AccountId: 011433970860
ContactId: 7f46b0a0-db89-45a4-9b10-3a31df1baac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387390 ms
Total Talk Time (AGENT): 102076 ms
Total Talk Time (CUSTOMER): 81830 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7f46b0a0-db89-45a4-9b10-3a31df1baac4_20250327T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, I need to um cancel a dental policy.
[AGENT][NEUTRAL] OK, I can help you with canceling your policy. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think I have that.
[AGENT][NEUTRAL] OK, uh, I
[CUSTOMER][NEUTRAL] Can you look for my name?
[AGENT][NEUTRAL] Yes ma'am. What is your name and your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] It may not have been [PII] when I took this out. It was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What else did you say phone number [PII]?
[AGENT][NEUTRAL] Your phone number?
[AGENT][NEUTRAL] And then also your email address.
[CUSTOMER][NEUTRAL] OK, I believe it's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. I appreciate you verifying that information for me.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I have Medicare now, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't used this in years. I always forget I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm just looking to make sure I pull up the right policy.
[AGENT][NEUTRAL] Got you select dental right there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have lapsed the policy for you. The policy.
[AGENT][NEUTRAL] The last effective date is going to cancel on [PII].
[AGENT][NEUTRAL] And I'm gonna put you on a quick hold so I can get that cancellation letter ready for you to be mailed to your home address, OK? And I'll be right back.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Thank you, ma'am. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me. I have that letter drawn up and it's gonna be mailed to your home address to show that your policy has been canceled effective for [PII].
[CUSTOMER][NEUTRAL] OK, so it comes out of my bank account on the [PII], so [PII], there should be no withdrawal?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. We appreciate you being a customer of ours for so long and I hope you enjoy the rest of your day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] You too thank you honey.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.