AccountId: 011433970860
ContactId: 5a9008ea-ec99-4934-8058-d964c65cac3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204649 ms
Total Talk Time (AGENT): 78721 ms
Total Talk Time (CUSTOMER): 86873 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/5a9008ea-ec99-4934-8058-d964c65cac3b_20250103T23:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to uh cancel a policy.
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] He doesn't
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number is 735462.
[AGENT][NEUTRAL] Alright, let me just pull this up here.
[AGENT][NEUTRAL] And if I could verify please your date of birth and address?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and I don't know if you have my current address. My address is 1.
[CUSTOMER][NEUTRAL] let's see.
[AGENT][NEUTRAL] We have a PO box, it looks like.
[CUSTOMER][NEUTRAL] It's 4.
[CUSTOMER][NEUTRAL] My PO box is [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Uh, looks like the policy, um, is paid through the end of the month, [PII]. So we'll go ahead and cancel today, and, uh, the coverage will then end. um, as of [PII], you would no longer have coverage, but you'll have coverage through the end of January cause it's already been paid for, it looks like.
[CUSTOMER][NEGATIVE] You can't return my money.
[AGENT][NEUTRAL] I can put an effective date as of today and send this to customer service to process a premium refund if that's what you would like me to do.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'd like a refund.
[AGENT][NEUTRAL] OK, so this has been canceled effective immediately and a letter will be sent out to you, uh, [PII] just to confirm the cancellation on the policy as well.
[CUSTOMER][NEUTRAL] OK, and could you tell me when I first took out this policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I really wonder because it's like I, you know, I'm having to read the food or whatever.
[CUSTOMER][NEUTRAL] I see that $10 copay.
[AGENT][NEUTRAL] I was taken out in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what is your name?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII]
[CUSTOMER][NEUTRAL] I had a brother-in-law named that.
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, ma'am, but thank you and have a [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.