AccountId: 011433970860
ContactId: 94bd3dc1-3849-4ae6-a132-04148154787f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158059 ms
Total Talk Time (AGENT): 46297 ms
Total Talk Time (CUSTOMER): 89421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/94bd3dc1-3849-4ae6-a132-04148154787f_20250307T16:12_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEGATIVE] And I want to cancel my uh cancer policy.
[AGENT][NEUTRAL] OK, I can help you with that. Do you know your policy number?
[CUSTOMER][POSITIVE] Yes ma'am, I do.
[CUSTOMER][NEUTRAL] It's 9 C as in cat.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 93527
[AGENT][NEUTRAL] OK, thank you. Hold just a moment, let me pull that up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your phone number.
[CUSTOMER][NEUTRAL] Phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And you were wanting to cancel your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do have that canceled for you, uh, and I'll get a confirmation letter mailed out to you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That that would be it, ma'am. Uh, I just paid the uh premium the beginning of this month $112.23. Uh, will I be getting anything back or?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, no, sir, that was for February.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK ma'am, I, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well that was an automatic draft out of my checking account, so y'all will know y'all will no longer be drafting it, correct? or do or do I need to go to the bank and have that canceled?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Um, I've already taken care of it for you.
[CUSTOMER][POSITIVE] Oh, OK, thank you for your help, ma'am appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful weekend, Mr. uh [PII].
[CUSTOMER][POSITIVE] Thank you ma'am you too bye bye.
[AGENT][POSITIVE] Mhm thank you good bye.