AccountId: 011433970860
ContactId: 0e684324-388e-4972-bf58-4eeaecff09ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282209 ms
Total Talk Time (AGENT): 59506 ms
Total Talk Time (CUSTOMER): 29551 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0e684324-388e-4972-bf58-4eeaecff09ba_20250123T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I have a uh plan with you guys and I just need to cancel it.
[AGENT][NEUTRAL] All right, I can assist you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do. It is 757-021.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I'm showing that your policy is paid through [PII], so we can cancel this with the um term date of [PII]. Is that OK?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEGATIVE] I'm canceling that for you. What is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm just checking, bear with me just one second.
[AGENT][NEUTRAL] I'm sorry, it just takes me just a minute.
[CUSTOMER][POSITIVE] You're good, no worries.
[AGENT][POSITIVE] Appreciate it.
[AGENT][POSITIVE] Just a few more seconds and I'll have that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I have issued that to be canceled effective [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Well, it has been a pleasure to assist you and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well. Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.