AccountId: 011433970860
ContactId: ced7cbd2-3155-4858-9411-3e47bd37f35c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245220 ms
Total Talk Time (AGENT): 82238 ms
Total Talk Time (CUSTOMER): 78887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ced7cbd2-3155-4858-9411-3e47bd37f35c_20250411T17:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I wanted to uh find out what do I need to do to cancel my policy. I recently turned [PII] and I qualified for Medicare.
[AGENT][NEUTRAL] OK. Um, do you
[CUSTOMER][NEUTRAL] So I wanted to go.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] It's 607292.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a good callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just need a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And you're wanting to cancel the policy, is that correct?
[CUSTOMER][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] I'm on a, uh, I'm on a call, but yeah, I got it on hold. Yeah, the dogs are outside. Yeah, they're.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, thank you so much for holding. OK, I'll get that policy. We can get that canceled effective today, and then we will be mailing you a letter, um, that states that it was canceled.
[CUSTOMER][POSITIVE] OK, and that's effective today.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um, so will I get with, OK, so will I get any type of refund?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I don't really know. OK, so like if I, if I've paid.
[CUSTOMER][NEUTRAL] Let's see, this is April, so April pays for May, right?
[CUSTOMER][NEUTRAL] Because I pay it in advance.
[AGENT][NEUTRAL] Uh, it looks like you are paid to date is [PII].
[AGENT][NEUTRAL] So it doesn't look like we've gotten maize yet, so there wouldn't be any refund on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, alrighty, so can you give me a confirmation number or anything for this?
[AGENT][NEUTRAL] Um, you can just, we don't really have any confirmation number. You'll get a letter in the mail, but you can take my name, um, which my name is [PII], and then the [PII] is [PII], and then today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so you're gonna, uh, we'll send you'll send the letter.
[AGENT][NEUTRAL] Yes, we'll send a letter confirming that the policy is canceled.
[CUSTOMER][NEUTRAL] That asking
[CUSTOMER][POSITIVE] OK, OK then, thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too hon bye bye.
[AGENT][NEUTRAL] Alright, bye.