AccountId: 011433970860
ContactId: 9134e9cb-cb13-447b-873b-dc7d50684ad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177119 ms
Total Talk Time (AGENT): 86587 ms
Total Talk Time (CUSTOMER): 69996 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9134e9cb-cb13-447b-873b-dc7d50684ad0_20250110T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I have a very old, uh, cancer policy that I would like to cancel.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with the cancellation of the policy. And may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Um, do you have the policy number by any chance, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's 85697.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, let's see. Um, may I have the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Prior, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the email is
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. All right, and you said you want to close the policy or cancel the policy. Let me go ahead and take care of that for you. One moment.
[CUSTOMER][NEUTRAL] Yeah, I've had it since the early [PII] and I was rereading and I'm like, man, it doesn't pay anything now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right. It's understandable. It's OK.
[AGENT][NEUTRAL] All right. So I went ahead and cancel the policy. You're gonna be receiving a letter of cancellation, OK?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK, and that'll stop the auto draft also?
[AGENT][POSITIVE] Yes, mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, is there, I, I probably not, but is there any way I can get any, any money back since I never used this in 30 years?
[AGENT][NEGATIVE] Um, no, um, because it's canceled since today, and you know, there's no, um, refunds on this type of product.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yeah, it was worth the ask.
[AGENT][NEUTRAL] OK, no problem. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEGATIVE] OK, no, if I can't get a refund and, yeah, that's fine. No, I just, yeah, it's just time to cancel, so.
[AGENT][NEUTRAL] And uh.
[AGENT][POSITIVE] I understand. You're welcome and thank you for calling APL. You have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] I do appreciate it
[CUSTOMER][POSITIVE] You too, thank you very much.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.