AccountId: 011433970860
ContactId: b84bba60-fcbe-484f-9b56-40f93e23ea83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267160 ms
Total Talk Time (AGENT): 93865 ms
Total Talk Time (CUSTOMER): 84840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b84bba60-fcbe-484f-9b56-40f93e23ea83_20250114T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I'm I'm calling for my wife [PII], and she's got an American public life policy.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And we were wanting to cancel it and we want to know what we need to do.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Mr. [PII]. Do you have that policy number available?
[CUSTOMER][NEUTRAL] Yes, it is 01594292.
[AGENT][NEUTRAL] Just see let me get that pulled up.
[AGENT][NEUTRAL] 01594292
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And is, is the policy in her name?
[CUSTOMER][NEUTRAL] Yes, it will be uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think I've got it pulled up. What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] What name you got on it.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And it should be under [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I've got it, thank you.
[AGENT][NEUTRAL] Let me just get that pulled up for you, Mr. [PII]. Bear with me just one second.
[AGENT][NEUTRAL] And what is, and I'm a July girl, so I was born on [PII].
[AGENT][NEUTRAL] So Ms. [PII]'s got to be, yeah.
[CUSTOMER][NEUTRAL] Oh, is that right?
[AGENT][POSITIVE] No better than you love babies now.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] What is your current mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][POSITIVE] All right. Thank you. Not a problem. And then what is a good telephone number?
[CUSTOMER][NEUTRAL] Uh, you want hers or mine? Does it make any difference?
[AGENT][NEUTRAL] Uh, it's gonna be hers.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I understand y'all are wanting to cancel the cancer policy.
[CUSTOMER][NEUTRAL] Uh yes ma'am, we have a monthly draft of 2925.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] And is she there to give um permission cause since she is the policy holder?
[AGENT][NEUTRAL] And she tells
[CUSTOMER][POSITIVE] Yes ma'am I'll go I'll go get it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You gotta give them permission.
[CUSTOMER][NEUTRAL] Can you bring your cell phone to me?
[CUSTOMER][NEUTRAL] This is [PII] and Miss uh [PII] has my permission to cancel the cancer policy.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. I appreciate that.
[AGENT][NEUTRAL] And so what's gonna happen is I have got your policy lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will be
[AGENT][NEUTRAL] Let me get the
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, to pull up one other thing.
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you'll receive a confirmation letter regarding canceling the policy.
[CUSTOMER][POSITIVE] OK appreciate it.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that'll do it. I appreciate it.
[AGENT][POSITIVE] Oh, it's been a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You do.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. today up here.