AccountId: 011433970860
ContactId: 7a426e84-f3f2-45db-b49b-ce49caf5ae7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155410 ms
Total Talk Time (AGENT): 65518 ms
Total Talk Time (CUSTOMER): 66072 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7a426e84-f3f2-45db-b49b-ce49caf5ae7f_20250130T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Uh, I'm calling about cancel my medical only the medical because I have a, uh, another options in this, uh, card in this plan.
[AGENT][NEUTRAL] OK [PII], um, can I get your call back number sir just in case our call is disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Turn right on [PII].
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and what is your policy number, sir?
[CUSTOMER][NEUTRAL] 002340531-01.
[AGENT][NEUTRAL] OK, let me look and see if I can pull that number in.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, [PII], um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK [PII], can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, yeah, it's, uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My email, uh, it's [PII].
[AGENT][NEUTRAL] OK thank you [PII] I appreciate you verifying that information so I'm gonna need to refer you to Universal Trucking UTBA.
[AGENT][NEUTRAL] I'm going to um give you that phone number. I will I will connect you to them, but in case the call is disconnected, you'll have it so you can call back.
[AGENT][NEUTRAL] That number, that number is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, OK, I'm gonna connect you now, [PII]. You have a great day and thanks for calling APL. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you, uh huh.