AccountId: 011433970860
ContactId: aa24b186-f7e3-494c-9a5f-1c6b7f70b331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438429 ms
Total Talk Time (AGENT): 111216 ms
Total Talk Time (CUSTOMER): 211532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/aa24b186-f7e3-494c-9a5f-1c6b7f70b331_20250331T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I'm calling concerning uh cancer of the American public Can policy that I've had with y'all for quite some time, several years now. But, uh, and I was given this number to call y'all about this. um.
[CUSTOMER][NEUTRAL] I am thinking about maybe uh canceling this policy because back when I took it several years ago. I'm, I'm not even sure if my late husband's names on there as a uh family policy or not because I don't, I don't ever get any paperwork from y'all or get anything from them anymore. But anyway, uh, I have Medicare now.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm retired and I have that.
[AGENT][NEUTRAL] Do you have a policy number available? Or I can look it up by your last name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Uh, Blanton.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][POSITIVE] In love
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see if we can get this pulled up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Give me just one moment getting this pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it looks like I've got you on a policy, uh, you're just by yourself.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And just need to verify a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I guess since I've had the policy for quite some time. I'm guessing y'all have the address after done the [PII] changes.
[AGENT][NEUTRAL] Yeah, that's the address that we have um, what about your email address?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, I just, it says it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and you are wanting to cancel this policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, it comes out auto draft out of my bank and it's just I got to check in and all this and talk to someone that said, you know, and I got to look and see I have A and B plus I also have the plan G, a supplement added to that, and which I, we got to look at all of that and it actually cover and take care of like stuff like that, but, you know, cancer and things like that. So,
[CUSTOMER][NEUTRAL] I just said, you know, like I said I lost my husband, so I'm sort of trying to cut my, cut my spending a little bit and everything and stuff. And, uh, thought, well, you know, since I'm retired now, and I've got all this other stuff in place that will take care of that if I ever needed it. I hope I don't. But uh I said, well, you know, that's 4 $45 I think it is, and uh what is it? $40?
[CUSTOMER][NEUTRAL] 0 4570 I think it is, it comes out of my account.
[AGENT][NEUTRAL] Yeah, let's see. OK, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Honestly, I haven't heard from them and gosh knows when. I mean, I, I, I used to, every now and then we get some paperwork or something, but I haven't heard or got any kind of anything like that in some time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes, we can get this canceled. Can, do you mind if I put you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh, absolutely, go ahead, [PII]. Thank you.
[AGENT][NEUTRAL] OK, hold on one moment, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, OK.
[AGENT][NEUTRAL] Change to the L in the policy status field.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] type by at the bottom.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for holding. I appreciate that. OK, so I'm gonna get this canceled for you. You'll receive a letter in the mail stating that it's been canceled. And then is your callback number is that [PII]?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so just look out for that. Um, I've got you canceled effective today and then um.
[CUSTOMER][NEUTRAL] OK, I've got, I've got another question and where you may fix that, but anyway, I was reading up on it says sometimes when you can something like that when you've had it for quite some time, is there like a, I mean, I've never have used a cash out or anything like that because they said if there's anything that's coming back to you, they'll take any balance for you, you know, pulled off of it, but I never have done that. So is there anything that comes back off of that all, all those premiums that I paid in?
[AGENT][NEGATIVE] No, um, unfortunately, everything's non-refundable, so.
[AGENT][NEGATIVE] But it will be canceled today, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, because I normally, I think they pull it about the [PII] of the month, I think is what I showed on my last bank statement. It came out on the [PII], so I don't think they pulled it, you know, because this is March, so it hasn't been pulled out.
[AGENT][NEUTRAL] Yeah, it'll be canceled effective immediately, yeah.
[CUSTOMER][NEUTRAL] For April.
[CUSTOMER][NEUTRAL] OK. OK. OK. Yeah.
[CUSTOMER][NEUTRAL] So, I'll just, I'll just look for some uh paperwork in the mail on that then.
[AGENT][NEUTRAL] Yes, there'll be a termination letter sent out that verifies what we discussed today and that the policy is terminated.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] And is there anything else that I can help with today?
[CUSTOMER][POSITIVE] Mm, no, ma'am. I was just making sure I didn't cut you off and everything. You weren't gonna try to tell me something else, but, so that, that's all we need to do then to just get it taken. Well, that's good. Thank you. Oh, I'm glad it was that I'm glad it was that easy to get done. It's just I was a little stressing over it for a little bit. Yeah, it was, it was, and I appreciate you so much and you're uh you're uh you're getting it done for me and, and stuff, uh, I appreciate it very much and helping me out with it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, pretty simple.
[AGENT][POSITIVE] OK, well, Miss [PII], I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you, honey. You do the same. Bye-bye.
[AGENT][NEUTRAL] All right, bye.