AccountId: 011433970860
ContactId: 66ed9ac1-20b6-4317-9565-558b64f5bf7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155970 ms
Total Talk Time (AGENT): 69071 ms
Total Talk Time (CUSTOMER): 77654 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/66ed9ac1-20b6-4317-9565-558b64f5bf7e_20250106T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm wanting, I'm wanting to cancel my policy. Uh, this is actually son [PII] we're, we're right here together. He's sitting here with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. Thank you for that. Um, now I can help you get that canceled. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, 00614198.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And, and you said he's sitting there. Can I get him to verify his birthday, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she wants your birthday [PII] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate that. Let's see.
[CUSTOMER][NEUTRAL] Oh man, they need to figure it out.
[AGENT][NEUTRAL] And can you also verify um the home address for me?
[CUSTOMER][NEUTRAL] Yeah, but it's cha it it actually has changed, but I'll give you what I know you have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, sir. That is what we have.
[CUSTOMER][NEUTRAL] Want the new address or even need to since we're canceling?
[AGENT][NEUTRAL] Well, this does show that it has already been canceled. Uh, it shows that the term
[CUSTOMER][NEUTRAL] Oh, I sent an email. I sent an email but I didn't, I didn't get a response, so I thought maybe they didn't.
[CUSTOMER][NEGATIVE] Weren't able to do it or something.
[AGENT][POSITIVE] Oh, I'm sorry about that. But
[CUSTOMER][NEUTRAL] Oh, that's OK. I just sent it. I
[AGENT][NEUTRAL] Oh, and it was just done this morning, yes sir, so someone probably will respond to that email, um, but it does show the pay to date is [PII] and that will also be the termination date.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, that makes sense, yeah.
[CUSTOMER][NEUTRAL] So it won't come out of his account again then, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is right. It will not.
[CUSTOMER][NEUTRAL] OK, great, that's what we were trying to get done. He's got other insurance now, so we just don't need it.
[AGENT][POSITIVE] OK. Yes, sir. It is taken care of.
[CUSTOMER][POSITIVE] Well, thank you. That was very easy. Appreciate it.
[AGENT][POSITIVE] Yes, I'm glad of that. You are welcome. You're welcome.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][POSITIVE] OK, you too, thank you and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye. She goes my house.
[AGENT][NEUTRAL] Bye.