AccountId: 011433970860
ContactId: 06a27eb3-0b93-465e-a473-afbbc7e3072a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139740 ms
Total Talk Time (AGENT): 48457 ms
Total Talk Time (CUSTOMER): 36746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/06a27eb3-0b93-465e-a473-afbbc7e3072a_20250506T18:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Life. This is. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, hi, uh, I'm calling to uh verify my services are canceled.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 43388.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify a
[AGENT][NEUTRAL] Mailing address and an email address please.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. You were calling in to see if the policy was active or had it turned.
[CUSTOMER][NEUTRAL] Yeah, I'm calling to see if it's, uh, been canceled.
[AGENT][NEUTRAL] OK, let me check that for you.
[AGENT][NEUTRAL] So as of right now it is still showing that your policy is currently active.
[CUSTOMER][NEGATIVE] That should have been canceled because I haven't been working for that company for 2 weeks now.
[AGENT][NEUTRAL] OK, you would have to contact them to have them to submit something in us to let us know that it's canceled, but we as of right now it's still showing that it's active in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[AGENT][POSITIVE] OK, well thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank