AccountId: 011433970860
ContactId: b5efccbf-3b0e-48c6-934c-397a0367c674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353320 ms
Total Talk Time (AGENT): 213326 ms
Total Talk Time (CUSTOMER): 112299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b5efccbf-3b0e-48c6-934c-397a0367c674_20250210T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and billing. How are you?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] I'm OK, so I just got a transferred call that it's an individual. She's not in group billing, so I'm not able to cancel her policy. Um, she's wanting to cancel and we just recently had a transaction go through. She's wanting to get a refund for this month, so she's wanting to cancel it back to the [PII]. I've already explained to her that we wouldn't be able to cancel it until or not cancel, we wouldn't be able to refund until it cleared.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But she's wanting to go ahead and get it canceled. I unfortunately can't do that.
[AGENT][NEGATIVE] I can help her with getting it canceled, but she just called today wanting to cancel.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I don't know if she'll get that back. I'll have to ask for approval on that. What's her policy number?
[CUSTOMER][NEUTRAL] It is 1783889.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So Miss [PII]?
[AGENT][NEUTRAL] Yes, ma'am. I've got her. Do you have her call back?
[CUSTOMER][NEUTRAL] And [PII], yes ma'am. It's the one on the screen, um [PII].
[AGENT][NEUTRAL] OK, that's fine. No, if it's.
[CUSTOMER][NEUTRAL] And [PII], um, I apologize, I don't know what department she came from. She said that she already vetted her, I mean, not vetted her verified her.
[AGENT][POSITIVE] OK, no problem. She's from the care team. I got it, girl. Thank you.
[CUSTOMER][POSITIVE] All right. No problem. I'll get you right to her.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[AGENT][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Yes ma'am. Alright I have [PII] on the phone and she's gonna help you with getting this policy canceled.
[CUSTOMER][POSITIVE] OK, alright, thank you, yes ma'am, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, you too. Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Just fine, thank you.
[AGENT][NEUTRAL] Got your information pulled up and from what she explained to me, you're wanting to cancel your policy and see about getting the transaction that was drafted you recently reimbursed.
[CUSTOMER][NEUTRAL] Yeah, it, it hasn't gone through my bank yet. It's just pending.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I can definitely cancel it for you today, um, since you did call today, it's the [PII] and that premium that came out was actually for the month of February, but I'm gonna have to get with my supervisor to see if we can reimburse that premium back to you. Um, normally we don't, but I'll have to just let her know that you in fact inquired about it and if we do happen to.
[AGENT][NEGATIVE] Refund it, we are gonna have to wait at least 14 business days to make sure the transaction went through and processed and came back. Um, I do understand it's pending, but unfortunately that does take 2 to 3 business days as far as when we pull the draft and it cleared your bank account, we can't pull it back unfortunately. So, um, again, I am gonna cancel the policy for you and.
[AGENT][NEUTRAL] Based on what she's, you're telling me if she approves it, we can do the [PII] and we'll refund, but if not, it'll be [PII] since that's what you're currently paid to today.
[CUSTOMER][NEUTRAL] OK, um, I, I didn't, I didn't realize it was in arrears. I was thinking it was the March for the March payment.
[AGENT][NEUTRAL] No, ma'am, it's for the month that you're in. So if you want we can we can go ahead and cancel it [PII], but the draft that was pulled was actually for the month that we're in.
[CUSTOMER][NEGATIVE] OK, yeah, yeah, go ahead and, and cancel it.
[AGENT][NEUTRAL] So do you
[AGENT][NEUTRAL] OK, so do you want to do it for the [PII] date?
[AGENT][NEUTRAL] Or do you wanna see?
[CUSTOMER][NEUTRAL] For the cancellation?
[AGENT][NEUTRAL] Yes, ma'am, because if, like I stated, normally we, we can go back in some cases and do [PII], but that's if we had received something in writing. That's why I'm telling you I'm gonna have to get with my supervisor to see if she will allow me to go back to [PII], um, and if we do.
[AGENT][NEUTRAL] Get a chance to do the [PII] day, we can refund the February premium, um, but we do have to wait 14 business days to make sure it clears.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, um,
[AGENT][NEUTRAL] So, do you want February or March?
[CUSTOMER][NEUTRAL] I guess just make it go to March. I, I'm, I mean since y'all already drafted it and everything, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Yes, ma'am. OK. So if we're gonna go ahead and cancel it for you today, effective [PII], so you will have coverage for the next 28 days in the month. Um, and then you're also gonna receive a confirmation letter that you'll get in the mail within 5 to 7 business days. Um, and since I am sending you a letter, Ms. [PII], I know you verified it, but can you re-verify your mailing address for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], and that is what we have on file. So, I'm officially canceling your policy effective [PII]. I'm gonna send you a confirmation letter that you'll get in the mail within 5 to 7 business days. Is there anything else I can help you with today before you go?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] No problem at all, Ms. [PII], and thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye.