AccountId: 011433970860
ContactId: 49396d1d-35fa-4abb-a841-e4d2dd1e6298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393029 ms
Total Talk Time (AGENT): 94737 ms
Total Talk Time (CUSTOMER): 100178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/49396d1d-35fa-4abb-a841-e4d2dd1e6298_20250106T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need, can you look up my policy and.
[CUSTOMER][NEUTRAL] I need to find out exactly what we're paying for.
[AGENT][NEUTRAL] OK, you did you want
[CUSTOMER][NEGATIVE] I'm actually gonna cancel. I wanna cancel my our policy.
[AGENT][NEUTRAL] No, I'm sorry.
[AGENT][NEUTRAL] OK, OK, so you just want me to look at what kind of policy it is, is that right?
[CUSTOMER][NEUTRAL] Yeah, because I have documentation here where we canceled the intensive care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we'll take a look at what.
[CUSTOMER][NEUTRAL] Uh, I've got my policy number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 0061
[CUSTOMER][NEUTRAL] 862 1
[AGENT][NEUTRAL] OK, and then I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and [PII] if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, I appreciate it thank you. OK, and I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh, mine's [PII].
[AGENT][NEUTRAL] OK, and then, uh, can you give me, sure.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then uh can you verify the mailing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect alrighty thank you so much for verifying that information. OK, let's take a look here.
[AGENT][NEUTRAL] So the other policy you've got, uh, looks like it's a cancer policy I believe. Give me just a moment, let me get it pulled up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] OK, yes, so it is a specified disease and cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're no longer wanting to keep it?
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Yeah, because we're paying $46 and something a month, correct?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's what's coming out of my checking account.
[AGENT][NEUTRAL] Look, yes, that was $46.31. Yes, ma'am.
[CUSTOMER][NEGATIVE] And it's just for cancer.
[AGENT][NEUTRAL] Cancer and specified disease. Yeah.
[CUSTOMER][NEUTRAL] And the date or whatever.
[CUSTOMER][NEGATIVE] We're gonna cancel this.
[AGENT][NEUTRAL] OK, let's see, is [PII] available? He would have to be the one that I speak to to get this canceled.
[CUSTOMER][NEUTRAL] No, he's outside. Last time they just sent us, uh, I've got a copy here where they sent us a form because when we canceled our.
[CUSTOMER][NEUTRAL] What was it? Our intensive care, they sent a form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For him to sign.
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] And send back. Can you email it to us?
[AGENT][NEUTRAL] Yeah, give me just a moment, um, let's see, I actually don't believe I have an email address for you. Give me just a second here.
[AGENT][NEUTRAL] OK, I do not. What is a good email address for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that was [PII] and then your last name correct [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][NEUTRAL] I got that
[CUSTOMER][NEUTRAL] Um, do you know if that $46 a month is, is it family?
[CUSTOMER][NEGATIVE] Just seems awful high.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No I.
[CUSTOMER][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I can't go $50 a month and it only pays up to $10,000.
[CUSTOMER][NEUTRAL] And I use 4 of it.