AccountId: 011433970860
ContactId: 9b663648-e267-4065-ab0d-2ef93310b584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387989 ms
Total Talk Time (AGENT): 123774 ms
Total Talk Time (CUSTOMER): 112631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9b663648-e267-4065-ab0d-2ef93310b584_20250602T18:30_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, my name is [PII], and I'm calling because uh I had spoken with [PII] um sometime in in April and requested that she send information so that I could cancel my two policies.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I have done that and sent the letter, notarized letter back, notarized letter back to her, but I have not had a response from her. And today, uh I found out that they sent payment in on the insurance.
[AGENT][NEUTRAL] Oh, there was a payment that came out? OK.
[AGENT][NEUTRAL] I'm definitely sorry about that. Let me take a look at your policy and I can get you um over to [PII] or um whomever we need to resolve this. Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One number is 1185083.
[CUSTOMER][NEUTRAL] And the other number is 00682744.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], do you mind if I place you on just a brief hold while I reach out to [PII] and see if she's available?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. So it's showing that [PII] is away. I'm not sure if she's at lunch, but she is here today. Um, I can send her over an email with your callback number and have her um request for her to give you a call back today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, would you please?
[AGENT][NEUTRAL] I sure will, um, and is the best phone number the [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And I also checked for that payment that you mentioned. I saw there was a payment of the 7129 that came out on.
[AGENT][NEUTRAL] Looks like the [PII].
[CUSTOMER][NEUTRAL] It was 81 something.
[CUSTOMER][NEUTRAL] Yes, $81.29 I think or 9 cents.
[CUSTOMER][NEUTRAL] It's what it usually is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, it's showing 71. 0, you said two policies, OK.
[CUSTOMER][NEUTRAL] It's $2.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's the one, and then the other, hold on.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And let me see. And what's the other policy number?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] I mean look at her paper and see what she put on there because I'm looking at the one where she sent the thing for me to cancel it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I went to, I did do that.
[CUSTOMER][NEUTRAL] But I made a copy. Just a moment. Let me get this up.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] OK. It's 9 L.
[CUSTOMER][NEUTRAL] 185083
[AGENT][NEUTRAL] 91850883.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, and I'll put both of them in the um request and I'm making it urgent, so so it'll be a 24 to 48 hour turnaround.
[CUSTOMER][NEUTRAL] OK. All right then.
[AGENT][POSITIVE] All right. Well, was there anything, you're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEGATIVE] No, ma'am, and I did put a hold on that check at my bank. I told them that it's not to be paid because I had send in that cancellation information to her.
[AGENT][NEUTRAL] Right, OK, and I'm gonna mention the payment also.
[CUSTOMER][NEUTRAL] OK, alright, that'll be fine.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I do apologize for this inconvenience, but we will get it resolved for you, OK?
[CUSTOMER][NEUTRAL] Alright then
[AGENT][POSITIVE] Alright have a great day. You're welcome bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh you do uh huh bye bye.
[CUSTOMER][NEUTRAL] Huh.