AccountId: 011433970860
ContactId: 1b325a0d-dbd4-4906-bd92-f539aa0876b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544419 ms
Total Talk Time (AGENT): 85250 ms
Total Talk Time (CUSTOMER): 71399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/1b325a0d-dbd4-4906-bd92-f539aa0876b8_20250131T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Uh, I need to cancel policy.
[AGENT][POSITIVE] OK, I'm sure I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] It's for [PII]
[AGENT][NEUTRAL] OK, um, do you have the policy number, Miss?
[CUSTOMER][NEUTRAL] I don't know, but does is it there's a um ID number on my bank because it automatically comes out the bank would that be it the PPD ID?
[AGENT][NEUTRAL] No, that's not it. Mm mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, may I have
[CUSTOMER][NEUTRAL] No, then I don't.
[AGENT][NEUTRAL] OK. I'm sorry. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see if I can find you with the name, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need the mailing address and email address for verification, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, it's uh I don't have an email address but the address is [PII].
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] Jo J 00 R
[CUSTOMER][NEUTRAL] Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and you said you want to cancel the policy, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have canceled the policy. Let me go ahead and just make sure that it goes and cancel everywhere and cancel that draft. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] No, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss. OK, I went ahead and cancel the policy, cancel the draft, and also send you a letter of cancellation, OK?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, um, do you know when that was supposed to go through?
[AGENT][NEUTRAL] Um, let me go back
[CUSTOMER][NEUTRAL] Did they take out January?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] On the [PII], so yes, um, it was paid till the end of January.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thanks a lot.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm mhm go ahead.
[CUSTOMER][NEUTRAL] And you said
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You said you were mailing a copy also of the cancellation?
[AGENT][NEUTRAL] Yeah, we're sending a cancellation letter and you should be expecting that within 5 to 7 business days. It regular mail, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.