AccountId: 011433970860
ContactId: 7f008bf4-1b25-4351-bf99-5bfb75b907db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321769 ms
Total Talk Time (AGENT): 84779 ms
Total Talk Time (CUSTOMER): 146392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7f008bf4-1b25-4351-bf99-5bfb75b907db_20250318T21:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am this is [PII]. I had spoken to someone uh a few days ago about uh adding my daughter to a cancer policy that we have and they sent me the uh the application. I do not have an agent, so I don't know how to exactly fill this out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can I get your policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 2024
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And do you mind verifying your, your date of birth and your address for me, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] And I guess I
[CUSTOMER][NEUTRAL] Yes ma'am, uh, it is, uh, you said my address first?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or that about
[AGENT][NEUTRAL] your address
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] OK. And your phone number and email.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And my email is a [PII].
[CUSTOMER][NEUTRAL] At TC excuse me [PII].
[AGENT][POSITIVE] OK, thank you for bear.
[CUSTOMER][NEUTRAL] Hey, can I, can, can you hold for just a second? I've got a highway patrolman calling me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][NEUTRAL] I, I apologize about that. Uh, and I know this guy, and he's a highway patrolman I talk to my, my direct or something in my family. So, uh, so I guess before we get too far down the line with this, uh, I'm wanting to cancel the policy, the 632-023.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And that's the regular cancer policy?
[CUSTOMER][NEUTRAL] Yes ma'am, but I would like to keep 632-024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are adding your, your daughter, um.
[CUSTOMER][NEUTRAL] Yes ma'am, and I would like to add my daughter to that other policy.
[AGENT][NEUTRAL] And when was she born?
[CUSTOMER][NEUTRAL] She was born uh [PII].
[CUSTOMER][NEUTRAL] And they had told me she wouldn't be able to be added to [PII] and that's fine. I was just trying to get all the paperwork done.
[AGENT][NEUTRAL] Right. OK. Um, now, all you will need to do on that application is, uh, to fill out the top part.
[AGENT][NEUTRAL] Um, with her name added on it too and send that back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's all I need to put is her name?
[AGENT][NEUTRAL] Uh, well, put your name so we'll know who it belongs to.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And, and the policy number on there.
[CUSTOMER][NEUTRAL] OK, and I can just uh email this to you or fax, let's say a fax number, OK.
[AGENT][NEUTRAL] Mhm. Are you
[CUSTOMER][NEUTRAL] Alright, so I will put my name at the top and all my information, then I will add her name to the children's side of it and then I guess just at the top I've got the policy number somewhere.
[AGENT][NEUTRAL] Yes sir just write it anywhere on the top, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can email that or fax it in either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the email and I'll just email it to you.
[AGENT][NEUTRAL] OK, the email is [PII].
[AGENT][NEUTRAL] Which is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright well I will get, I'll put my name on here.
[CUSTOMER][NEUTRAL] And then um I'll put her name and information. I'll get this emailed to you.
[AGENT][NEGATIVE] OK, and I've got uh the cancer policy canceled for you.
[CUSTOMER][NEUTRAL] OK, and that was 63 [PII].
[AGENT][NEUTRAL] Uh, and I'll get a confirmation.
[AGENT][NEUTRAL] 6.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Well thank you very much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.