AccountId: 011433970860
ContactId: 20ef2476-a9a1-4cd8-b6e8-4ebdad970822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120559 ms
Total Talk Time (AGENT): 55745 ms
Total Talk Time (CUSTOMER): 45463 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/20ef2476-a9a1-4cd8-b6e8-4ebdad970822_20250102T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing great. Hey, I'm just calling to make see I gotta cancel my policy.
[AGENT][NEUTRAL] OK, we can take a look at canceling your policy, uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, my name's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gonna be 232.
[CUSTOMER][NEUTRAL] 9600.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Can be [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that and give me one moment. I'm not showing that you have any active policies with us at the time, [PII]. I'm showing that um the policy number you just gave me the short term disability terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of last year.
[CUSTOMER][NEUTRAL] OK, I just wanted to double out with you guys is that it?
[AGENT][NEUTRAL] Yeah, that was the last policy that you had with us. There's no active policies at the moment.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm retired. They retired me on disability, so I don't, I don't need that. I, I, yeah, I can't use that no more, so I can't, so, um.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yeah, so I don't have any active policies whatsoever with your company, OK? I just wanted to double check.
[AGENT][POSITIVE] No sir, that's correct. Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Hey you too I appreciate it thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye.