AccountId: 011433970860
ContactId: 6267190a-5d7d-47d4-b6f4-83d35c1e3a61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111089 ms
Total Talk Time (AGENT): 32557 ms
Total Talk Time (CUSTOMER): 43529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6267190a-5d7d-47d4-b6f4-83d35c1e3a61_20250520T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I need to cancel this policy.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know if this is it.
[CUSTOMER][NEUTRAL] I'm trying, I, I have a booklet. I'm trying to see maybe the 01009496.
[CUSTOMER][NEUTRAL] R
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] C P A
[AGENT][NEUTRAL] Uh, looks like that's it. Um, can you verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then just need your address and email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][POSITIVE] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we will get this canceled for you, um, and then we will, you'll receive a letter in the mail confirming that it's been canceled.
[CUSTOMER][NEUTRAL] OK, so will it affect next month or uh or when?
[AGENT][NEGATIVE] It'd be canceled effective immediately.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] That's all, thank you, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.