
Interruptions: 9
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/32ac2a92-3c4b-47fc-ae81-1d3a2a62d1af_20250512T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. How are you, [PII]?
[AGENT][POSITIVE] This is so good. How are you? so? What's with so, OK. What you got, darling?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have a member that he, he's trying to cancel all the policies he has with us, which he has like 4 of them, and um he, he had this question. I know that they showed us how to cancel policies, but I'm not really sure if I can cancel all of them because it's 4 different ones, um, but I, he has a question about the payments like if he needs to pay anything prorated or not, which I don't think he does, but can you help me just to make sure?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me your policy number. Let's look and see what the Hades we got here, girl.
[CUSTOMER][NEUTRAL] OK. Policy number is 530213.
[AGENT][NEUTRAL] 530213.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is [PII].
[CUSTOMER][NEUTRAL] Well mhm.
[AGENT][NEUTRAL] And so you I and what's this question about payment?
[CUSTOMER][NEUTRAL] OK, uh, he, he needs to know if he owes anything before he cancels the policy. He's trying to cancel it. He got, I guess he got the paper to pay and he's like, do I need to pay anything or which I don't think so, no, right? Yeah, because he, he.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, no, if he doesn't want to.
[AGENT][NEGATIVE] No, this policy, not, uh, he mails his payment in. If he did just not mailed it in, it would have eventually turned on its own.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] So, but I can just go ahead and get them all term formed. I will get them all termed and I can do that. I can term all four of his policies. He's paid the 51, nothing else will be due, and he's good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, OK, so that's all we need to do. Yeah, that's all you wanted to know. OK.
[AGENT][NEUTRAL] By
[AGENT][NEUTRAL] They him through, girl. All you gotta do is change L. Moving on, change L, moving on.
[CUSTOMER][NEUTRAL] OK. Uh, uh, OK. So, uh, do you wanna go ahead and have me transfer him over to you?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, yeah, I'll get him changed. I'll get him turned.
[CUSTOMER][NEUTRAL] OK. Um, OK.
[AGENT][POSITIVE] OK. Thank you, darling.
[CUSTOMER][POSITIVE] Uh, OK, dokey. Well, here he comes and I verified him. You're welcome. Everything is correct in the system, OK? The address and everything. Uh, you're welcome. You too. Have a good evening.
[AGENT][POSITIVE] Thank you. So, you have a great day, dear.
[AGENT][POSITIVE] Thank you. You too. Bye, dear.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I am Miss [PII], uh. She's in the customer service department. She's on the line with us and she's gonna assist you with the information about the payment and to cancel the policy, OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][POSITIVE] Thank, thank you so.
[AGENT][NEUTRAL] Like Mr. uh Mr. this is [PII]. How are you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] I'm doing fine thank you.
[AGENT][NEUTRAL] Good, good, good. So the two questions [PII] had was, do you owe anything else? And the answer to that is no, sir, not unless you're wanting to continue uh throughout the month of May because you are paid to 51 on on all four policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other question is, or, or request was that you want to cancel all four policies. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Well, we're about to do that then because that is something we can do for you. So give me just a moment and I will tell you, since you're on a uh where you um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mail your payment in. It's not automatically bank drafted or anything. If you just did not mail payments in, it would have been, it would have eventually canceled on its own. So, uh.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Right, right, but no, I do pay. I self pay and it was, uh, I paid by check.
[AGENT][POSITIVE] OK, OK. And, but this way it goes ahead and gets done and you don't even have to think about it. The policy for the insurance's request, OK. So we've got that one. It'll take just a moment to get each one done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's go to the next one. I just wanna make sure they're all canceled before we end our phone conversation. I'm gonna be able to verify with you that they all have been canceled.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It will take just a moment, but it's a fairly
[AGENT][POSITIVE] You know, it, it's doesn't take but a few minutes, so let's get her done and.
[CUSTOMER][NEUTRAL] Right, right, right, well, I retired, I retired two years ago and I probably should have done this in, but I retired 2 years ago.
[AGENT][NEUTRAL] Is it at 3, OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Since then, I'm now on Medicare, original Medicare Plus, um, I have a gap policy through AARP, UnitedHealthcare. Um, and I just don't feel I need these other uh policies with uh with having that in place.
[CUSTOMER][NEUTRAL] And um the only other one that, the only other policy you I had with you is a cancer lump sum of 5000 and that's, that's not an issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, now, that's one of the 4 that you have. Are you not wanting to cancel that one?
[AGENT][NEUTRAL] Or you do want to cancel it.
[CUSTOMER][NEGATIVE] No, I want to cancel that. No, yeah, I wanna cancel all 4.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so we are down to number 3 being canceled right now as we speak and we're just, it does oops, what did I put in here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's it there more champag be dropped OK, that's fine.
[AGENT][NEGATIVE] This one does not want to let me move on.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, let's go to a different policy that was not going to let me cancel at the moment. Maybe it's stacked it up 520213.
[AGENT][NEUTRAL] Let's try that one.
[CUSTOMER][NEUTRAL] Yeah, all, all four of these policies begin with a 53 number.
[AGENT][NEUTRAL] 5 uh 53, OK.
[CUSTOMER][NEUTRAL] Yes, they all begin with 53. There are 530209 530210530213 and 530212.
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] Yeah, we, I'm sorry, I'm probably just, I'm, I'm, I'm trying to think and type at the same time. Maybe something I shouldn't do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see. Oh, my goodness, canceled.
[AGENT][NEUTRAL] And let's see we've got left here.
[AGENT][NEGATIVE] And we're gonna get this intensive care canceled for you next.
[AGENT][NEUTRAL] This is the one that's kind of acting silly. Let's see.
[AGENT][NEUTRAL] 321.
[AGENT][NEUTRAL] 050120 25.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] We now have your policies canceled.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, why don't you, why don't you read me all those policy numbers?
[AGENT][NEUTRAL] Everything's
[AGENT][NEUTRAL] I certainly will. Let me go back to that screen.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] Well one more thing.
[AGENT][NEGATIVE] OK. So, 530209, that's your heart attack, um, that was, that was, um, heart attack and stroke, that one's been canceled. 530,210. That's another cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 53212. That's the intensive care.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 530212, the cancer lump sum, and that, that is canceled as well.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Wait a minute. No, no, no, no, that's not the right number.
[AGENT][NEUTRAL] 530213
[CUSTOMER][NEGATIVE] Um, cancer lungs.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 530213.
[CUSTOMER][NEUTRAL] That's the number I've got.
[AGENT][NEUTRAL] OK, 5, I may have, I may have read it backwards. Yes, 530213.
[CUSTOMER][NEUTRAL] On cancer and lump sum.
[CUSTOMER][NEUTRAL] Yes, cancer lump sum.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. It is canceled.
[CUSTOMER][NEUTRAL] Alright, yeah, that's what I got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I got 53029, which is heart attack stroke 530,210 cancer policy 530212 intensive care uh coronary and 530213 cancer lump sum.
[AGENT][NEUTRAL] Correct. Yes, sir. And they're all canceled.
[CUSTOMER][NEUTRAL] All right, yeah.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][POSITIVE] OK, wonderful. Is there anything else, sir, we can help you with today?
[CUSTOMER][NEGATIVE] No, I just want to make sure if I owed you anything, but now you told me I was paid through 51. I understand and uh I just wanna make sure they're all canceled and I don't think I need them any further.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, wonderful. Well, Mr. [PII], we do thank you for calling APL and so you have a fantastic day.
[CUSTOMER][NEUTRAL] All right dear thank you. Will you be sending me any anything in the mail?
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Um, I can ask, OK, yes, I will ask for a, uh, a letter of cancellation to be sent to you.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Yeah, for all 4 of those, yeah, yeah.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, we will do that. You're welcome, sir. Anything else?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[CUSTOMER][NEUTRAL] Bye.