AccountId: 011433970860
ContactId: 8ca4fe37-32f0-4137-907f-ef3acf0456a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219929 ms
Total Talk Time (AGENT): 87519 ms
Total Talk Time (CUSTOMER): 69866 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8ca4fe37-32f0-4137-907f-ef3acf0456a5_20250203T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I'm trying to, uh, I'm trying to drop all my insurance life insurance.
[AGENT][NEUTRAL] You're gonna, you're wanting to drop your policies everything but life you're saying, is that correct?
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK. What is your name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So we are coming?
[AGENT][NEUTRAL] Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is your policy number? Just one of them?
[AGENT][NEUTRAL] It'll pull in all of them for me.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 6408
[AGENT][NEUTRAL] OK, let me repeat it to you. 02586408. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull it up.
[AGENT][NEUTRAL] OK Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I got, I think I got [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII]? OK. And it's [PII].
[AGENT][NEUTRAL] Thank you sir and then I do see that the phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you. I appreciate it, Mr. [PII]. Let me look at your policy real quick.
[AGENT][NEUTRAL] OK, so I do see that you're with Focus Workforce Management and in order to cancel your policy you'll have to do it through your employer because your payroll deducted.
[AGENT][NEUTRAL] For your premiums.
[CUSTOMER][NEUTRAL] OK, hold on one minute.
[CUSTOMER][NEUTRAL] I'm gonna go get my, uh, the lady that I work for.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, I can transfer you on over to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] B so that you can talk to them.
[CUSTOMER][NEUTRAL] Yeah, they, they said I can't um.
[CUSTOMER][NEUTRAL] Hold on, this is uh I'm talking to Mr. [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You said um you can only be the only person that dropped me.
[CUSTOMER][NEUTRAL] Here we go. So you wanna drop your insurance? OK, come in here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] he wants to drop. Can you help him update his doc? Yeah, yeah.
[CUSTOMER][NEUTRAL] And Mr.co, you did locking up here, right? You know, I. Oh, you were.
[AGENT][NEUTRAL] Is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Well, she, she gonna uh show me how to do it.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you for calling [PII] you have a great day, sir.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.