AccountId: 011433970860
ContactId: e1e0c08a-4048-4a27-96a9-58737ac9ace8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199009 ms
Total Talk Time (AGENT): 105031 ms
Total Talk Time (CUSTOMER): 71719 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e1e0c08a-4048-4a27-96a9-58737ac9ace8_20250304T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] group billing. I have uh insured on the phone policy number 618.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] Um, and this is for [PII], but this is [PII] on the phone, the husband, and they are just wanting to, uh, cancel the policy.
[AGENT][NEUTRAL] OK, is Ms. [PII] there with him?
[CUSTOMER][NEUTRAL] Yes, she is in the background.
[AGENT][POSITIVE] OK, all right, thank you, ma'am.
[CUSTOMER][POSITIVE] Alright, here he comes, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing?
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][POSITIVE] Good, uh.
[CUSTOMER][NEUTRAL] I have an old, I have an old policy I would like to, I would like to cancel it.
[AGENT][NEUTRAL] All right, Mr. [PII], let me take a look here.
[AGENT][NEUTRAL] All right, and this is the intensive care policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, Mr. [PII], is Ms. [PII] available for just a second? I just need to get permission from her.
[CUSTOMER][NEUTRAL] I, yes, right here.
[AGENT][NEUTRAL] Hi Ms. [PII], how are you?
[CUSTOMER][NEUTRAL] I'm right, but they, I think they were saying that was only good through all that. Oh, OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I just need to hear your request, uh, to cancel this policy in full today.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, we'll cancel it then please.
[AGENT][NEUTRAL] All right, Ms. [PII]. I'll get that done for you. And I'm gonna send you a letter in the mail letting you know that it has been terminated, um, effective [PII], um, because your draft hasn't gone through yet. So, um, we can cancel it effective for [PII]. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][POSITIVE] All right. Well, I'll get that done. Was there anything else I could do for y'all today?
[CUSTOMER][NEUTRAL] I wanna make sure you have the right address.
[AGENT][POSITIVE] All right, perfect. Go ahead and verify that for me, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Yes, sir. That's the one I've got.
[CUSTOMER][NEUTRAL] So when we, when she took out this policy.
[CUSTOMER][NEUTRAL] 30 years ago, we were at a different address.
[AGENT][POSITIVE] Yes, sir. I understand. We have that a lot where uh these older policies, so I'm glad we did verify that and um I'll get that sent out to y'all. Uh, you sure there's nothing else I can do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I don't think so thank you very much [PII].
[AGENT][POSITIVE] No problem Mr. [PII] y'all have a wonderful day and thank you all so much for uh being loyal APL customers, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm bye bye.