AccountId: 011433970860
ContactId: 8ee9c384-f64f-4ae2-a534-c12a28e99967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191500 ms
Total Talk Time (AGENT): 93475 ms
Total Talk Time (CUSTOMER): 70559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8ee9c384-f64f-4ae2-a534-c12a28e99967_20250107T23:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I need to cancel, uh, our insurance policy with don't.
[AGENT][NEUTRAL] OK, sir. I can help you with um a policy cancellation. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] uh, my name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number 00614.
[CUSTOMER][NEUTRAL] 952.
[AGENT][NEUTRAL] OK, let me look that policy up for you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, [PII], is Ms. [PII] there for me to speak to to talk about canceling the policy?
[CUSTOMER][NEUTRAL] Yes, because I was gonna get, yeah I can get her, yeah, I was gonna get her in your home, oh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] This is Hope for [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] with um APL.
[AGENT][NEUTRAL] I am um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mr. [PII] has called because he wants to cancel the policy and I just need your verbal consent and um for for you to verify some information for me so that we can get that taken care of for you, can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you also um give me your address, phone number and email address that is on the policy?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] And I'm sorry.
[AGENT][NEUTRAL] And then, um, one last verification, the phone number that's on the policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, [PII] or either my home I can't remember.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, that was the correct number. And you do want to cancel this policy, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get it taken care of for you. Um, your policy will cancel on [PII]. You're paid to that date.
[AGENT][NEUTRAL] And on that date your policy will lapse.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're so very welcome, Miss [PII]. You guys have a wonderful night and thank you for being an APL customer since [PII]. We appreciate it.
[CUSTOMER][POSITIVE] Yeah, it's been a long time thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.