AccountId: 011433970860
ContactId: 003b02da-4846-4988-9c34-e50fd9c38f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59930 ms
Total Talk Time (AGENT): 18227 ms
Total Talk Time (CUSTOMER): 34879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/003b02da-4846-4988-9c34-e50fd9c38f22_20250205T17:41_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh I have a cancel insurance thing with y'all. Is this through Allstate?
[AGENT][NEUTRAL] Now this is with the APL.
[CUSTOMER][NEUTRAL] OK, well, I, oh, well, I don't know if I messed up something or what I did today.
[CUSTOMER][NEUTRAL] But I faxed something out to Allstate that I had to fax off and then it was a cash out.
[CUSTOMER][NEUTRAL] I don't think it was a cancel insurance and I got off the phone with one woman while I go to call the insurance cancel insurance policy.
[CUSTOMER][NEUTRAL] I think it's something had to do with y'all.
[AGENT][NEUTRAL] OK. Well, let's take a look. Let's see if I can help you, Mr. [PII]. What is your policy number with ABL? Do you have that available?
[CUSTOMER][NEUTRAL] I don't really know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's 256. I think it's 256.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Oh, hold on, they called me right this, hold on.
[AGENT][NEUTRAL] OK.