AccountId: 011433970860
ContactId: 8ef33a46-a6cd-4201-b4d1-0e5415e3dd5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182899 ms
Total Talk Time (AGENT): 74057 ms
Total Talk Time (CUSTOMER): 62773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8ef33a46-a6cd-4201-b4d1-0e5415e3dd5c_20241230T15:51_UTC.wav
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[CUSTOMER][NEUTRAL] What 14 hours to drive.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Good. Um, so I'm calling because I need, I don't know if this is the number that I need to call to cancel my insurance.
[AGENT][NEUTRAL] We can definitely take a look at canceling policy uh what was your name?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02335722.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick, [PII]. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct. OK, thank you so much for verifying that information. Bear with me just a moment, let me see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so this policy would have to be canceled through your employer. If you'll give me one moment, I might be able to get you that phone number for uh universal tracking.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's not through open source?
[AGENT][NEUTRAL] No, this would be through um UTBA's Universal Trucking. I do have that phone number. I'll give that to you and then I can transfer you as well if you'd like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, go ahead with the number.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and did you want me to go ahead and transfer you now, [PII]?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][POSITIVE] OK, just gonna put you on a brief hold while I get them on the line for you. Thank you. I hope you have a [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Have a