AccountId: 011433970860
ContactId: c27b1040-36dc-4b77-930c-79918c1d887a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209669 ms
Total Talk Time (AGENT): 84637 ms
Total Talk Time (CUSTOMER): 122569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c27b1040-36dc-4b77-930c-79918c1d887a_20250320T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] My name is [PII], and I'm calling to cancel my cancel policy.
[AGENT][NEUTRAL] OK, I can help you with that. Do you know your policy number?
[CUSTOMER][NEUTRAL] Oh, OK. I got a card that I had since [PII], and the number on here is uh C as in Catherine, A as in apple, 189417. Is that it?
[AGENT][NEUTRAL] Um, I can look it up by that number, yes ma'am.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I really hate to cancel, but I can't, I, I really don't want to cancel, but I, the way things are going with this president, I can't afford no eggs.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, I haven't had this policy ever since [PII].
[AGENT][NEUTRAL] Yes ma'am. OK, now I show you have a, a cancer policy with us and you also have an intensive care policy with us. They're separate, um.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The cancer policy is $29 80s and in intensive care is $2.90 per month. Um, Miss [PII], do you mind verifying your information, make sure we still have current information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], let me see which I, I moved, so I have, do you have [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your, your date of birth and phone number?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII], telephone number [PII].
[AGENT][NEUTRAL] OK, and would you like to put an email address on file with us?
[CUSTOMER][NEUTRAL] I don't have an email.
[AGENT][NEUTRAL] OK, that's fine. OK, and you wanted to cancel the cancer policy. Did you want to cancel the intensive care as well, or?
[CUSTOMER][NEGATIVE] Yes, I want to cancel the whole thing.
[AGENT][NEUTRAL] OK, alright, I do have those canceled for you and I'll get a confirmation letter out in the mail. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Don't
[CUSTOMER][NEUTRAL] OK, I know they took a uh payment out for the month of March. Will they be taking the payment out for the month of April?
[AGENT][NEUTRAL] Uh, no, ma'am, there, there will be no more deductions.
[CUSTOMER][NEUTRAL] OK, I was just wondering so that I know to subtract from my check when I get it. Alright, thank you so much. I, if I, uh.
[AGENT][NEUTRAL] You see.
[CUSTOMER][NEUTRAL] If I get to a point where I can afford this again, can I call back and apply?
[AGENT][NEUTRAL] Uh, you have 6 months and, and you would have to be reinstated with, uh, an application, uh, but you can only do it within 6 months.
[CUSTOMER][NEGATIVE] Oh, I can't do that.
[CUSTOMER][NEUTRAL] Cause I know I got
[CUSTOMER][NEUTRAL] Oh, OK, but.
[CUSTOMER][POSITIVE] You know, OK, it's honest, oh Lord. Well, I know that won't happen. All right. Thank you. Uh, I mean, I've been having this since I've been teaching school, but things are getting tight, so I got to save every dime I can. I'm just a, I'm on a fixed income now cause I'm retired. I've been retired for going on 15 years now, so things are getting tight now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. I just keep my health insurance, everything that I can afford that.
[AGENT][NEUTRAL] All right, well.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling.
[CUSTOMER][POSITIVE] All right. You have a blessed day. All right, bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day too.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][POSITIVE] Bye. Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.