AccountId: 011433970860
ContactId: b1dfbc57-4446-4aa8-924b-91a0021cc4b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143270 ms
Total Talk Time (AGENT): 71816 ms
Total Talk Time (CUSTOMER): 54379 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b1dfbc57-4446-4aa8-924b-91a0021cc4b4_20250116T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right, thank you. I've got an insured, um, she said that she had, uh, just wants somebody removed from her cancer policy. She and her husband had a divorce.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 4519 I'm sorry, yeah 451-921.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we're speaking with uh [PII].
[CUSTOMER][NEUTRAL] And [PII] is the one we're needing removed.
[AGENT][POSITIVE] All right. I've got it.
[CUSTOMER][POSITIVE] All right, thank you, bye bye.
[AGENT][NEUTRAL] Uh, good afternoon, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Hi, I'm doing well how are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Did you say your name is [PII]?
[AGENT][NEUTRAL] Uh, just [PII].
[CUSTOMER][POSITIVE] Oh [PII], I'm sorry.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's OK. Um, she was stating you would needed to remove your husband from your policy.
[CUSTOMER][NEUTRAL] Yes, that ex-husband.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do have a form I'll need for you to fill out and send back, uh, just fill that out, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we can get that taken care of.
[CUSTOMER][NEUTRAL] OK, let me ask you, if I, when I have him removed, is my my family price gonna drop or is it gonna stay the same?
[AGENT][NEUTRAL] It will drop a little bit. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh you, you should get a, a statement uh letting you know what the new premium will be and that he was removed once we get him removed and everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And would you like for me to email that to you or mail it to you?
[CUSTOMER][POSITIVE] Oh yes ma'am I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] Does that have to be placed in the mail or can that be emailed back?
[AGENT][NEUTRAL] It can be emailed back and I've got [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's yeah, underscore.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I will get that right to you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you so much thank you so much bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Mhm. Goodbye.