AccountId: 011433970860
ContactId: 8ab28419-af1b-43c7-b8ac-4e396b09e1fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400489 ms
Total Talk Time (AGENT): 148037 ms
Total Talk Time (CUSTOMER): 96001 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8ab28419-af1b-43c7-b8ac-4e396b09e1fc_20250108T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I called the other day and requested um.
[CUSTOMER][NEGATIVE] A form be emailed to me to cancel a policy and I never have gotten it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A form emailed to cancel the policy?
[AGENT][POSITIVE] OK. Um, I can definitely help you with that.
[CUSTOMER][NEUTRAL] Yeah she said she could email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the uh phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, hold on just a minute, it is.
[CUSTOMER][NEUTRAL] 618-620
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The cancer policy.
[AGENT][NEUTRAL] Here we go, and I have you here. I just need you to verify your uh date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um Mr. [PII], do you mind if I place you on just a brief hold so I can look through these notes?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, hold on one moment. Thank you.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] But because it's the
[AGENT][NEUTRAL] Uh oh, I didn't put my guru up. OK, girl.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh God.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], just do it.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Oh Lord,
[AGENT][NEUTRAL] What is it?
[AGENT][NEUTRAL] 6618-620618.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Alright, please, I hope I'm doing this right.
[AGENT][NEUTRAL] There are more messages on this page.
[AGENT][NEGATIVE] See, this is exactly why we don't need to be doing this. I don't even know what they're saying to me.
[AGENT][NEGATIVE] Oh God. What, what? I'm not doing this. This, this is, I don't want to mess anything up. This is stress.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so there's two things. There's no form that you have to fill out. There's a cancellation letter that's gonna come out to you that just lets you know that the term, the
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. Is Mr. um
[CUSTOMER][NEUTRAL] Yeah, just here. Hold on, let me, let me finish.
[AGENT][NEUTRAL] Alright, I just need verification, then I can go ahead and
[CUSTOMER][NEUTRAL] I have one that.
[CUSTOMER][NEGATIVE] Can take $1000 for it and they charge $60 a month and I'm gonna start cancel because we got in well soon has to get Medicare. Hello, this is [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Good good.
[AGENT][NEUTRAL] Hey, I just need you to verify your date of birth and your mailing address on file and um I just want to confirm since you're the policy holder, I have to confirm that you want to um term your policy.
[CUSTOMER][NEUTRAL] Yes, yes. My birthday is [PII].
[CUSTOMER][NEUTRAL] Uh my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and you are um giving me authorization to go ahead and terminate the policy for you?
[CUSTOMER][NEUTRAL] Yes, go ahead and terminate it.
[AGENT][POSITIVE] All right, well, thank you, Mr. [PII]. That's all I needed for you.
[CUSTOMER][POSITIVE] Thank you. I'm back.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hey, Mr. [PII]. OK, so I just canceled the policy and I'm getting the letter together now. So you should be receiving that maybe like a week, it's coming from [PII]. Um, so I, well, it's already done in the system, but that letter is going to print out and be sent to you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That's fine. Yeah.
[AGENT][NEUTRAL] All right. Was there anything else I can help you out with today?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate it so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and happy New Year.
[CUSTOMER][POSITIVE] Happy New Year, ma'am. You have a good day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.