AccountId: 011433970860
ContactId: 5d9e7ce1-b5c7-4540-9676-c775831071d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237440 ms
Total Talk Time (AGENT): 93430 ms
Total Talk Time (CUSTOMER): 92825 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/5d9e7ce1-b5c7-4540-9676-c775831071d1_20250129T22:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling because I switched jobs.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wanted to know if I keep my uh
[CUSTOMER][NEGATIVE] Cancel package.
[AGENT][POSITIVE] OK, um, well, I can definitely help you um with continuing your cancer policy. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 130.
[CUSTOMER][NEUTRAL] 2833
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, can I have your policy here? I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII]. My email is [PII].
[AGENT][POSITIVE] Alrighty and thank you so much for verifying your information. And um Miss [PII], if you don't mind, I'm just gonna place you on a brief hold and get a customer service representative on the line. They'll be able to assist you um with all the porting options and um let you know what you need to do.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and before I do that, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Hold on one moment while I get a rep for you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hey, [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], what you doing?
[AGENT][NEUTRAL] I'm uh working.
[AGENT][NEUTRAL] How are you? How are you doing?
[CUSTOMER][POSITIVE] I'm good. I'm doing great, thank you for asking.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] You're welcome. I have an insured on the other line. She is no longer with their company but wants to keep her cancer policy.
[CUSTOMER][NEUTRAL] OK, what's her um policy number and callback number?
[AGENT][NEUTRAL] OK, so 1302833.
[CUSTOMER][NEUTRAL] OK, one minute. 1302833. OK, I'm sorry.
[AGENT][NEUTRAL] And then, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, you're fine. And then the phone number is [PII].
[CUSTOMER][NEUTRAL] OK. Give me a second. Let me pull that up quickly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, so [PII] or [PII] is that how you say it?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right, dear, I can speak to her. Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] Alright have a good rest of the afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].