AccountId: 011433970860
ContactId: ed693da7-bed6-4cdb-b79a-2980405b4319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398359 ms
Total Talk Time (AGENT): 126380 ms
Total Talk Time (CUSTOMER): 114508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ed693da7-bed6-4cdb-b79a-2980405b4319_20250320T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in [PII]. Uh, I have
[CUSTOMER][NEUTRAL] Been for years had an account for uh an ICU or CCU in the hospital and it's $9 and it's automatic draft on my bank account. I am recently widowed um $91 and I do not need that $9.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Charge anymore and I need to cancel it, but I can't find my policy or anything.
[AGENT][NEUTRAL] OK, Ms. [PII], don't worry about that. I will make sure I get you taken care of, OK, for canceling your policy. Can you're very welcome. uh, do, do you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You know the policy number if you don't, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] I don't, I don't.
[AGENT][NEUTRAL] OK, what, what is your social?
[CUSTOMER][NEUTRAL] You need my social security number is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's mine. I can also give you my husband's if you need that, that.
[AGENT][NEUTRAL] OK. Let me look, let me look for yours first. And then if we need that, we'll, we'll get that then, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have found you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] And my telephone number is [PII]. You may have a different phone number. I don't know.
[CUSTOMER][NEUTRAL] Um, but that's the one I.
[AGENT][POSITIVE] No, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what other thing did you need?
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me, Ms. [PII]. Appreciate that. All right, let's look and see.
[AGENT][NEUTRAL] I have the policy, the intensive care policy with the premium of $9.
[AGENT][NEGATIVE] And I am getting ready to cancel that policy for you right now.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Let me, let me get that policy number 63,160 is your policy number.
[AGENT][NEUTRAL] It's gonna be just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have that policy canceled, um, effective [PII].
[CUSTOMER][POSITIVE] All right. Thank you very much. Well, uh, they've already taken out my $3 for this month, I mean my $9 for this month.
[AGENT][NEUTRAL] Yes, ma'am. I'm going to um.
[CUSTOMER][NEUTRAL] So that'll be
[CUSTOMER][NEUTRAL] April, the, when it will, won't, won't show up in April, maybe.
[AGENT][NEUTRAL] Right, yes, ma'am. Um, I am also gonna put you on a quick hold, Ms. [PII], so that I can order a letter of cancellation to be mailed to you at your address that you just provided for me, OK?
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, all right.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have you all squared away now. I've got that letter ordered for it to come to you to show that your policy has been canceled, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] All right, thank you, dear.
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed rest of your day and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Well, you have a blessed day too, dear. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.