AccountId: 011433970860
ContactId: 572ab524-6dfc-4dd5-a580-91df8869ea3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136320 ms
Total Talk Time (AGENT): 52518 ms
Total Talk Time (CUSTOMER): 62259 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/572ab524-6dfc-4dd5-a580-91df8869ea3d_20250205T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I need to give a, um, cancellation on two policies, and is this the number I dialed to do that?
[AGENT][NEUTRAL] Um, I would need to look at the policies and see, what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have 21 is 720563.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other is 720535.
[AGENT][NEUTRAL] OK, thank you. And can I get your your name and
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Let me take you off speaker so I can hear you better.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII], and you asked me another question, right?
[AGENT][NEUTRAL] Um, not yet.
[CUSTOMER][NEUTRAL] OK, I just need to give a 30 day notice. We went all to Globe Life, so I don't have it coming here and there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind verifying your information for me? Um, I'll need your date of birth, your address, phone number, and email address.
[CUSTOMER][NEUTRAL] Yeah, um, the address here is [PII].
[CUSTOMER][NEUTRAL] Date of birth, is that what you said?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And uh your phone number and email address.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and you're calling to cancel your policies?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I need to, I want to do a 30 day notice, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you want to draft in February for February's premium?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK. I've got that taken care of for you, um, and I'll get a confirmation letter out in the mail to you. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] No, you've been great. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Mhm.