AccountId: 011433970860
ContactId: cc265490-56ee-442b-adba-272ed3aff2cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287290 ms
Total Talk Time (AGENT): 102854 ms
Total Talk Time (CUSTOMER): 154224 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/cc265490-56ee-442b-adba-272ed3aff2cf_20250218T16:30_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. I'm calling on behalf of my mother-in-law, [PII].
[CUSTOMER][NEUTRAL] And I can give you her policy number.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] 01417583
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, there she goes.
[AGENT][NEUTRAL] OK. And how may I assist you today?
[CUSTOMER][NEUTRAL] Well, I've got a, I've got a couple of questions. So this policy here, does it, does it build up any, any kind of equity or anything in it, or is it just?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Pay as long as you live or whatever.
[AGENT][NEUTRAL] No, sir. Uh, it's just a cancer policy.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, so it doesn't doesn't build up anything, right?
[AGENT][NEUTRAL] Uh, no, it doesn't.
[CUSTOMER][NEUTRAL] OK, well, we want to cancel this because I mean she's [PII] old and then and then she's got a supplement plan that you know it would cover her in case she did something did come up but you know this.
[CUSTOMER][NEGATIVE] It was just like $70 a month. I, I feel like when she does too feel like it's uses for nothing, so.
[AGENT][NEUTRAL] Um, is Ms. [PII] there with you?
[CUSTOMER][POSITIVE] She sure is OK.
[AGENT][NEUTRAL] OK, give me OK.
[CUSTOMER][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, is this Ms. [PII]?
[CUSTOMER][NEUTRAL] There is, yes.
[AGENT][NEUTRAL] Yes, ma'am, verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And ma'am, I just have to say you sound fantastic to be [PII].
[CUSTOMER][NEGATIVE] Well, uh, you don't know what I'm sitting here with a broken finger in three places.
[AGENT][POSITIVE] Oh, bless your heart. I hope you get better soon. We good.
[CUSTOMER][POSITIVE] Uh, I'm recovering. I'm recovering from it. I, it, it happened right before [PII] and I'm recovering from it. I've got excellent care and I'm recovering from it.
[AGENT][NEUTRAL] Oh, we.
[AGENT][POSITIVE] Good deal.
[AGENT][POSITIVE] All right. Well, uh, I hope you feel better and um a speedy recovery for you.
[CUSTOMER][NEUTRAL] OK, but we just don't see any need to keep this, you know, uh, it, I'm out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, no, I, we just don't see any need to keep it anymore. And [PII] has power of attorney and he's my son-in-law and my daughter has passed away, both of them and he's the one that takes care of me and my best.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, it's always good to have family members or someone that's able to assist you.
[CUSTOMER][NEUTRAL] And he's, yeah, and he's as honest as the day is long.
[AGENT][POSITIVE] Good deal. Give me one moment, see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, uh, I can go ahead and have uh send a request to have your policy canceled for you, Ms. [PII].
[CUSTOMER][NEUTRAL] And OK, and you know I have a bank draft on it.
[AGENT][POSITIVE] I do show that, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yes, I will go ahead and send a request to have it canceled. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I don't guess is it [PII] it anything else.
[CUSTOMER][NEUTRAL] Oh, no. He said no, so I guess.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Uh, OK, Miss, uh, [PII].
[CUSTOMER][NEUTRAL] That's what I'd say, but I want to get his opinion too.
[AGENT][NEUTRAL] Oh no, I understand.
[CUSTOMER][NEUTRAL] We just don't see any need to have it anymore because my other insurances would take care of it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I understand, yes, ma'am. Uh, well, you have a great day. You are so welcome. Oh, and we appreciate your, uh your business.
[CUSTOMER][POSITIVE] And I appreciate it all these years.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Thank you, ma'am. I'll get this taken care of for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You have a fantastic day and have a speedy recovery again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you I'm doing well thank you.
[AGENT][POSITIVE] Good, good. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][POSITIVE] Well, that's easy.