AccountId: 011433970860
ContactId: 2c5836b3-72b2-496c-af8f-a09320b8c66f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118900 ms
Total Talk Time (AGENT): 52011 ms
Total Talk Time (CUSTOMER): 66129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2c5836b3-72b2-496c-af8f-a09320b8c66f_20250107T18:49_UTC.wav
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[CUSTOMER][NEGATIVE] Fuck
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yes, I wanna I'm calling to cancel my policy.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's.
[CUSTOMER][NEUTRAL] A 265-58 and then they uh you all gave me a new policy number which was 110526.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII], last name [PII] [PII]
[AGENT][NEUTRAL] Alright, Ms. [PII], can you verify the last four of your social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And what about your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, let me take a look. You're wanting to cancel your policy, is that correct? Alright, we can help you with that. Let's see.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Uh, looks like you spoke with someone yesterday and they terminated your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's already been termed. I just want to make sure.
[AGENT][NEUTRAL] Yes ma'am, um, my supervisor [PII] spoke to you yesterday, um, and she processed that termination.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so she's already processed it, wow, OK, alright then, well that's all I needed to know because I had already uh stopped payment on my uh premium.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, the last premium that was drafted was, uh, [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, OK then.
[AGENT][NEUTRAL] So there won't be anything else that's drafted.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's it that's it thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.