AccountId: 011433970860
ContactId: 0ba9c842-ab79-46c1-bc7a-d0b0035cc828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225839 ms
Total Talk Time (AGENT): 104973 ms
Total Talk Time (CUSTOMER): 63796 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0ba9c842-ab79-46c1-bc7a-d0b0035cc828_20250113T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII]. I work for Progressive Screens here in [PII]. Um, you guys sent us an invoice for, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It looks like for life insurance and we need to cancel it um we have a new life insurance program through corporate and we just need to cancel this uh I just received the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the group number [PII]?
[CUSTOMER][NEUTRAL] 25907.
[AGENT][NEUTRAL] OK, and I'm gonna get you the group billing for you to uh cancel that but give me one moment to locate that.
[AGENT][NEUTRAL] Um, group number.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] And [PII], may I please have uh a contact number for you?
[CUSTOMER][NEUTRAL] Yes, my number here is [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and your position at the company [PII]?
[CUSTOMER][NEUTRAL] Uh, office manager.
[AGENT][NEUTRAL] Office manager, OK. I just have to ask this they have us do this, OK, alright, and do you have a email for your company?
[CUSTOMER][NEUTRAL] So I, I understand.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's my first [PII].
[CUSTOMER][NEUTRAL] With an [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. So let me give me one moment to get your group pulled up and then I'm gonna get you transferred to group billing. I appreciate your patience. Mhm you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold while I do that. Thank you.
[CUSTOMER][NEUTRAL] You got it. You are on hold.
[AGENT][NEUTRAL] R P I Q.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], this is [PII] over in the cancer department. I hope you're doing well this morning. I have a good, I have a Mr. [PII] on the line from Progressive Screens.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he is the office manager. His callback number is [PII].
[AGENT][NEUTRAL] The group number is 259-07. He's calling because he says he just received a bill and he wants to cancel because they have another company that they have the same type of insurance through now. Alright, you ready for a minute, uh, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it, yeah, you can go ahead and send them.
[AGENT][NEUTRAL] OK, and let me just introduce him. OK, thank you, hold on.
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you for patiently holding. I have [PII] on the line in group billing. She's gonna further assist you, OK? You have an awesome rest of your day and thank you for calling APO.
[CUSTOMER][POSITIVE] You as well. You have a good day. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this