AccountId: 011433970860
ContactId: fb00ac3f-ed74-4aca-9052-da46ec7b10a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549500 ms
Total Talk Time (AGENT): 195440 ms
Total Talk Time (CUSTOMER): 230436 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/fb00ac3f-ed74-4aca-9052-da46ec7b10a0_20250310T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] in [PII]. Um, I have got a
[CUSTOMER][NEUTRAL] What is it called? Group hospital indemnity policy I'd taken out a year ago. Um, I don't really feel I need that anymore. How do we get that canceled?
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you uh with canceling your policy. Can you please give me your policy number, ma'am?
[CUSTOMER][NEUTRAL] Yes, 02483130.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then uh for security reasons can you please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] I'm not sure if it's if it's my home address it's [PII]. Um, is that the one that you have? If it's not that I'll give you my office.
[AGENT][NEUTRAL] Yes ma'am, that's the one I have.
[CUSTOMER][NEUTRAL] That's the one. OK, um, and then what else did you need? Phone number?
[AGENT][NEUTRAL] Your phone number and email address please.
[CUSTOMER][NEUTRAL] Phone number would probably be my I don't know if it's my cell or my office we'll try that again [PII].
[CUSTOMER][NEUTRAL] If that's not it I'll give you my office number.
[AGENT][NEUTRAL] Yes ma'am, it looks like I might have your office number.
[CUSTOMER][NEUTRAL] Alright, that's [PII].
[AGENT][POSITIVE] Thank you and it looks like I also have your work email address if you can verify that.
[CUSTOMER][NEUTRAL] Um, it could be [PII] because that's easier than [PII].
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When people ask me over the phone, uh, people can handle [PII] better than they can handle Revely well.
[AGENT][POSITIVE] Yes, yes, and I love [PII]. I have done, um, I had to use them a few years back and they were just, everybody was just so, so nice and so polite with me when they helped us, um.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] OK, so I'm looking at your policy and I show that you're still on the group associate for independent and financial.
[AGENT][NEUTRAL] Um, and then yeah.
[CUSTOMER][NEUTRAL] Right, independent financial partners.
[AGENT][NEUTRAL] Yes, so in order to cancel this policy you'll have to go to your HR department and let them know that you're wanting to cancel the policy and the reason is because with when you're with the group.
[AGENT][NEUTRAL] It is payroll deducted so we can't cancel it on this end because it would not stop your payroll deduction.
[CUSTOMER][NEUTRAL] And see it's not payroll deducted it comes directly out of my personal checking.
[CUSTOMER][NEUTRAL] Account every month.
[AGENT][NEUTRAL] OK, well, I'm showing.
[CUSTOMER][NEUTRAL] Because we never we never set it up as a group we never set it up as a group plan with IFP um I'm the owner one of the owners so um so, so, um, it's it, it doesn't even it doesn't even touch payroll anywhere that would be nice because then it might have been tax deductible but um.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] I it was presented to us kind of individually. I'm like, OK, I'll do this um and I know at least just myself and one other staff member went with the coverage, but both of us it's it's just taken directly from our bank account, not out of our payroll.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I am showing though that it's still set up with the group, um, which means the group sends in the payment and in order to get it off the group you'll have to, if you're the person that does that, you'll have to send in an email um stating that the policy needs to be lapsed.
[CUSTOMER][NEUTRAL] And that would just be for my own.
[AGENT][NEUTRAL] Right, um, let me give you the email address too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you'll send that to, it's [PII]
[CUSTOMER][NEUTRAL] Oh hang on you're you're, you're.
[CUSTOMER][NEUTRAL] You were breaking up a little bit. Say, try again.
[AGENT][POSITIVE] I'm so sorry. I'm so sorry. It's [PII].
[AGENT][NEUTRAL] TEAM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So you said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII] and then that's just gonna be kind of in reference to um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Lapse policy.
[AGENT][NEUTRAL] Right with group 18126.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 8126 and then my policy certificate is what identifies which one that we need to cancel.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah no.
[CUSTOMER][NEUTRAL] Uh, let's see 02483130 and I just tell them to please um.
[CUSTOMER][NEUTRAL] Oh, the above reference policy.
[CUSTOMER][NEUTRAL] Um, do I need to say a date or anything or just saying?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] The policy, your policy is paid to [PII].
[CUSTOMER][NEUTRAL] It's already paid through there.
[AGENT][NEUTRAL] Right, for [PII].
[AGENT][NEUTRAL] That's the pay to date.
[CUSTOMER][POSITIVE] Alright, so I'll just send that to them it's kind of short and sweet.
[CUSTOMER][NEUTRAL] OK. Um, and I guess they can give me a call if there's any questions.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And this is just strictly for that group group hospital indemnity policy.
[AGENT][NEUTRAL] Right, for the hospital indemnity policy.
[CUSTOMER][NEUTRAL] Cause I've got
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty, I'm gonna send that on its way and hopefully that'll take care of that. I I imagine will they send me some type of a notice or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you'll receive a.
[CUSTOMER][NEUTRAL] For confirmation if it's been handled.
[AGENT][NEUTRAL] Yes, you'll receive a letter in the mail that the policy has been canceled once the policy is canceled.
[CUSTOMER][POSITIVE] Sounds good. All right, I appreciate your help.
[AGENT][POSITIVE] It's no problem at all, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] No, no, [PII], I think that's, I think that's it.
[AGENT][POSITIVE] Awesome. OK. Well, I hope you have a wonderful week. Thank you. And thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thanks alright bye bye.