AccountId: 011433970860
ContactId: 77de27b7-f207-42d3-8ab5-08c59d0a30d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181350 ms
Total Talk Time (AGENT): 58398 ms
Total Talk Time (CUSTOMER): 54160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/77de27b7-f207-42d3-8ab5-08c59d0a30d3_20250103T17:34_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's [PII]. I have a policy with you people and uh I wanna cancel it.
[AGENT][NEUTRAL] All right, [PII], can I get your policy number?
[CUSTOMER][NEUTRAL] I don't have it on me.
[CUSTOMER][NEGATIVE] I don't have it on me. I'm on my phone. I can't even look it up.
[AGENT][NEUTRAL] OK, I can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, we gotta go through all this again. [PII].
[CUSTOMER][NEUTRAL] You people don't give me any information, but I gotta give you information backs me up.
[AGENT][NEUTRAL] I apologize for the inconvenience, sir.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could confirm please your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, so it looks like there are 2 different policies with us and you're wanting to cancel both, is that correct?
[CUSTOMER][NEGATIVE] Yeah, I don't want, I don't want anything to do with APL. I, I just, I don't wanna pay it anymore.
[AGENT][NEUTRAL] Understood, give me just one second and we'll get this. OK, we'll get this canceled. Just give me 1 2nd, OK?
[CUSTOMER][NEGATIVE] Yeah, just cancel me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I was able to go in and cancel these and a letter is gonna be mailed out to you to confirm the cancellation as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can help you with here today, sir?
[CUSTOMER][POSITIVE] That's beautiful.
[CUSTOMER][NEUTRAL] No, so when, how soon does that take effect?
[CUSTOMER][NEUTRAL] Right away.
[AGENT][POSITIVE] It's immediate. Yes, it's immediate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it thank you. What's your first name?
[AGENT][NEUTRAL] My first name is [PII], that is spelled [PII] and the last initials of my name is [PII].
[CUSTOMER][POSITIVE] No, it's OK. Thank you, [PII]. Have a great weekend. Appreciate it.
[AGENT][POSITIVE] You're very welcome. Have a great new year.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.