AccountId: 011433970860
ContactId: 605c2cd2-ff5b-4f2e-b91e-73b354868e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87660 ms
Total Talk Time (AGENT): 21250 ms
Total Talk Time (CUSTOMER): 31372 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/605c2cd2-ff5b-4f2e-b91e-73b354868e7d_20250613T18:14_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] Um
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I was wanting to uh cancel my policy, and, uh, I called about a couple hours ago and, uh, got transferred to the United Trucker Benefit Association, I think.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And uh they were supposed to send me an email I'm just I never got the email.
[AGENT][NEUTRAL] OK, um, I can note the policy here for you, but I'll have to get you back to Universal Trucking as well because once they do everything with you, they'll notify us in writing. Did you need the phone number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, uh, uh, yeah, or if you, if you could just transfer me over, that would be easier.
[AGENT][NEUTRAL] Oh, sure, I can transfer you over. Um, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Carey to me.
[CUSTOMER][NEUTRAL] Hi, this is uh [PII]