AccountId: 011433970860
ContactId: 280508ec-8b0e-47ef-8098-c83db2be1129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202940 ms
Total Talk Time (AGENT): 82409 ms
Total Talk Time (CUSTOMER): 90467 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/2025/03/26/280508ec-8b0e-47ef-8098-c83db2be1129_20250326T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I had APL through my company, but I recently just got laid off, so I need to cancel it.
[AGENT][NEUTRAL] OK, I can help you with your policy. Uh, can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number, but my name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your um social security number and that will pull in the policy for us.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] October 13, 1987
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address is [PII], um, and phone number I just recently changed but you probably have my old one is [PII].
[CUSTOMER][NEUTRAL] Um, and what else did you need?
[AGENT][NEUTRAL] Your email address that is on the policy.
[CUSTOMER][NEUTRAL] Oh, it could be one out of the 2. It's either.
[AGENT][NEUTRAL] It looks like a work email address.
[CUSTOMER][NEUTRAL] Yep, OK, so I no longer have that one is uh [PII].
[AGENT][NEUTRAL] Thank you. And then what is your new phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], if our call gets disconnected, can I call you back at that number?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, thank you so much. So I'm looking at your policy. Uh, let me see if you have anything active with us. You don't have any active policies with us now. Uh, the policy that you had, uh, terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, so everything has been canceled.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. I just wanted to make sure.
[AGENT][POSITIVE] OK. Well, I would wanna make sure too. I'm glad that you called us to verify that that was done for you.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.