AccountId: 011433970860
ContactId: dde1f163-3201-4836-9f5e-47e0060c79e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295529 ms
Total Talk Time (AGENT): 138694 ms
Total Talk Time (CUSTOMER): 86149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/dde1f163-3201-4836-9f5e-47e0060c79e0_20250509T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling about a policy number on how to cancel a policy.
[CUSTOMER][NEUTRAL] Uh, can I give you the policy? I am not, I'm not the owner. I'm calling for my sister who cannot speak, and I'm just wanting to know what your policy is on canceling canceling the policy.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK [PII] um first can I get your callback number just in case the call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you, sir. And then,
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] It's 980083618.
[AGENT][NEUTRAL] OK, let me look that up and you're calling today because you just want information on how to cancel, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. All right, let me look up that.
[CUSTOMER][NEUTRAL] You're, you
[CUSTOMER][NEUTRAL] Hey dear.
[AGENT][NEUTRAL] It's gonna be just a moment. I'm trying to pull it in.
[CUSTOMER][NEUTRAL] You go right ahead.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK. And you said that Ms. [PII] is your sister, is that correct?
[CUSTOMER][NEUTRAL] Yes, she's [PII] old and she has Medicare and Tricare for Life and uh we don't see for a canceled policy and she has all those other coverages.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. OK. Is she able to just give me a verbal OK that it's OK to discuss the policy with you, [PII]?
[CUSTOMER][NEUTRAL] Well she's not here and she has aphasia so she can grunt to you uh and so hopefully OK OK uh I just need to know how to cancel it. Do I send you a letter or I just call the bank and tell them to stop the draft?
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, so what you'll need to do, yes sir, I understand what you'll need to do is um she can send in an email to the care team and let me give you that email address.
[CUSTOMER][NEUTRAL] That's all I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on a second, AM [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um that
[AGENT][NEUTRAL] We'll also need to be sent with a change request form and I'm gonna tell you where to get that at.
[AGENT][NEUTRAL] It's the same
[AGENT][NEUTRAL] It's the same, um.
[AGENT][NEUTRAL] Address at the end, [PII].
[AGENT][NEUTRAL] And when you go into the website.
[CUSTOMER][NEUTRAL] OK. OK, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When you go on the website, you can.
[CUSTOMER][NEUTRAL] So I go to
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] You'll go to [PII] and you'll go to claims and forms and you're gonna choose the policy owner's request for policy change form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you will fill that out and send it in the email, that should be able to take care of it for you. And the policy will be um canceled and then a letter will be sent to the insured, um.
[AGENT][NEUTRAL] To confirm the cancellation.
[CUSTOMER][NEUTRAL] OK, so the website, what is the website again that I need to go to?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it you have a wonderful day.
[AGENT][POSITIVE] It's no problem. You too, Mr. [PII]. I hope you guys have a blessed weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Uh thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, sir.