AccountId: 011433970860
ContactId: 281f035c-753f-4514-8e24-f1f9a1a10d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244789 ms
Total Talk Time (AGENT): 39493 ms
Total Talk Time (CUSTOMER): 59543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/281f035c-753f-4514-8e24-f1f9a1a10d72_20250505T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I just called in about canceling a uh an account that I had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The lady that helped me, her name was [PII], and uh she just forgot to get my address.
[CUSTOMER][NEUTRAL] My new address.
[AGENT][NEUTRAL] Oh, OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] 4678.
[AGENT][NEUTRAL] OK, and um I wasn't pulling anything up under that policy. What's your last name?
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, she said she had to go to an old, it's an old account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh let's see.
[CUSTOMER][NEUTRAL] She had to go to an old server you said?
[CUSTOMER][NEUTRAL] And then also was she said uh Company 22.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] OK. And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your old address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then let me get your new address.
[AGENT][NEUTRAL] OK, what's that new one?
[CUSTOMER][NEUTRAL] OK, uh [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that updated. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Oh no, I just, uh, yeah, just making sure it's canceled and everything's all good.
[AGENT][NEUTRAL] OK, let me make sure she's got that done.
[AGENT][NEUTRAL] OK, yeah, looks like that's canceled and then we will get a letter out to you um with that confirmation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright you too thank you.