AccountId: 011433970860
ContactId: 7dd37f44-5a65-44c1-a0ed-06d96ad770d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308089 ms
Total Talk Time (AGENT): 80231 ms
Total Talk Time (CUSTOMER): 103983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7dd37f44-5a65-44c1-a0ed-06d96ad770d4_20250602T21:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Uh yes, I have a policy through your company and I would like to cancel it.
[AGENT][NEUTRAL] OK, well, I can help you with the cancellation. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] And my home phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Oh, I see, I find it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I check I'm gonna put my license. Oh, here they are.
[CUSTOMER][NEUTRAL] So here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the number I say says the policy.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I can search it with your social if you like.
[CUSTOMER][NEUTRAL] OK, 4th grade.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Uh, maybe that, uh, hopefully that's right.
[CUSTOMER][NEUTRAL] I think I may, may have told you wrong.
[AGENT][NEUTRAL] OK, let me see, it's coming up now. I'm just waiting for it to show.
[AGENT][NEUTRAL] No, it's not pulling up. I mean, you said your name is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and it, I, I think it's probably [PII].
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] OK, and is your first name [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I believe I just found it. Um, can you verify your date of birth and your mailing address on file?
[CUSTOMER][NEUTRAL] It's my
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And I do have the number now.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, it's OK. I'm not. No, ma'am, I'm in the policy, um, just your mailing address.
[CUSTOMER][NEUTRAL] You want the number?
[CUSTOMER][NEUTRAL] OK. I'm thinking at the time we took the policy.
[CUSTOMER][NEUTRAL] I lived on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But my current address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Both them in [PII].
[AGENT][NEUTRAL] That's the um address that we have here, the [PII]. So thank you so much for verifying and then hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll go ahead and cancel the policy. It'll be, um, the pay to date here is [PII]. Um, so it'll be effective from yesterday.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And then, um, you'll also receive a cancellation confirmation letter in the mail.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] All right. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] No, no. I just felt like it's time to do this.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I wanted to get that done.
[CUSTOMER][POSITIVE] And I appreciate it.
[AGENT][POSITIVE] You're very welcome and thank you for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye-bye.