AccountId: 011433970860
ContactId: 2498db8d-b6d3-4e89-b4da-a93eb758e151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152490 ms
Total Talk Time (AGENT): 77373 ms
Total Talk Time (CUSTOMER): 47610 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2498db8d-b6d3-4e89-b4da-a93eb758e151_20250107T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, I'm trying to get my, uh, disability insurance canceled.
[AGENT][NEUTRAL] OK, yes, sir. I can help you with that. Uh, now, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, do you mind if I look it up with your social?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] You want the whole, you want the whole thing?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is your name, sir?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I'm just waiting for that to pull up and the first three you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, sir. And you're in [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Can I get you to verify your home address and your email address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you may have [PII]. I don't know.
[AGENT][NEUTRAL] And we do have the [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] Uh, I don't know which one of those you got either. It's either, uh, sport sporty SLD.
[AGENT][NEUTRAL] It it's [PII].
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] I was to say it is AOL um account.
[CUSTOMER][NEUTRAL] 40 SLD 10.
[AGENT][POSITIVE] OK, thank you. I appreciate that, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I see.
[AGENT][NEUTRAL] OK. Now,
[AGENT][NEUTRAL] I just want to make sure, OK, yes sir, I can get this canceled for you and you have it on bank draft right now.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEGATIVE] OK, yes sir, I will cancel it today and it will not draft again.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Yes, sir. You are welcome.
[CUSTOMER][NEUTRAL] Do I need to do anything at all or is that that's it?
[AGENT][NEUTRAL] Uh, no, sir, that's it, and you will receive a confirmation in the mail that we returned it today.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You are welcome.
[AGENT][NEUTRAL] OK. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] That's all. Thank you. You have a good day.
[AGENT][POSITIVE] You too, Mr. [PII]. Thank you and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes sir.