AccountId: 011433970860
ContactId: 0f725621-f588-4703-9bb6-141d4471461e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380260 ms
Total Talk Time (AGENT): 95747 ms
Total Talk Time (CUSTOMER): 40487 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0f725621-f588-4703-9bb6-141d4471461e_20250106T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oh yes, I needed to see about canceling my policy.
[AGENT][NEUTRAL] OK, you're wanting to cancel your coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Miss [PII], what is your call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 00783950.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up.
[AGENT][NEUTRAL] And Ms. [PII], I will need to verify several things with you first for security. So first off,
[AGENT][NEUTRAL] What is the name of the primary insured?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] 2 excuse me, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file for you, Miss [PII] is the same as the one that you gave me. So that is your best callback number, correct?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so just one moment.
[AGENT][NEUTRAL] You doing OK today?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Good, all right.
[AGENT][NEUTRAL] So give me one moment while I'm getting your policy canceled.
[AGENT][NEUTRAL] OK, so let me just verify that that has been processed. One moment.
[AGENT][POSITIVE] OK. So I have gotten that taken care of for you.
[AGENT][NEUTRAL] So your policy has been canceled, yes, ma'am, as of [PII].
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You are certainly very welcome. And is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, thank you again for your business. We've really appreciated it over the years.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, thank you again for calling APL and if that's all that I can help you with, I hope that you have a very nice day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Yes, ma'am. Thank you.