AccountId: 011433970860
ContactId: 80d8f300-b7d7-4361-ad29-60b5dd116fe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282679 ms
Total Talk Time (AGENT): 100760 ms
Total Talk Time (CUSTOMER): 140442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/80d8f300-b7d7-4361-ad29-60b5dd116fe8_20250306T20:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII]. I work over here at Refinishing Systems. We have group number 12,060.
[AGENT][POSITIVE] OK, and how may I help you today?
[CUSTOMER][NEGATIVE] I want to cancel my cancer, I guess my little cancer plan, but if I cancel it, I don't want to cancel the accidental little plan.
[CUSTOMER][NEUTRAL] I just want to see how I need to do that because when I put the letter D, it's going by the full amount.
[AGENT][NEUTRAL] You said you want to cancel the
[CUSTOMER][NEUTRAL] The cancer
[AGENT][NEUTRAL] Cancer. OK, here we go.
[AGENT][NEUTRAL] OK, so I have your policy here. Um, may I have a good contact number in case we're disconnected and then I can verify with you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm here at the shop at [PII].
[AGENT][NEUTRAL] Thank you for that, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, it's, uh, well, uh [PII] is my birthday. It's been so long since I signed up. I don't know if I put my shop email or if I put my home.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, this looks like it might be, well,
[AGENT][NEUTRAL] This might be the, yes, this might be the work.
[CUSTOMER][NEGATIVE] It's there's a loss
[CUSTOMER][NEUTRAL] OK, so it would have been uh refinishing at cable one.net back then and then it would have been [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. Um, so if you're wanting to cancel the um cancer policy, hold on one moment.
[AGENT][NEUTRAL] Let me get that policy number.
[AGENT][NEUTRAL] OK. Um, so I can go ahead and cancel the policy for you now. Um, you'll also receive a confirmation letter through the mail and um,
[CUSTOMER][NEUTRAL] Would it be through the regular mail?
[CUSTOMER][NEUTRAL] Our email.
[AGENT][NEUTRAL] The the the um confirmation will be through the regular mail.
[CUSTOMER][NEUTRAL] OK, OK, because like I said, we've changed our email since way back when. See, I signed up a long time ago, so we've changed our email. I just wanna make sure. Will it be coming to [PII] or will it be coming to [PII]?
[AGENT][NEUTRAL] It'll be hold on one moment.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, can I switch that to [PII] since we moved across the street now?
[AGENT][NEUTRAL] Sure, so it's [PII] instead of [PII], right? OK.
[CUSTOMER][NEUTRAL] [PII]. Yeah, we sold our house and we built the house across the street on the property we bought, so it, it's, that's the only thing that's changed. It went from [PII] to [PII].
[AGENT][NEUTRAL] OK, and it's [PII] it's just [PII], no street or drive or anything?
[CUSTOMER][NEUTRAL] Yeah, well, you could put, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I'm making a payment right now for the whole policy for the whole group, can I deduct that 2190 or?
[AGENT][NEUTRAL] Well, it hasn't gone into effect yet, but um I will go ahead and deduct it because that's what's outstanding on this policy. So it's your policy is paid up to [PII], so if you make that payment, it will be April.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so when I make this payment it will be for April. OK, and my question is I just like I said over here where I have my sheet to uh cancel it um if, if I mark that there it's gonna I don't want them to think I want to do the accident plan too because it shows me a total amount of 4640 so I didn't know how to do that so I'll just go ahead and highlight through that it's been canceled and but I wanna keep the accidental plan.
[AGENT][NEGATIVE] Right, so I'm only canceling the the uh cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I'll deduct it from the amount I'm gonna send a check for for the group and uh I'll put that I talked to you today and and I'll be waiting for that letter.
[AGENT][NEUTRAL] Alright, well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, I just wanted to go ahead and drop that.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I do hope you have a good day.
[CUSTOMER][POSITIVE] You too, [PII]. You have a good day too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.