AccountId: 011433970860
ContactId: 87a5fe7f-8f95-4dd6-bbfa-32dc10dd6879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220919 ms
Total Talk Time (AGENT): 89824 ms
Total Talk Time (CUSTOMER): 108436 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/87a5fe7f-8f95-4dd6-bbfa-32dc10dd6879_20250110T16:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, how are you? Who am I speaking with?
[AGENT][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you? My name is [PII]. I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the reason I'm calling is regarding the group 24 24 5.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It is AA Worldwide.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up.
[CUSTOMER][POSITIVE] No big deal. Thank you for your help and happy Friday.
[AGENT][POSITIVE] Happy Friday too missus.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I pulled the wrong one. All right, I have it. So what we have going on with the group.
[CUSTOMER][NEUTRAL] OK, we have this participant [PII], which is we just enrolled on Monday. I received her ID.
[CUSTOMER][NEUTRAL] Did you find her? The group 24, 245?
[AGENT][NEUTRAL] Yes, I see 24 24 5. [PII].
[CUSTOMER][NEUTRAL] OK, and at least.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, I see her policy.
[CUSTOMER][NEUTRAL] You find it?
[AGENT][NEUTRAL] Mhm, I found it and I see everything.
[CUSTOMER][NEUTRAL] OK, she called, she called yesterday that she needs to suspend her uh her policy, her, her coverage, yeah, and I already sent the request, but you know, I'm following up today because it's effective on the [PII] and we're almost there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, yeah, just to make sure, yeah, seems like she didn't like the price, she changed her mind. I don't know. But she needs to terminate her coverage, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Miss [PII], from what I see here, the policy was canceled and it was just canceled um this morning. Mhm.
[CUSTOMER][NEUTRAL] Yeah, um, because I sent my request yesterday just to make sure and if you can send me any confirmation.
[CUSTOMER][NEUTRAL] To the email [PII]. Can you please?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Just for my report to make sure that uh it was canceled, you know, I wanna put it in her file. You never know, you're not gonna remember.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] I, I actually believe that the person who was in charge of canceling the policy just completed the task from the notes in the policy. Um, last update was [PII], so I believe she is just about to send you that email. Um, I will get with her. I will get with her just to make sure indeed she will send that confirmation to you. Um, is it the same um [PII] email you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, perfect, Miss [PII], um.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your help and you have a great weekend, my dear.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. You too stay safe.
[CUSTOMER][NEUTRAL] By
[AGENT][NEUTRAL] Bye.