AccountId: 011433970860
ContactId: 9f5c0dea-d35a-4ea7-aa91-12962e319518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322570 ms
Total Talk Time (AGENT): 81161 ms
Total Talk Time (CUSTOMER): 90395 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/9f5c0dea-d35a-4ea7-aa91-12962e319518_20241231T18:49_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] Uh, I need to talk to someone about canceling my policy.
[AGENT][POSITIVE] OK. Well, I'll be more than happy um to assist you with the cancellation. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, uh, I'm [PII] and it's uh [PII].
[CUSTOMER][NEUTRAL] Policy, it's my husband.
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] 7,190,930
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 614-432
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I have the policy here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, his, his uh um birthday is [PII] and our address is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me pull up the policy.
[AGENT][NEUTRAL] And um Ms. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, I went ahead and put the um cancellation through for you and you'll be receiving a letter um just like with the confirmation with the date and um when the policy terminated. Um, I would say give it about 7 to 10 business days to receive.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] OK, now I do have one other question on that. Um, I, I, I just recently filed a some procedures that occurred uh in October, uh, that's still under the policy. It's not going to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean the policy is gonna start.
[CUSTOMER][NEUTRAL] The policy is stopping when you cancel it, but it'll still cover last year's when I still have some things coming in, right?
[AGENT][NEUTRAL] Oh right, as long as the policy was active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] OK, OK, just wanna make sure I didn't misunderstand on that, uh, because I do just have a little bit coming in. OK, um, I'll watch for the letter and will I'll be receiving, will I be needing to do anything else?
[AGENT][NEUTRAL] Um, no, there's nothing else that you would need to do, um, for the cancellation, no, ma'am.
[CUSTOMER][NEUTRAL] No, I'm just.
[CUSTOMER][POSITIVE] OK, all right, I certainly appreciate you.
[AGENT][POSITIVE] You're very welcome and all the information provided was a verification of benefits, not a guarantee of payment. And thank you for calling APL and we hope you have a happy new year.
[CUSTOMER][POSITIVE] OK, thank you and you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.