AccountId: 011433970860
ContactId: 15dc5b91-0325-44f9-bcb7-d06e9051412c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166809 ms
Total Talk Time (AGENT): 79905 ms
Total Talk Time (CUSTOMER): 48867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/15dc5b91-0325-44f9-bcb7-d06e9051412c_20250113T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Uh, I had talked to you earlier. I think we got disconnected.
[CUSTOMER][NEGATIVE] But, uh, I talked to my doctors about this. They just call you guys and for what it pays for my doctor visit, it just ain't gonna do me no good, so I need to cancel it.
[AGENT][NEUTRAL] OK, um, I don't think that I was the one who spoke with you, [PII], but that's OK. Um, I'll still get it pulled up here, um, and we'll look at getting that canceled for you. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] That right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 662-04.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Alright [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your um mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information, [PII]. Uh, so this policy would be terminated through um universal tracking your employer, bear with me just a moment, let me get that information for you.
[AGENT][NEUTRAL] Alright, so I can give you that phone number and I can go ahead and transfer you now if you'd like.
[CUSTOMER][NEUTRAL] You can transfer him.
[AGENT][NEUTRAL] OK, did you want the phone number first in case there's a disconnect or did you want me to just transfer you?
[CUSTOMER][NEUTRAL] Uh, can you email it to me?
[AGENT][NEUTRAL] Um, I can.
[CUSTOMER][NEUTRAL] The the the the
[AGENT][NEUTRAL] Sure, did you want me to just send it to that? 00 no worries, um, did you want me to just send it to that Gmail account that we've got for you?
[CUSTOMER][NEUTRAL] Yeah, because I'm driving, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK alrighty I'll go ahead and did you want me to transfer you now?
[CUSTOMER][POSITIVE] Yes, yes, that'll be fine.
[AGENT][POSITIVE] Alright, I'll do that and then I will send you an email with that information. Um, thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you do same.
[AGENT][NEUTRAL] Just gonna put you on a brief hold while I get them on the line for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh