AccountId: 011433970860
ContactId: 92860111-85ef-45fb-b5e2-394250a51300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618890 ms
Total Talk Time (AGENT): 97942 ms
Total Talk Time (CUSTOMER): 134281 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/92860111-85ef-45fb-b5e2-394250a51300_20250107T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, can you hear me OK?
[AGENT][NEUTRAL] Yes, I can, mhm.
[CUSTOMER][NEUTRAL] OK, my name is [PII], and I have a policy with you all I've been paying on for about 30 years that I want to cancel please.
[AGENT][NEUTRAL] OK, sure. I can assist you with cancellation. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 9 A as in apple 0084986.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So everything else around it many many times.
[CUSTOMER][NEUTRAL] Under
[CUSTOMER][NEUTRAL] prediction and
[CUSTOMER][NEUTRAL] the world of culture on the block.
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And I need to verify your um mailing address and email address.
[CUSTOMER][NEUTRAL] Um, they'll probably have still [PII].
[AGENT][NEUTRAL] Um, and that address is still correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I have, I get it at my address now.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me go ahead and get that so we can send the letter.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Change will feel less dramatic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's still [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so everything else is still the same, just the PO box changes. OK, let me go ahead and.
[CUSTOMER][NEUTRAL] Yeah, and then my email.
[AGENT][NEUTRAL] Let me add them.
[CUSTOMER][NEUTRAL] I may have my work email on there and I've retired which would have been um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's probably and I have retired so my personal email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Maybe it can also stand the general public meaning that this driver's future was sure.
[CUSTOMER][NEUTRAL] And you.
[AGENT][NEUTRAL] OK. And the address, um, let me make sure I put it correctly. You said [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, that's correct.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] down the street that's what I'm saying.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Fine, thank you so much happy thank you as well.
[CUSTOMER][NEUTRAL] really.
[AGENT][NEUTRAL] OK, so I went ahead and updated that information and you said you want to cancel the policy. Let me go ahead and um cancel the policy for you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, see, do you mind holding for me? I'm just gonna go, go ahead and go over the system so I can cancel the policy correctly. OK, one moment.
[CUSTOMER][NEUTRAL] Oh, that's
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and canceled the policy, changed the address, and we're gonna be sending a letter to that new address, OK? Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Sounds perfect.
[CUSTOMER][POSITIVE] No ma'am, that's everything. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] The