AccountId: 011433970860
ContactId: 794f1453-2124-4aea-9e4a-6d6b20682662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135789 ms
Total Talk Time (AGENT): 58957 ms
Total Talk Time (CUSTOMER): 44166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/794f1453-2124-4aea-9e4a-6d6b20682662_20250604T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Uh yes, I'd like to, um, I just hung up with somebody, but I needed to call and check on something. I, I'm calling back to cancel my policy, my dental policy.
[AGENT][NEUTRAL] OK, uh, what is your name and policy number please?
[CUSTOMER][NEUTRAL] It's uh [PII] last name [PII], and the policy number is 691331.
[AGENT][NEUTRAL] 331. OK, thank you and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, give me one moment and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, give me one moment as far as policy cancellation, give me one moment please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, I will cancel your plan for you and you should receive um a letter just kind of confirming if you decide that you do not wanna cancel to I believe send that letter back or sign it or.
[AGENT][NEGATIVE] Say you want don't want to and send it back to us.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, but I'll go ahead and cancel your policy, sir. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Alright, but
[AGENT][NEUTRAL] Bye.