AccountId: 011433970860
ContactId: 8f1aa69f-80ef-4922-8200-706e5ac7ee2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292899 ms
Total Talk Time (AGENT): 85284 ms
Total Talk Time (CUSTOMER): 73009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8f1aa69f-80ef-4922-8200-706e5ac7ee2a_20250325T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Uh, yes, I need to cancel a policy for my father, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK, let me see if I can find it.
[AGENT][NEUTRAL] And his first name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm not finding one with that name. Uh, is he a junior or a senior or anything?
[CUSTOMER][NEUTRAL] No, you have the last name right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Born sick.
[AGENT][NEUTRAL] Oh, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] No, uh uh, it's far.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Any
[AGENT][POSITIVE] OK I think I found it.
[AGENT][NEUTRAL] And do you mind verifying his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is he there where I can get permission to cancel the policy for you or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on
[CUSTOMER][NEUTRAL] Yeah, hang on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello Mr. [PII], this is [PII] at American Public Life. Is it OK for your daughter to cancel your, uh, dental policy?
[CUSTOMER][NEUTRAL] Yes, I don't need it. I got a mouth full of teeth that come and go.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I understand. All right, thank you. I can speak to your daughter now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you, [PII], um, and do you mind verifying his address for me and phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you want to cancel the policy, let's see.
[AGENT][NEUTRAL] All right. I do have that canceled for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And could you send that to the care team of the um.
[CUSTOMER][NEUTRAL] I've been emailing uh [PII]. I don't know her last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Let me see, find it. Uh, she wanted me to send her a copy of the power of attorney, but I, it didn't come out the way she wanted it, and I'm just tired of fooling with them.
[AGENT][NEUTRAL] OK, that's that's no problem, um, since I got permission from him I can get it canceled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Alright, and I did have that canceled and I'll get a confirmation letter out in the mail to him. Um, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh-huh.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and um it will not draft um on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, well thank you and have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.