AccountId: 011433970860
ContactId: a4adc27b-a053-4f0a-9a4a-d995788b1da6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663789 ms
Total Talk Time (AGENT): 102899 ms
Total Talk Time (CUSTOMER): 115341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a4adc27b-a053-4f0a-9a4a-d995788b1da6_20250211T18:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII].
[CUSTOMER][NEUTRAL] And I was calling about my insurance.
[CUSTOMER][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK. All right. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I didn't hear that.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEGATIVE] I, I don't have it right here.
[AGENT][NEUTRAL] Can you spell your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, can you give me a moment to search for your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] Yeah, what state do you reside?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] In [PII]. And is it a cancer policy that you have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify your date of birth and your full mailing address for me?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And that mailing address is [PII].
[AGENT][NEUTRAL] OK, and do you have an email address on file that you can verify for me?
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][POSITIVE] OK. Thank you for that.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEGATIVE] I'm, I wanna cancel that policy.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Give me 1 2nd, Gail, OK?
[AGENT][NEUTRAL] OK, we can get that policy canceled for you.
[AGENT][NEUTRAL] And is that effective today?
[CUSTOMER][NEUTRAL] OK. Uh, that.
[AGENT][NEUTRAL] I'm asking you, do you want it canceled effective today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh just a few more moments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what's a good call back number for you?
[CUSTOMER][NEUTRAL] Um, I didn't understand it.
[AGENT][NEUTRAL] Your phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, it's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, my granddaughter has a
[CUSTOMER][NEUTRAL] Email address and number.
[CUSTOMER][NEUTRAL] And she, she's my power of attorney.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I think she said she'd sent it to you. I didn't know you'd received it or not.
[AGENT][NEUTRAL] When did she send it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's about a week ago.
[AGENT][NEUTRAL] About a week ago, let me check and see.
[CUSTOMER][NEUTRAL] You may not have way this sms then.
[AGENT][NEGATIVE] I'm not showing that it has been received at this time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Her, her name is [PII].
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, I'm not showing it received. Your granddaughter's name is [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. I'm not showing it's received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said when did she send it to us?
[CUSTOMER][NEUTRAL] It's, it was about a week ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh they don't matter about that now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um that, that premium comes out of the bank on, on the [PII] of the month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will, will this be canceled by [PII]?
[AGENT][NEUTRAL] So it's, it's canceled effective today.
[CUSTOMER][NEUTRAL] Yeah, so you won't be sending the bank anymore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEGATIVE] Because it's canceled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and what was your name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First initial and last name is [PII].
[CUSTOMER][NEUTRAL] OK. I guess it'll be all today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, if no other questions, [PII], thank you for calling APL and have a good day, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.