AccountId: 011433970860
ContactId: 89814d7e-4f0b-41fa-8777-401e3fd85a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491420 ms
Total Talk Time (AGENT): 117545 ms
Total Talk Time (CUSTOMER): 82755 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/89814d7e-4f0b-41fa-8777-401e3fd85a49_20250505T17:08_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][NEGATIVE] Hi, um, I signed up for an account years ago and realized that I'm still paying for it and I wanted to cancel it.
[AGENT][POSITIVE] OK, well, I can definitely help you with your.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Oh no, I'm not even sure like what like information I would need to even give to you. I have like my uh policy number and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like my account number?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The policy number, um, we can try with the policy number first. Well, 1st may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sorry, sorry about that. uh [PII].
[AGENT][NEUTRAL] And Mr. [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And um what does it list as the policy number?
[CUSTOMER][NEUTRAL] 8146778.
[CUSTOMER][NEUTRAL] And then there's a group number also that's uh group number 29.
[AGENT][NEUTRAL] And it says American Public Life on it?
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] And it says American Public Life on the card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try with your last name because
[AGENT][NEUTRAL] That's not pulling up anything. Hold on one moment.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Yeah, hold on, let me go back to uh.
[CUSTOMER][NEUTRAL] My BFA account because there was actually the last five digits of a.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And the spelling of your first name, is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I believe I just, oh, OK. I see what's happening. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? I just have to go to our older system.
[CUSTOMER][POSITIVE] Yeah, for sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm, well, yeah, but.
[AGENT][NEUTRAL] Do we cancel these?
[AGENT][NEUTRAL] Just like
[AGENT][NEUTRAL] Any other policy?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm, that's, I just wanna make sure because.
[AGENT][NEUTRAL] I'm not really used to this yet.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright, I'm just gonna go for it.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I have the policy here, um, and I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, OK. My birthday is [PII]. And then I think I was living at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and thanks for verifying. So I went ahead and put the um termination request, so you'll be receiving a um just a confirmation letter that it has been terminated. Um, so the policy, let me see if we
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that we billed or received anything for May, so I'm gonna put [PII] on here when they send it through, um, if there's any issues, you'll be notified, but it's showing [PII] here, so I'm just gonna put [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Alright, you're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.