AccountId: 011433970860
ContactId: 5623dc7a-99b6-4921-a0da-b7992dcc6f70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218320 ms
Total Talk Time (AGENT): 105769 ms
Total Talk Time (CUSTOMER): 94890 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5623dc7a-99b6-4921-a0da-b7992dcc6f70_20250311T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is uh [PII]. I'm, I'm calling to uh get some information on how to go about canceling a cancer policy that my stepmother has with you guys.
[AGENT][NEUTRAL] Sure, OK, I can take a look at how we can get that canceled um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sure can, uh, area code 225-337.
[CUSTOMER][NEUTRAL] 1881.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do, um, looks like it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00418166
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And you said this was your stepmother, um, what was her name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII] do [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. Is she present that I could speak with her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, just a second. What do you just need to ask for something or what? OK, hang on.
[AGENT][NEUTRAL] OK, I need to verify her information and then just make sure it's OK to speak with you.
[CUSTOMER][NEUTRAL] OK, hang on a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, can you verify?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] I'm good, thank you.
[AGENT][POSITIVE] Glad to hear it. I'm just gonna verify some of your information really quick if that's all right. um can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and we do have your permission to speak with [PII] on your behalf?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and then um we are looking to cancel the policy, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alrighty I sure appreciate that you can hand him back over thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] All right, I appreciate all of that. Um, OK, so I can go ahead and get this canceled. Let me make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is the only policy she has with us, yes, OK, so I will go ahead and get this canceled, um, and then you will, about the letter, um, excuse me, my goodness, she will be receiving a letter in the mail from us as well, uh, just stating, of course that it has been canceled, um, so do we want it canceled immediately but as of today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, reasonably within the today, you know, I, I know there's a bank draft that that comes out, I think this month if I'm not mistaken.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure and any of that of course if we were to make it today um you know that's what I was wanting to make sure that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yeah, that would be fine that would be fine.
[AGENT][POSITIVE] OK. All right. I will get that taken care of. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, do I need to do anything, uh, to cancel the bank draft, or is that something that y'all have set up?
[AGENT][NEUTRAL] Sure, so as soon as I get this, I'm going to go ahead and lapse the policy. Once that happens, um, nothing further will be taken out.
[CUSTOMER][NEUTRAL] OK, very good. I, I just wanna make sure I don't need to make a contact with the bank or that's something that you handle that. OK.
[AGENT][NEUTRAL] Yes, I
[AGENT][POSITIVE] Of course, no, no, yeah, that's perfectly fine.
[CUSTOMER][POSITIVE] OK, well, that's super. Thank you for your help.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, take care bye bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.