AccountId: 011433970860
ContactId: 76b14b17-cac8-4742-83ff-65148548ecae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504019 ms
Total Talk Time (AGENT): 130639 ms
Total Talk Time (CUSTOMER): 110800 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/76b14b17-cac8-4742-83ff-65148548ecae_20250228T17:13_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. My name is [PII].
[CUSTOMER][NEGATIVE] And I have a cancer policy that I want to cancel.
[AGENT][POSITIVE] OK, I'm happy to help with that. Do we have the policy number?
[CUSTOMER][NEGATIVE] Uh, probably not. All I know is that it's taken out of my checking account every month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's a number with that, but I don't know if that's the policy number or not.
[AGENT][NEUTRAL] No problem, we can look it up. Is your last name spelled [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then if you could spell your first name, [PII]?
[CUSTOMER][NEUTRAL] It should be [PII] and if it's not under [PII], it should be [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Let's see.
[AGENT][NEUTRAL] What is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. I haven't found anything yet under [PII]. Um, let me try [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] All right, [PII], I'm not finding anything. Do you mind giving me your social? Maybe that'll be more effective.
[CUSTOMER][NEUTRAL] My number
[CUSTOMER][NEUTRAL] OK, well, when I know when they take it out of my check it's called American Fidelity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then they have a number with that. I don't know if that's a tracking number or what that is on my bank statement.
[AGENT][NEUTRAL] You can give me the number if you want.
[CUSTOMER][NEUTRAL] it's OK, it says it's [PII].
[AGENT][NEUTRAL] All right, let's see if that does anything for us.
[CUSTOMER][NEUTRAL] Because I don't receive anything in the mail or anything about this.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's just taken out every month. It's like 32 something I believe.
[AGENT][NEUTRAL] Yeah, that wasn't the policy number, doesn't look like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want my social my social security number?
[AGENT][POSITIVE] Yeah, if you don't mind, let's try that.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the last four numbers.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if you can just verify with me uh the address there in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right, thank you so much. So I did find an old policy, it looks like for medical, um, but you said that on there it says American Fidelity. So I think that you may have this. They're like, we're a sister company of American Fidelity, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It looks
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I don't see, we do offer cancer policies at American Public Life, but I don't see that you have one with us. It must be with American Fidelity.
[CUSTOMER][NEUTRAL] OK, do, do you have a number for them by any chance?
[AGENT][NEUTRAL] Yeah, I'm, let me grab a number for them. Give me just one second.
[AGENT][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] OK, so their phone number and if you'd like, I can transfer you to uh their phone number is
[CUSTOMER][POSITIVE] Oh, that'd be great.
[AGENT][POSITIVE] Yeah, absolutely. Do you want to write it down just in case?
[CUSTOMER][NEUTRAL] Go ahead
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but you said you can transfer me?
[AGENT][NEUTRAL] Yes, ma'am. Just one moment and I'll transfer you over.
[CUSTOMER][POSITIVE] Oh thank you very much I appreciate it.
[AGENT][POSITIVE] My pleasure, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Hey, you too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you're calling or press.