AccountId: 011433970860
ContactId: 5bdc7ded-d0f5-4ed7-b097-f4a8ede3c9cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435859 ms
Total Talk Time (AGENT): 173706 ms
Total Talk Time (CUSTOMER): 149642 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5bdc7ded-d0f5-4ed7-b097-f4a8ede3c9cc_20250509T16:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm on your web page and I'm looking at claims forms. What I'm trying to do is cancel a policy. What form do I use?
[AGENT][NEUTRAL] OK, [PII], you're wanting to find that this is your policy that you're wanting to cancel, is that correct?
[CUSTOMER][NEUTRAL] No, no, it's my sister's. She has aphasia, she's [PII] old. We don't need the policy, so I'm trying to cancel it, and I'm trying to get the correct form off your web page and I don't know which form it is.
[AGENT][POSITIVE] OK, [PII], so I can try and help. I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] No, no, go ahead, tell I just need to know what form you want me to use.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So first of all, I'm gonna have to get some additional information for you, from you and pull up your sister's policy and then we can, once I verify several things, we can go from there on what will need to be done to request it to be canceled. You're welcome. So what is your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], what is it?
[CUSTOMER][NEUTRAL] Her first name is
[CUSTOMER][NEUTRAL] And her first name is [PII].
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and her last name is the same as yours?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and do you have her policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, and what is that please?
[CUSTOMER][NEUTRAL] It's 9 A.
[CUSTOMER][NEUTRAL] 0083618
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get that information pulled up.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so if you could first please verify your sister's date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And her home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so just a moment, please.
[AGENT][NEUTRAL] I'm trying to pull up some additional information, Mr. [PII]. Give me just a moment.
[CUSTOMER][POSITIVE] Go right ahead, thank you for your help.
[AGENT][POSITIVE] Uh-huh, you're, oh, you're welcome.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for the at the I'm just wanting to verify if there's information on one particular form for you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I tell you which form it is, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, I couldn't find I'm looking to all your claim form, all your forms, and I get something called a policies policy owner's request to for policy change.
[AGENT][NEUTRAL] That for policy change. Yes, sir, that's the one that I'm looking at.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Because it would be under.
[CUSTOMER][NEUTRAL] But it doesn't have policy.
[AGENT][POSITIVE] I'm so sorry. What
[CUSTOMER][NEUTRAL] Didn't have any numbers on it.
[AGENT][NEUTRAL] No, because that's gonna, your generic, no, that's a generic form for multiple different uses. See how each one is under different sections.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So other would be section 9, but I just, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That would be the one to complete and she would need to sign that with it you would write in what the request is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she would just need to
[AGENT][NEUTRAL] Obviously, that has to be signed.
[CUSTOMER][NEUTRAL] Well, I understand all that. Let me ask you a question. I have a place for a policy number. How do you know which policy it is?
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] Well, you can just, well, actually, up at the top, you can just write her policy number. She can write that on there.
[CUSTOMER][NEUTRAL] You just gonna go by name?
[AGENT][NEUTRAL] The one you gave me.
[CUSTOMER][POSITIVE] Yeah, I will do that
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, I'll fill out section 9.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Fill out section 9 that we want cancel policy, uh, uh, as soon as you know ASAP, um, and I have her sign it I'll put contact information for myself. Uh, she can't talk, uh, so, uh, no you you can't talk to me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Right. Do you have power?
[CUSTOMER][NEUTRAL] Uh, I have a uh power.
[AGENT][NEUTRAL] You do have power of attorney, Mr. [PII]? OK, so send us a copy of that as well, and we can speak to you then if you have the power of attorney. So just include that, um, that, that information can be emailed into our care team email address which I'll be happy to give to you.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've already got that
[AGENT][NEUTRAL] So again, oh, you do, OK.
[CUSTOMER][NEUTRAL] Yeah, I've got that.
[CUSTOMER][NEUTRAL] Uh, OK, then I'll use the policy owner's request for policy change form and put all the pertinent information on there and fill out section number 9, OK.
[AGENT][NEUTRAL] That is correct and includes a copy of the power of attorney.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] OK. Well, you, absolutely, Mr. [PII]. Is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] That's it you appreciate it.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you very much you too thanks.
[AGENT][NEUTRAL] Yes, sir.