AccountId: 011433970860
ContactId: a303c0d8-300b-4740-b7a0-c54d3d2d9533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227899 ms
Total Talk Time (AGENT): 73707 ms
Total Talk Time (CUSTOMER): 103119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a303c0d8-300b-4740-b7a0-c54d3d2d9533_20250402T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm here with my father, and he would like to cancel his cancer policy.
[AGENT][NEUTRAL] OK. Do you have his, um, policy number?
[CUSTOMER][NEUTRAL] I think this is the policy number on the front of this paper he has um 00594753.
[AGENT][NEUTRAL] OK, and let me see, do you have him available that I could speak with him?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Is he available to talk to?
[CUSTOMER][NEUTRAL] Yes, here he is.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, how you doing?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi, um, just needed to verify a few pieces of information if you don't mind, and then I can talk to your daughter about canceling it.
[CUSTOMER][POSITIVE] Yeah, I'll give her a permission to do that.
[AGENT][NEUTRAL] OK, she has permission to speak on your behalf?
[CUSTOMER][NEUTRAL] Yeah, uh huh.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um.
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] Uh, can you verify his birthday?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his address?
[CUSTOMER][NEUTRAL] Well, you probably have an old address on file [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that phone number that would have been on file for him?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Probably his his cell phone number might maybe be [PII].
[AGENT][POSITIVE] Thank.
[AGENT][NEUTRAL] Looks like I've got a [PII].
[CUSTOMER][NEUTRAL] OK, that's a really old number. That's um that's house phone number I grew up with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wow, he's had this policy a long time. That house burned a long time ago with the telephone with it.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][MIXED] Now, he's, it's, he's been glad to have this policy, but he's [PII] old and he has a terminal lung disease. I don't, we're hoping he's not gonna have cancer, but even if he did, he would not choose to do chemotherapy at this point.
[AGENT][NEUTRAL] OK. OK. I understand.
[AGENT][NEUTRAL] OK, give me your new address, the new address though, because we'll be sending out a letter that confirms that the policy was canceled.
[CUSTOMER][NEUTRAL] OK. It's [PII] [PII].
[CUSTOMER][POSITIVE] He lives here with me now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get that email or uh address changed, and then we'll get this policy or this policy canceled effective today and then you'll receive a letter in the mail that states that it's been canceled, OK?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else, anything else I can help with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No, no, that was easier than anything was done. I appreciate it so much.
[AGENT][POSITIVE] OK, well thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.