AccountId: 011433970860
ContactId: 7e4af7e5-95ac-4aa1-b98b-718cc340cb60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274549 ms
Total Talk Time (AGENT): 109003 ms
Total Talk Time (CUSTOMER): 113591 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7e4af7e5-95ac-4aa1-b98b-718cc340cb60_20250306T20:37_UTC.wav
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[CUSTOMER][NEUTRAL] Come back
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Uh, policy I have with you is 412.
[CUSTOMER][NEUTRAL] 266 it's on my son [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up.
[AGENT][NEUTRAL] All right, and um,
[AGENT][NEUTRAL] Just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] All right, and the policy will be uh the one for your son, sorry.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, he's sitting right here with me. Uh, his is his birthday, yeah, uh, birthday for me is [PII].
[AGENT][NEUTRAL] All right. And your address, please?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[AGENT][NEUTRAL] Uh, we have a different address here.
[CUSTOMER][NEUTRAL] Do you have a [PII]?
[AGENT][NEUTRAL] Uh, no, we have another one.
[CUSTOMER][NEUTRAL] Well, he, when I took this policy out, he was, uh, probably a student. He might have been a student, uh, uh, either, uh, and at a Texas A&M or he was at home with us, one of the two, at the time when I took the policy, uh, uh, any other, other information he can give you prove it's him or what do you do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we can update the, the, um,
[AGENT][POSITIVE] Address as long as he gives permission um for us to talk about his policy, we, we are, we are good.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] So yeah we're good it's uh I'm uh I'm fine with it.
[AGENT][POSITIVE] Mhm. All right, thank you very much.
[CUSTOMER][NEUTRAL] That that was him, OK, uh, what I'm, what I'm wanting to do is I, I called yesterday and, and they wouldn't let me do anything without him being present here and that's why he's here with me today, uh, but, uh, I took his policy out before I think before he even got married and, and he was uh, you know, kind of single, uh, but, uh, we're, he didn't wanna take it over and I don't wanna keep doing it, so, uh, uh, we're gonna just cancel the policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, yes, we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I do see here that.
[AGENT][NEUTRAL] Um, last pay to date will be [PII]. That will be the last day of coverage. We can go ahead and lapse it as today. Um, let's see really quick.
[AGENT][NEUTRAL] All right, Mr. Mr. [PII], um, I have gone ahead already and canceled the policy. I will be issuing a letter, um, confirming that the policy is canceled. And again, um, the last day of coverage will be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there's no more, there'll be no more drafting, right? Nothing be drafted out? OK. Where would the.
[AGENT][NEGATIVE] No, not, yes, not even for this month.
[CUSTOMER][NEUTRAL] Where would the letter be sent? we need to give you a new address? Yeah, what the letter be sent to me or will be sent to Travis?
[AGENT][NEUTRAL] Oh, let's see really quick.
[AGENT][NEUTRAL] The letter will be sent or the address we have here is the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Mhm. Yes, that is the address.
[CUSTOMER][NEUTRAL] [PII] that's that's that's my address so that that'd be fine.
[AGENT][NEUTRAL] Alright, if that works, we can leave it there.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, no, ma'am. I thank you very much appreciate.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.