AccountId: 011433970860
ContactId: a6592a71-c597-4b70-aaae-033a44f6c0db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655039 ms
Total Talk Time (AGENT): 153640 ms
Total Talk Time (CUSTOMER): 124908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a6592a71-c597-4b70-aaae-033a44f6c0db_20250604T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm, I'm calling because I wanted to uh cancel a policy with you guys.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get uh your, your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, well it's [PII] and number [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK 01591530.
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] And are you calling on behalf, are you a broker?
[CUSTOMER][NEUTRAL] No, I'm, I'm his son.
[AGENT][NEUTRAL] Oh, you're the son of the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Well, what happened, he's been in a nursing home and finally we went with uh United Healthcare had a nursing home policy and they said, well, they're covering dental and vision and stuff on that, so we didn't need this anymore.
[AGENT][NEUTRAL] OK, and you said the policy number?
[CUSTOMER][NEUTRAL] Because this was this was a dental.
[AGENT][NEUTRAL] Oh, it was a dental, OK.
[CUSTOMER][NEUTRAL] Uh, pardon me?
[AGENT][NEUTRAL] Um, I'm showing a different one, so I wanted to make sure that I got the policy number correct. 1,591,530.
[CUSTOMER][NEUTRAL] Yeah, it's a it's a Delta.
[CUSTOMER][NEUTRAL] Yeah, well, there was a 01, yeah.
[AGENT][NEUTRAL] Yeah, 01591530.
[CUSTOMER][NEUTRAL] One, yeah, if it says uh select dental to insurance policy.
[AGENT][NEUTRAL] Yeah, let me check.
[AGENT][NEUTRAL] I'm not showing that.
[AGENT][NEUTRAL] As being the policy number.
[AGENT][NEUTRAL] Uh, who is the primary or who is the holder of the insurance?
[CUSTOMER][NEUTRAL] OK, [PII]'s [PII]
[AGENT][NEUTRAL] OK, can I look it up by your social security number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, uh, well I, I'll give you the last four digits. It's uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is [PII] your, uh, I'm sorry, is it your first name or your last name?
[CUSTOMER][NEUTRAL] First name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII], yeah, [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Alright, let me look it up that way.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And the address that we have on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And give me just a moment while I look on how we can uh help you terminate that policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment. I am working on that.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And I do want to just verify this with you because we will be sending a letter in the mail letting you know that you've canceled your policy. I have [PII] at [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][MIXED] Yes, that's correct, but he he's not at that address anymore.
[CUSTOMER][NEUTRAL] Can I give you a different mailing address?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Because, because that was his house and well, he, we, we had to put him in a nursing home. He's not there anymore, so we're, we're renting his condo right now.
[AGENT][NEUTRAL] OK, and what's the address?
[CUSTOMER][NEUTRAL] So I, I'm his son, so I'm having everything sent to my address.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Let me see real quick if we have that in there.
[AGENT][NEUTRAL] No, I still have your, that same address on there. OK. I wanted to see if maybe we had yours.
[AGENT][NEUTRAL] OK, and what is the new address?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] That's also [PII]. It's [PII].
[AGENT][NEUTRAL] OK, let me make sure I got this right. [PII].
[AGENT][NEUTRAL] I think it spelled, is it [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], yeah.
[AGENT][NEUTRAL] OK, [PII] OK. OK. [PII].
[CUSTOMER][NEUTRAL] FAIR, yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Alright, um, be on the lookout for that letter. Um, give it about 3 to 5 business days. I just sent it. Uh, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, just wanted to get the policy canceled and that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL.
[CUSTOMER][NEUTRAL] So I'll I'll I'll I'll wait to watch for the, I'll wait to watch for the cancellation letter.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too thank you much.
[AGENT][POSITIVE] You're welcome bye.