AccountId: 011433970860
ContactId: 7bb132b7-bcb2-4d52-b78f-3e6a72e26203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112160 ms
Total Talk Time (AGENT): 8819 ms
Total Talk Time (CUSTOMER): 38857 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/7bb132b7-bcb2-4d52-b78f-3e6a72e26203_20250410T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I believe I have an insurance policy with you guys and I wanted to see if I, I could cancel it and if I could receive a refund for today's charge to my card.
[AGENT][NEUTRAL] OK, yeah, so we're just needing to cancel the policy. I'll get that pulled up and see uh how.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] for
[CUSTOMER][NEUTRAL] It's gonna
[CUSTOMER][POSITIVE] Good job.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Well, that's fine.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What