AccountId: 011433970860
ContactId: 5f7241ad-afc1-446e-8b42-d06459f0d561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204369 ms
Total Talk Time (AGENT): 77409 ms
Total Talk Time (CUSTOMER): 80798 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5f7241ad-afc1-446e-8b42-d06459f0d561_20250311T15:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I am doing well how are you?
[CUSTOMER][NEUTRAL] OK, OK, OK. I I'm calling, I called earlier in the year.
[CUSTOMER][NEGATIVE] Uh, January to cancel, uh, coverage, cancel coverage in it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it's supposed to send the information to me and I haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, information just uh confirming that the policy had been canceled?
[CUSTOMER][NEUTRAL] Yes, I'll sign a paper saying cancel 12.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, I can.
[CUSTOMER][NEUTRAL] One of the, one of the two.
[AGENT][NEUTRAL] Got you. I'll take a look at that and I can get something resent to you um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Alright, area code [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I sure don't. I, I don't have it in front of me, no.
[AGENT][NEUTRAL] That's OK um I could start choosing your social.
[CUSTOMER][POSITIVE] OK, cool, you ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, let's see, I did not get a result with that. Um, let's see, I'm gonna try searching just using your name. You did say that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII] the [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, what state do you live in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just a moment, let me see if I can find you this way.
[AGENT][NEUTRAL] No, I do not have an [PII] in [PII] in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and they take it out of, uh, my check, uh, Louisiana Department of Transportation.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Not helping me?
[AGENT][NEUTRAL] Um, I can try, let's see. Yeah, I can try that.
[AGENT][NEUTRAL] OK, no, I don't have any record of that group either, um, let's see.
[AGENT][NEUTRAL] Are you sure it was through uh American Public Life?
[CUSTOMER][NEUTRAL] Uh, I know the American Heritage Life Company.
[AGENT][NEUTRAL] OK, so this is American Public life.
[CUSTOMER][NEUTRAL] Uh, it's the number I called. Let me see, let see, let me see.
[CUSTOMER][POSITIVE] Oh, I'm sorry, I dialed the wrong number. I am so sorry.
[AGENT][POSITIVE] That's OK. That's all right. No, no, you're perfectly fine.
[AGENT][POSITIVE] Alright, good luck. I hope you have a great rest of your day. That's all right.
[CUSTOMER][NEUTRAL] All right. I'm sorry. All right.
[CUSTOMER][POSITIVE] All right, you too. Thank you. bye-bye. Bye-bye.
[AGENT][POSITIVE] Have a good one thank you bye bye.