AccountId: 011433970860
ContactId: e9ea266d-75ec-4ca4-b7d5-2dd36edada32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192910 ms
Total Talk Time (AGENT): 75852 ms
Total Talk Time (CUSTOMER): 49279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e9ea266d-75ec-4ca4-b7d5-2dd36edada32_20250501T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, we've just discovered, my wife has that uh we're paying into some kind of policy, um, which we've had for a long time, and I kind of wanna know exactly what it is.
[AGENT][NEUTRAL] OK. Do you
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] have the policy number by chance?
[CUSTOMER][NEUTRAL] Yes, 508-575.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it looks like the policy, it's, it's for yourself.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And this is an accident policy?
[AGENT][NEUTRAL] Um, let me pull up what it covers.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'm pulling it up. Just give me one moment.
[AGENT][NEUTRAL] Um, and it's not a guarantee of payment. It's a basic outline of the policy. So it, it covers just certain things. Um, for example, you have like $1000 benefit for accidental injury, um, accidental death is $10,000 ambulance, $2500. Um, there's a benefit for hospital confinement of $150 per day. So it's, it's just a, it's like a accidental policy if, if you ever have an accident.
[AGENT][NEUTRAL] It'll pay out certain dollar amounts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'd like to cancel that, please, if I could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that page.
[AGENT][NEUTRAL] OK, I will get that canceled effective today. Um, do look out for a letter. You'll get a letter confirming that it was canceled.
[AGENT][NEUTRAL] And that'll be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate that.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much. Bye bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good evening.