AccountId: 011433970860
ContactId: 920f7bc1-42e6-4b10-b6f8-245021082a8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125720 ms
Total Talk Time (AGENT): 51705 ms
Total Talk Time (CUSTOMER): 46557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/920f7bc1-42e6-4b10-b6f8-245021082a8b_20250228T20:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey how you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm fine. I don't know, I'm trying to um see who I, who I need, uh, or how do I go about canceling on some insurance.
[AGENT][NEUTRAL] Um, what's your name and policy number? If it's a group policy, you'll have to cancel through your group, but I can look at that for you.
[CUSTOMER][NEUTRAL] Um, I don't know the policy number. Hold on, wait, wait, wait, I got a car right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh huh, and is there a number on the card that starts with a 0?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 83633.
[AGENT][NEUTRAL] What's the phone number for you, uh, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up that policy. Verify your date of birth and mailing address.
[CUSTOMER][NEUTRAL] [PII], address is [PII] zip code is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now your policy is administered through web TPA, um, but your employer is Universal Trucking, so you'll need to cancel through universal Trucking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have a number that I can reach them at though? I, I called the, OK.
[AGENT][NEUTRAL] Uh-huh, I do, I do.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, and you can call them and they could uh take care of that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.