AccountId: 011433970860
ContactId: 47c64bab-62c0-4b5c-9c17-4bfc23eff591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302730 ms
Total Talk Time (AGENT): 97178 ms
Total Talk Time (CUSTOMER): 98782 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/47c64bab-62c0-4b5c-9c17-4bfc23eff591_20250424T19:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I have had a um policy with American Public Life since [PII] uh.
[CUSTOMER][NEUTRAL] 97 and um I would like to know how I can go about canceling it at this time.
[AGENT][NEUTRAL] OK, um, well, I can definitely um look into the policy and help you with the cancellation. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, uh-huh, my, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] And just a minute, I'm looking for a policy number.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mm oh no that's the agent number, hang on.
[CUSTOMER][NEUTRAL] OK, here it is. OK. C as in cat, A 178366.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII], can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for everything to populate here.
[CUSTOMER][NEUTRAL] Oh yes, that's OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And do you have a middle initial?
[CUSTOMER][NEUTRAL] Yes, [PII], my maiden name.
[AGENT][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your date of birth, just to make sure I'm in the right place.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Here we go. All right, and um all the information provided is a verification of benefits, not a guarantee of payment. And what is the correct mailing address on file for the termination letter?
[CUSTOMER][NEUTRAL] Um, it would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Let me see one.
[AGENT][NEUTRAL] OK, this is the active one.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and I've already processed the um termination. It's going to be effective [PII] and you will receive a termination letter um to the PO box on file, just confirming that it has been completed for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And like.
[CUSTOMER][NEUTRAL] OK, thank you and I have it on an auto uh automatic draw from my bank, so what do I need to do about that?
[AGENT][NEUTRAL] Oh, nothing. So when the policy terminates, we don't take any more payments out, so that the whole policy is going to be closed.
[AGENT][NEUTRAL] And it's paid up until May.
[CUSTOMER][POSITIVE] Take care of itself, OK.
[AGENT][NEUTRAL] Mhm. And it's paid up until [PII], so it won't be billed again.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Welcome Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I don't think so. That's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling and choosing APL and we hope you have a good day.
[CUSTOMER][POSITIVE] Thank you so much and you too. Goodbye.
[AGENT][POSITIVE] You're welcome thank you bye bye.
[CUSTOMER][POSITIVE] Thank you.