AccountId: 011433970860
ContactId: 43050e7e-cedb-4b3d-bd45-0318ae138fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156139 ms
Total Talk Time (AGENT): 44488 ms
Total Talk Time (CUSTOMER): 62839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/43050e7e-cedb-4b3d-bd45-0318ae138fc7_20250411T20:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was trying to cancel my insurance.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] It's 16327.
[CUSTOMER][NEUTRAL] And then it's 02589274.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just a few pieces of information, um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What is your address?
[CUSTOMER][NEUTRAL] It is [PII], and the zip code is [PII] it's [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] Um, it's my [PII].
[CUSTOMER][NEUTRAL] Uh, 11
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like um for this policy.
[AGENT][NEUTRAL] It's offered through your employer, so you'll have to speak with your human resources about canceling.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, I don't
[CUSTOMER][NEUTRAL] I think so. Well, I have one question. Do you know what doctors that this is good with cause it seems like every time I go somewhere, nothing except this type of policy.
[AGENT][NEUTRAL] So this policy that the number you gave me, this is for a short term disability policy and it only pays if you're hurt. So if you encounter like an illness or an injury where you need to be off work, that's when the plan pays.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] OK, thank you for calling APL I hope.