AccountId: 011433970860
ContactId: be37f870-c177-4a4a-b182-60913e5675c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462440 ms
Total Talk Time (AGENT): 209349 ms
Total Talk Time (CUSTOMER): 165458 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/be37f870-c177-4a4a-b182-60913e5675c4_20250310T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. It's [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How are you there?
[CUSTOMER][POSITIVE] I'm doing good. I have an insured on the phone who called over a month ago to cancel her policies.
[AGENT][POSITIVE] Good, good, good.
[CUSTOMER][NEUTRAL] And she had one of them that looks like did not get canceled and it has bank drafted on her um.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Yeah, let me give you the policy number. It's 720535.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no excuses, just gonna say if I did it, I'm so sorry.
[CUSTOMER][NEUTRAL] And her name?
[CUSTOMER][NEGATIVE] Well, I looked in the notes and I can't see and it must have been on a different policy that the notes were put because I don't see.
[CUSTOMER][POSITIVE] Of course I was going quickly to try to get her some help.
[AGENT][NEUTRAL] Is this the Onen trail?
[CUSTOMER][NEUTRAL] Yes, [PII], and she did verify all of her information.
[AGENT][NEUTRAL] Yeah, it looks like she called and canceled her HI [PII], whatever that is.
[CUSTOMER][NEUTRAL] But, yeah, that's a long HI number, isn't it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] All right. Well, she's had cancer for the month of February now.
[CUSTOMER][NEGATIVE] Yeah, and I apparently this this policy should have been canceled too, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, give me one second if you don't mind. Let me go get the notes on the other policy.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Future lapse data as this policy received from insured. Her phone call from insured verified all info wants to cancel through adding future lapse state is sending LR 90 my genies. No, this is [PII].
[CUSTOMER][NEUTRAL] Did I write that?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Oh my God. OK. I, I, I, I'm going to put in a, uh, hub ticket on this sucker.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And tell her that I will have it reviewed to go back to the to one for the other policy to be canceled.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, OK. I'm sorry.
[CUSTOMER][NEUTRAL] Is it OK for me to let her go through to you now or no or?
[AGENT][POSITIVE] Oh yeah, I'm just, I'm just thinking it out loud scratching my head or we're going that, hopefully that will satisfy, you know, so we can.
[CUSTOMER][POSITIVE] Yeah, she seems, she seems pretty cool about it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I
[AGENT][NEUTRAL] What, what's her name again? I mean, I, no, not yours. I'm sorry. um.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII], it, I, I, I was fussing about this early. Earlier, I wish they, the names would stay in there.
[AGENT][NEUTRAL] All the way through the policy right, put this on through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Bye bye.
[AGENT][POSITIVE] All right. Thank you, dear.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] I can look, I can.
[AGENT][POSITIVE] Good afternoon, Miss uh Miss [PII]. How are you today?
[CUSTOMER][NEUTRAL] Um, can you hang on one quick second? I'm on the other line.
[AGENT][NEUTRAL] Certainly, certainly.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can, I can look in here too, and I can go to the, I can go to the dead files and look and see if there's one in there. Maybe they pulled it.
[CUSTOMER][NEUTRAL] I can do it after the first.
[CUSTOMER][POSITIVE] They send me a credit every month.
[CUSTOMER][NEUTRAL] [PII]. I can send you this. It has our
[CUSTOMER][NEUTRAL] Does it have our account number on there? Yeah, let me forward you this.
[CUSTOMER][NEUTRAL] If that helps the last one I.
[CUSTOMER][NEUTRAL] What I got from them. No, it's a 2024 1.
[CUSTOMER][NEUTRAL] It has our numbers on it.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] I'm trying to find that water bill you asked me for.
[CUSTOMER][NEUTRAL] That's what I'm looking that was what I was in here searching for.
[CUSTOMER][NEUTRAL] Water charges 11:30.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I charge that.
[CUSTOMER][NEUTRAL] OK [PII] hang on
[CUSTOMER][NEUTRAL] Um, go ahead, I'm sorry.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] and.
[CUSTOMER][POSITIVE] I have one phone in one ear and one in the other, yeah, I'm so sorry.
[AGENT][NEUTRAL] It's OK, that is OK. So, uh, this story tells me that you're calling today because we got your HI policy termed, but apparently your cancer policy did not get termed and you were wanting both policies to be termed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I believe I sent a notice with both policy numbers too.
[AGENT][NEUTRAL] OK, alright, so what I am going to do is send a request out for the policy to be reviewed and be terminated. Uh, it, it should have been termed what what's the other one term 31.
[AGENT][NEUTRAL] Let me go back to the
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you want the policy termed 31, just like the hospital indemnity policy was termed.
[CUSTOMER][NEUTRAL] Correct, and I told the lady, um, both policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think I sent it to her in an email. I'll have to get home when I get home, I can send it.
[AGENT][NEUTRAL] OK, can I give you another email um.
[AGENT][POSITIVE] Yes, that would be fantastic if you just go ahead and resend that. I'm trying to hunt one now, you know, anything I can find and, uh, because that way I can attach it to this request for her to be for us.
[CUSTOMER][NEUTRAL] OK, OK, if nothing else.
[AGENT][NEUTRAL] Do you know roughly when you said that?
[CUSTOMER][NEUTRAL] And if nothing else, um, I want it termed in 30 days.
[AGENT][NEUTRAL] A week you're, you, you, you the way you pay on this we can term it today unless you want to go back and get that one month refund.
[CUSTOMER][NEUTRAL] Uh please.
[CUSTOMER][NEUTRAL] No, I'm just not even worried about that right now. I got too much of my life going on, so that's fine.
[AGENT][NEUTRAL] OK. Well, well, I can get that, that's, that's gonna be termed right now and your cancer policy is paid through this month, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, OK, is that it?
[AGENT][NEUTRAL] All right, so, yes, ma'am, you are finished. It is termed. Watch your account. I'm going to have a note that you called and termed it. My name is [PII] and you can call me back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks very much bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Good day.