AccountId: 011433970860
ContactId: 343f2e5b-5ad1-4024-991d-d0caed6e8794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196039 ms
Total Talk Time (AGENT): 106501 ms
Total Talk Time (CUSTOMER): 62035 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/343f2e5b-5ad1-4024-991d-d0caed6e8794_20250421T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Because nowhere in here
[CUSTOMER][NEUTRAL] Yes, [PII], I am trying to cancel my policy, please.
[AGENT][NEUTRAL] OK, I can help you with that. Can you provide me with your policy number, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's 9 A as in apple 0031263.
[AGENT][NEUTRAL] Thank you. Give me just a moment. Let me pull your information up. We'll do a quick verification and then we'll check and see what we need to do about getting your policy canceled.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Can I use your phone
[CUSTOMER][NEUTRAL] [PII] police what's the location of your emergency.
[CUSTOMER][NEUTRAL] There's a group of us in a closet in the Apple store.
[CUSTOMER][NEUTRAL] You said you were in a closet in the Apple store where.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], can we verify your date of birth and then your address, please, ma'am?
[CUSTOMER][NEUTRAL] How many people are
[CUSTOMER][NEUTRAL] Are you in that? Yes, 254646.
[AGENT][NEUTRAL] In your address.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so Ms. [PII], did you say that year was [PII] or, I'm sorry, [PII] or [PII]?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] wonderful thank you. OK, let's see what you have with us.
[CUSTOMER][POSITIVE] Yeah, thank you. You know about that.
[AGENT][NEUTRAL] All right. Well, Ms. [PII], I do believe I can cancel this policy for you today. Give me just one moment please, ma'am.
[CUSTOMER][NEUTRAL] The most important
[CUSTOMER][POSITIVE] OK, OK. Just be patient. We're gonna get this situation under control.
[AGENT][NEUTRAL] OK, Ms. [PII], your policy has been termed. You're paid through the end of the month. You should not draft again, but I always like to ask about just kind of watch for the first month at least and make sure that it does not draft. I will have a note in here that you did call to cancel the policy, so you know, if it drafts for any reason, which I don't see why it should, uh, please give us a call immediately, OK?
[CUSTOMER][NEUTRAL] When do they normally draft it out?
[AGENT][NEUTRAL] They had your set up for around the first of the month.
[CUSTOMER][NEUTRAL] You can't come to us we'll go to that.
[AGENT][NEUTRAL] Um, which didn't mean it, it, it, it through exactly on the [PII]. It withdrew on or around the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so you called it in time, yes ma'am. Is there anything else we can help you with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, but what's your name again? Was it [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][POSITIVE] OK, alright, thank you, [PII].
[AGENT][POSITIVE] Thank you, ma'am. You have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am.