AccountId: 011433970860
ContactId: 52e26cc3-df04-4579-9acb-52db30703b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94959 ms
Total Talk Time (AGENT): 31620 ms
Total Talk Time (CUSTOMER): 45575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/52e26cc3-df04-4579-9acb-52db30703b0a_20250603T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to know your mailing address please.
[AGENT][NEUTRAL] Is it what is it in regards to?
[CUSTOMER][NEUTRAL] It's regard in regards to canceling a policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had sent forms in for that to that effect, but I sent it to [PII].
[CUSTOMER][NEUTRAL] That [PII] office so.
[CUSTOMER][NEUTRAL] Is and but I noticed on the form because it was sent back that you have uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So where do I send that to the form to?
[CUSTOMER][NEUTRAL] Or the request to.
[AGENT][NEUTRAL] For a cancellation, you'll send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 05.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] 73 1 26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 9105.
[CUSTOMER][NEUTRAL] OK, um, now I have, I, is, uh, I got this information from [PII], the form from [PII], and I was gonna be, uh, put it to her attention. Uh, is she in the, uh, [PII] office of the [PII] office?
[AGENT][NEUTRAL] It will be [PII].
[CUSTOMER][POSITIVE] OK, alright then thank you.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh-huh, you too.