AccountId: 011433970860
ContactId: 6093862c-040f-40aa-bae2-2a272fab465b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126680 ms
Total Talk Time (AGENT): 53172 ms
Total Talk Time (CUSTOMER): 49110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6093862c-040f-40aa-bae2-2a272fab465b_20250303T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm doing good. I was calling because I wanna um cancel a policy that I have with you guys.
[AGENT][NEUTRAL] OK. And what your name is?
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have that policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, ma'am, not like, not with me right now.
[AGENT][NEUTRAL] OK, give me one quick moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII], I mean [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, to cancel your policy, you will have to contact Benefits in a card and I can give you their phone number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, it is [PII] and when you call that number, a representative will be able to assist you further.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.