AccountId: 011433970860
ContactId: c6631b81-3efd-4412-9757-fee731a152d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477170 ms
Total Talk Time (AGENT): 112815 ms
Total Talk Time (CUSTOMER): 174930 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c6631b81-3efd-4412-9757-fee731a152d8_20250128T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I'm trying to figure out, I just had a, a withdrawal out of my checking account for $398. My name's [PII], by [PII] way, [PII]
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] I don't know my policy number and I really actually don't know what kind of policy I have. I think it's uh uh cancer intensive care maybe.
[AGENT][NEUTRAL] OK, I can search it by your name.
[AGENT][NEUTRAL] What state do you reside, [PII]?
[CUSTOMER][NEUTRAL] So do you, do, do you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] By the way, I pick you. I appreciate you picking up so quick. That's awesome.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] Our pleasure. So you, do you have several policies with us?
[CUSTOMER][NEUTRAL] Um, I did it one time, but I think I've canceled an accident policy, but I'm not 100% sure.
[AGENT][NEUTRAL] OK, what's your, what's your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said your premium is $396 or 398?
[CUSTOMER][NEUTRAL] I think I thought it was 398. I'm trying to look it up right now as I'm on the phone, and I, I can't remember if it was monthly, quarterly, yearly. I just didn't remember and when I saw that bill I was like, yeah, I don't know being that high, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh let's see if I can find it, uh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's $396.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I'm probably have the paperwork somewhere.
[CUSTOMER][NEUTRAL] But he used to, I'm a, I was a fireman and he used to come around to the station and we sign up, I do all the paperwork there and I used to keep it in my locker at work. And I've since retired and I'm retired for 7 years now and I can't remember what I did with all that paperwork. I made them thrown some of it away, kept some of it away. I think it was.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know I had an accident insurance policy for sure.
[CUSTOMER][NEUTRAL] And I'm pretty sure I had a.
[CUSTOMER][NEUTRAL] Cancer intensive care, heart attack or whatever policy. I'm not.
[AGENT][NEUTRAL] Right, you have a heart attack, disease, uh-huh. Then you have a cancer policy and an intensive care policy.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I, I, I've canceled the the, the accident insurance, correct?
[AGENT][NEUTRAL] Yes, you did.
[CUSTOMER][NEUTRAL] OK, I thought so once I retired there was no need for it really.
[AGENT][NEUTRAL] Now let's see.
[AGENT][NEUTRAL] I don't think it's annually, but let me verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know it used to come out of my check at work like biweekly.
[CUSTOMER][NEUTRAL] So I don't know. I guess when I retired I did maybe an annual thing. I'm not sure.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It is annual.
[CUSTOMER][MIXED] Annually, OK, good, good. That makes sense, but I wasn't, I just couldn't.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It makes it sound better, not monthly.
[CUSTOMER][NEUTRAL] Oh absolutely, I was hoping it was monthly. I'd have to cancel that. Is is this, is that policy like the, the, the head sheet something you can email me so I can have like a reference to what the what actually what my policy is.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] You know, just the front page and it's cancer or it's like intensive care.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mail me something that email. I'm, I'm sure everybody's doing emails these days.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see if it's in your file.
[AGENT][NEUTRAL] OK, I'm gonna have to request to be uploaded into your file annual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At which point we can get it emailed over to you.
[CUSTOMER][NEUTRAL] OK, do you have an email address for me on file? Do you know?
[AGENT][NEUTRAL] Uh-huh. Did you verify your date of birth for me?
[CUSTOMER][NEUTRAL] I did not, but I can.
[AGENT][NEUTRAL] Or did I yeah, verify your date of birth and your email.
[CUSTOMER][NEUTRAL] It it's
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And the email is [PII] all lower case.
[AGENT][NEUTRAL] Uh, you said [PII]
[CUSTOMER][NEUTRAL] [PII], yes ma'am, [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Got it. OK, and then we verified your uh address earlier.
[AGENT][NEUTRAL] Um, I actually did not have an email address on, on file for you, so I will add this one [PII].
[CUSTOMER][POSITIVE] Yes you did.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so we got that added then I'll request the policy be uploaded into your file.
[AGENT][NEUTRAL] And then we can get it emailed over to you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alrighty, any other questions, [PII] I can help out with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. You solved all my problems, and I surely appreciate it.
[AGENT][POSITIVE] All right, that's good to hear.
[AGENT][POSITIVE] Alright, well, no other questions. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. You, you're quite welcome. You as well. Thank you.
[AGENT][NEUTRAL] Um bye bye.
[AGENT][NEUTRAL] Bye bye.