AccountId: 011433970860
ContactId: d9ce9748-43ff-4e31-a711-dad226f9e565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366630 ms
Total Talk Time (AGENT): 130635 ms
Total Talk Time (CUSTOMER): 117447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d9ce9748-43ff-4e31-a711-dad226f9e565_20250106T21:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I was calling to, uh, cancel my policy with you all.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, please, sir?
[AGENT][NEUTRAL] That you're wanting to cancel?
[CUSTOMER][NEUTRAL] I, I don't
[CUSTOMER][NEGATIVE] I don't have it with me. Um, it's been on auto draft since I worked in another [PII], and I just got married and moved and I need to cancel it.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, what is your social security number and I could pull your policy in that way.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you up that way, sir.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then for security reasons I'll need for you to verify your address, phone number and email address that we have on the file for you.
[CUSTOMER][NEUTRAL] Oh God, I've moved since then. It's either going to be.
[CUSTOMER][NEUTRAL] Um, on [PII], is that the one pop up?
[AGENT][NEUTRAL] No, this one's in [PII].
[CUSTOMER][NEUTRAL] Oh, that would be um.
[CUSTOMER][NEUTRAL] Oh God, I just moved there. That is on um.
[CUSTOMER][NEUTRAL] That's why I moved there from there 2 years ago. Oh God, it is um.
[CUSTOMER][NEUTRAL] I can't remember the address right off that it is.
[CUSTOMER][NEUTRAL] I'm so sorry. Let me, I can't, I don't know where I can pull it up, but the address is in [PII]. It's on, uh, the zip code is [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh, [PII], I think that's it.
[CUSTOMER][NEUTRAL] No, that's bas I'm sorry, [PII].
[CUSTOMER][NEGATIVE] I can't, I can't recall it right now. I'm sitting in the doctor's office. I'm trying to get it canceled so I don't have to pay it anymore.
[AGENT][NEUTRAL] I understand that in order for me to be able to cancel it though, you'll have to go through.
[CUSTOMER][NEUTRAL] Is it is it is it [PII] is [PII]?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] God, I can't remember what it is.
[AGENT][NEUTRAL] What is, can you give me your email address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to um call you back on just in case we were disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] OK, um, I'll need for you to be able to verify for security reasons that address that.
[AGENT][NEUTRAL] You had um in [PII]?
[CUSTOMER][NEUTRAL] Uh, hold on one second, let me see if I can look it up.
[AGENT][POSITIVE] Yes, sir. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes sir, that's it, yay, thank you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Yes sir, that's the one I'm showing for you, good deal. OK, so you're wanting this policy is the only active policy that I see for you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is your, let me tell you what kind of policy it is, it's your renewable 20 year renewable term life insurance, is that the one you're wanting to to cancel?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have got the policy canceled for you.
[CUSTOMER][POSITIVE] OK, thank you so no no more.
[AGENT][NEUTRAL] Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][NEUTRAL] Sir, yeah, go ahead.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[CUSTOMER][NEUTRAL] Alright, well I get an email notification of that.
[AGENT][POSITIVE] You're welcome you have a blessed day.
[CUSTOMER][POSITIVE] Alright appreciate it.
[AGENT][NEUTRAL] You're gonna get uh
[AGENT][POSITIVE] Yes, sir. Thank you, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is there anything else you need from me or?
[AGENT][NEUTRAL] No, sir, that's all.
[AGENT][POSITIVE] We appreciate you calling APL. You have a great day, sir. um bye bye.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.