AccountId: 011433970860
ContactId: 67d71975-db6f-412e-84b3-a3c25d6ce072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365200 ms
Total Talk Time (AGENT): 72899 ms
Total Talk Time (CUSTOMER): 222837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/67d71975-db6f-412e-84b3-a3c25d6ce072_20250318T21:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, ma'am. This is [PII]. I just spoke to uh one of your agents and uh I was canceling a cancer policy. I got carried away trying to add a child, another one, and my other policy won't take effect until [PII], so I was wondering if they could not cancel that policy until [PII].
[AGENT][NEUTRAL] OK, um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, let me have the policy number.
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 2023
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK. May I have your date of birth, um, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh [PII] and the address is [PII]. Phone number is [PII] and email is [PII].
[AGENT][POSITIVE] Thank you. Um,
[AGENT][NEUTRAL] Bear with me, let me see if we cancel the policy.
[CUSTOMER][NEUTRAL] [PII] I think was her name.
[AGENT][NEUTRAL] OK, yeah, let me try to get her on the line. OK, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good so how are you?
[AGENT][POSITIVE] I'm good, I'm good, I'm good.
[AGENT][NEUTRAL] I'm ready to get out. OK.
[CUSTOMER][NEUTRAL] I hear you.
[AGENT][NEGATIVE] Um, I have a member on the line that he just called and spoke to [PII] and he canceled his policy, and now he's calling back because he decided he don't want to cancel now.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 632-023.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Like he wants to cancel but not now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 632 023.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right. [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it looks like he canceled his cancer policy, but his lump sum policy is still active. OK, uh, you can go ahead and send him over and I'll talk to him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK dokey, here he come. Let's have a good day.
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's in the customer service department in the same department as [PII], OK? And she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], my name is [PII]. How are you doing? I think I spoke to you the other day.
[CUSTOMER][NEUTRAL] Yes sir, I did recognize that name.
[CUSTOMER][NEUTRAL] Yeah, I called to cancel we found, uh, a little bit better policy on the one end of it, and I wasn't thinking my guy told me today when I got it, he said it will take effect [PII], uh, anyway, I was trying to get my daughter added to the other one, so got a little carried away and canceled the other one I think before I needed to.
[CUSTOMER][NEUTRAL] OK, alright, so I have reactivated this one so you still have the cancer policy and the lump sum policy. Yes ma'am and I'm I'm emailing over uh the form to get [PII] added to the lump sum policy we're gonna keep that one and uh so I know she won't go to November but I'd like to go and get that done before I forget about it.
[CUSTOMER][NEUTRAL] OK, and um [PII] had already completed the termination and issued a letter um with the.
[CUSTOMER][NEUTRAL] Termination information so you're gonna get that in the mail but just disregard it um I'm gonna make a note in here that you called back and you wanted to keep the policy for now um so just disregard.
[CUSTOMER][NEUTRAL] It's the end of May or or the end of April or will that be something that you've notated to just cancel [PII]?
[CUSTOMER][NEUTRAL] Um, I can put in a future lab date to cancel, um, so you just want it for the month of April, so it's gonna cancel on [PII], correct? That's what you're wanting, ma'am, OK.
[CUSTOMER][POSITIVE] Yes sir I'll go ahead and add in a future out date um effective [PII] so you you'll still be covered for the month of April and so you'll have one more premium that you should pay for this policy for the month of April. OK, all right well thank you very much I'm sorry for the trouble. No, no problem at all Mr. [PII] was there anything else I could do for you today? That's all.
[CUSTOMER][POSITIVE] All right well thank you so much for choosing APL and I hope you have a wonderful rest of your day. Thank you bye bye. Mhm bye bye.