AccountId: 011433970860
ContactId: dd1b13c0-f940-4931-b3a3-672399b50e1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537130 ms
Total Talk Time (AGENT): 237351 ms
Total Talk Time (CUSTOMER): 209866 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/dd1b13c0-f940-4931-b3a3-672399b50e1f_20250127T21:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to see about canceling a policy.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, my friend. And may I get your name, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I do not have it on the paperwork that I am looking at.
[AGENT][POSITIVE] No worries, I can search it with your Social Security if you'd like.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I've have I've got an account number. Would that is that what you're looking at for?
[AGENT][POSITIVE] You know, I could try that for you for sure.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEGATIVE] I don't think that one's gonna be it. It seems like it's about 3 or 4 digits too long.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The bank stuff. OK, I'll give you my social and we can go from there.
[AGENT][POSITIVE] Perfect, let's look it up that way for you my friend.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Whenever you're ready let me know.
[AGENT][POSITIVE] Oh, I'm sorry, I'm ready.
[CUSTOMER][NEUTRAL] OK, it's uh 434.
[CUSTOMER][NEUTRAL] 826-593
[AGENT][NEUTRAL] All right, let me look that up, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], and can you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And all right, I see that you have that dental policy with us and that's the one we're looking to cancel today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Wonderful, I.
[AGENT][NEUTRAL] I'm just going to have you verify just a couple bits of additional information if you don't mind uh verifying your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I think just 2 more things, just the phone number on file, sir, in that email.
[CUSTOMER][NEUTRAL] Uh, phone number on file I'm gonna be taking a shot at because I'm not sure whether it was our cell or whether it home. Uh, the first cell number could be [PII].
[AGENT][NEUTRAL] That was it, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just the email for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty. And let me see what we need to do to get this policy canceled. And you don't have to tell me, but I am curious, is there a particular reason you're looking to cancel your policy today?
[CUSTOMER][POSITIVE] Yes ma'am, after we retired, we're able to get a policy that pays about twice as much and it cost us less money.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, yeah, well that is that makes a lot of sense. I would do the same thing as well.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Show yourself OK.
[AGENT][NEUTRAL] All right, and I should be able to process that for you myself today, um, but give me just a moment. I do have to go in through a different menu to make that change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have you had yourself a fabulous weekend so far?
[CUSTOMER][POSITIVE] We've had a great weekend, a lot better than those days when it, when it was all snowy and everything that we enjoyed the snow but we were glad to see it leave.
[AGENT][POSITIVE] That is wonderful.
[CUSTOMER][NEUTRAL] Uh, we have, uh, about 40 mama goats here on our place and they've been having babies, so it's a lot easier dealing with them when the weather's 60 degrees and when it's 6.
[AGENT][POSITIVE] Absolutely, um, but those baby goats, that sounds wonderful.
[CUSTOMER][POSITIVE] It is we mostly when they get a little bit older and we're not having to milk the mamas and help them learn to suck and all that kind of stuff but uh they, they're a lot of fun and we've enjoyed messing with them over the years.
[AGENT][POSITIVE] Oh, I believe it. I always told myself like someday I'm gonna buy a lot of land, and I want like goats and chickens and bunnies and everything, so.
[AGENT][POSITIVE] Someday it's still a dream. I'm still young enough. I can make it happen.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, I, I, I will tell you this when you get those kind of critters, make sure you put up a real good fence and you have something to protect them from the coyotes and the foxes and stuff like that.
[AGENT][POSITIVE] OK, that is a really good thought, and I heard um
[AGENT][NEUTRAL] Um, well, I know dogs help keep away like the foxes, right? Like having like farm dogs.
[CUSTOMER][POSITIVE] Right, they, they help and you can get some of those, uh, livestock dogs the livestock guardians uh they were they're not, they're not your farm friendly dog, but they're out there with animals and they do a great job as well.
[AGENT][NEUTRAL] No dogs.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I mean, definitely like.
[AGENT][POSITIVE] I think it's so cool that you have goats. I am.
[AGENT][POSITIVE] Oh, I mean jealous is the wrong word, but I'm hopeful someday that will be me too. And I was able to get that policy uh termed for you. I'm just gonna order you a
[AGENT][NEUTRAL] Um, a letter to come to your house just to verify that for you today, my friend.
[CUSTOMER][POSITIVE] Uh thank you very much.
[AGENT][POSITIVE] But yeah, it's my pleasure and then.
[AGENT][NEUTRAL] Let's see, I am so close.
[AGENT][NEUTRAL] And then I will
[AGENT][NEUTRAL] LR 9 yes.
[AGENT][POSITIVE] And just to make sure we are going to the right place for you. It looks like
[AGENT][NEUTRAL] I have your address and I know you gave this to me just a moment ago, but [PII] [PII], is it [PII] MS?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] I think [PII] is [PII]. OK, it is MS, so [PII].
[CUSTOMER][NEUTRAL] That's correct. Where are you located?
[AGENT][POSITIVE] Alright, perfect.
[AGENT][NEUTRAL] I'm in, I'm out of [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Yeah, it's fun.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, we, we travel through there wanna spend a little time going through some of the museums and uh the, the cowboy stuff that they have in around [PII] and um there's a lot of, lot of history that has taken place and we've read about some of the museums and things we'd like to go Cowboy Hall of Fame and different things like that we'd like to come by and see there in [PII].
[AGENT][POSITIVE] You really should. It's a lot of fun. Um, I highly recommend it. And then like,
[AGENT][POSITIVE] We have like uh the Wrestling Hall of Fame too in [PII]. There's just a lot of fun things out here.
[CUSTOMER][NEUTRAL] Uh, we, we have, we intend to spend a few, a few days there in the not too distant future.
[AGENT][POSITIVE] OK, well, we look forward to it. Come on and enjoy it. It's a beautiful state. So [PII], I've got all your stuff taken care of and it's been a pleasure on my part. Is there anything more I can do to take care of you today, my friend?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] No, ma'am, you have done a great job. I appreciate it very much. Hope you have a wonderful rest of this week.
[AGENT][POSITIVE] Likewise you too you take care and we will hopefully we'll see you soon in [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am bye bye.
[AGENT][POSITIVE] My pleasure. Bye-bye.