AccountId: 011433970860
ContactId: f4402e2d-80d5-41b6-bf74-8ca05fbe0e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323269 ms
Total Talk Time (AGENT): 120011 ms
Total Talk Time (CUSTOMER): 67303 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f4402e2d-80d5-41b6-bf74-8ca05fbe0e5c_20250106T21:09_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. How do I go about canceling on my policy?
[AGENT][NEUTRAL] And um you want to go about canceling your policy you said my friend?
[CUSTOMER][NEGATIVE] I want to cancel my cancer policy.
[AGENT][POSITIVE] OK, OK, yeah, I'd love to help you with that today. Do you mind if I get
[AGENT][NEUTRAL] The policy number, please?
[CUSTOMER][NEUTRAL] I don't have the policy. This was an old group policy and I have no idea what it is.
[AGENT][POSITIVE] OK, yeah, I can try searching that for you.
[CUSTOMER][NEUTRAL] I can give you my, I can give you my social number if you want that?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and I just want to make sure I caught it all correct. I'm gonna read it back to you, OK? I have [PII]. Did I get you correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All right, wonderful. And let's.
[AGENT][NEUTRAL] See, and what was your first and last name, my friend?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, do you mind if I get your first and last name as well?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, Ms. [PII]. I see that policy here. Would you mind verifying for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And I do just need to verify a few additional pieces of information before I help you cancel that policy, Ms. [PII]. If you could verify for me your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect thank you so much and if you don't mind giving me just a minute, I'm gonna work on getting that done, but I'm gonna have you hang out on the phone with me just so.
[CUSTOMER][NEUTRAL] OK, it's done on the draft now.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] They do a draft on it each month. They do a draft on it each month.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, once the policy gets canceled, they will no longer draft it for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is an old old policy and
[AGENT][NEUTRAL] Yeah it looks like you've had it since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEGATIVE] So it's doesn't pay worth what's going on right now.
[AGENT][POSITIVE] Oh, yeah, I'm sorry about that.
[AGENT][NEUTRAL] Alright, one second. I don't know why it's giving me this error, but I'm gonna try it again.
[AGENT][POSITIVE] All right, I have step 1 done. I'm gonna work on step 2 and then I'll let you know we're good to go, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, my friend, you are all set on my side. What I'm gonna do is I'm gonna have a request get sent out for you. Um, they'll mail you out a letter um confirming the cancellation of your benefits, and if there is anything else we can do for you, you just feel free to give us a call, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, Ms. [PII]. Thank you so much for calling us and that's it. You take care, my friend.
[CUSTOMER][NEUTRAL] That's all we need.
[CUSTOMER][NEUTRAL] Oh, OK. Goodbye.
[AGENT][POSITIVE] Bye bye. Thank you.