AccountId: 011433970860
ContactId: 835fff20-d911-458c-86b6-15829f1d8f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173500 ms
Total Talk Time (AGENT): 90257 ms
Total Talk Time (CUSTOMER): 54127 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/835fff20-d911-458c-86b6-15829f1d8f6f_20250530T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, I was seeing when my um policy renews because I wanna cancel it this year.
[AGENT][NEUTRAL] OK, I can check on your policy, uh, renewal date, your effective date. Uh, can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] And you said callback number?
[AGENT][POSITIVE] Yes ma'am, in case the call's dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, 00673685.
[AGENT][NEUTRAL] OK, let me look at the policy real quick.
[AGENT][NEUTRAL] OK Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then what is your address, the phone number and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] email [PII].
[CUSTOMER][NEUTRAL] And you said what was the other one?
[AGENT][NEUTRAL] And then I noticed that uh the phone number that we have on the policy that you gave me to call you back on is that your cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that's the only number I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you. Let's look at the policy. So I do show that um you are with Webster Parish School Board. The effective date, the original effective date of your policy was [PII], so you'll have to go to them when they have the open enrollment and let them know that you don't want to continue.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, and that's gonna be in March you said?
[AGENT][NEUTRAL] That was the effective date of your policy was [PII]. Now I'm not sure when your district has their open enrollment, but you can ask and find out sometimes they do it before like a month early, so they can get everything in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's why I don't wanna give you a definite time.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right, yes, OK, that's fine. I'll call them and have them, uh, cancel it for me then.
[AGENT][NEUTRAL] OK. All right. Well, Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you very much.
[AGENT][POSITIVE] You're welcome you have a blessed weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.