AccountId: 011433970860
ContactId: 4083b924-f022-4887-8bdf-614038e5b21b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202039 ms
Total Talk Time (AGENT): 81427 ms
Total Talk Time (CUSTOMER): 89506 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4083b924-f022-4887-8bdf-614038e5b21b_20250604T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, OK. This is [PII].
[CUSTOMER][NEUTRAL] And I have a policy with you all and I want to cancel it.
[AGENT][NEUTRAL] OK, sure, I can assist you with cancellations and may I have a callback number just in case.
[CUSTOMER][NEUTRAL] You want the
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Would the policy number help you?
[AGENT][NEUTRAL] Yes, please. Mhm.
[CUSTOMER][NEUTRAL] It's A as in apple, 1, I mean, let me start over, please. A in apple, 0159549.
[AGENT][NEUTRAL] It's OK, go ahead.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and Miss, for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm thank you. OK. And you said you want to cancel the policy, correct?
[CUSTOMER][NEGATIVE] Yeah, I don't get anything back, do I?
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Um, no, this one doesn't have a cash value.
[CUSTOMER][NEGATIVE] I've had this problems.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I've had this policy for 26 years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Put a lot of money into it.
[AGENT][NEGATIVE] Mm. And so you, you, you just wanna cancel it and not have it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Not what?
[AGENT][NEGATIVE] You don't wanna have it no you said you don't wanna have it no longer and you just wanna cancel it.
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] I, I, you'll have to say that again, sweetie. I didn't understand you.
[AGENT][NEUTRAL] It's OK. It's OK, Ms. [PII]. So you're calling today because you, you don't want to keep the policy. You wanna cancel this policy.
[CUSTOMER][NEGATIVE] Yeah, I don't wanna keep it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'd like to get some of my money back, but you know how that is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, yeah, it's just.
[CUSTOMER][POSITIVE] It would be very helpful.
[AGENT][NEGATIVE] Mhm. It's, it's gonna cancel and it's not gonna draft for the next payment, but um no, there's not a refund that it's gonna go out.
[AGENT][NEGATIVE] It's just gonna be canceled and not draft for the next payment.
[CUSTOMER][NEUTRAL] OK, so it's canceled today, right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, you're gonna be receiving a letter.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] All right. You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye.
[AGENT][NEUTRAL] Bye.