AccountId: 011433970860
ContactId: 96accd5d-8b67-44fa-b5a1-948dac13ff44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68069 ms
Total Talk Time (AGENT): 24667 ms
Total Talk Time (CUSTOMER): 38220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/96accd5d-8b67-44fa-b5a1-948dac13ff44_20250106T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a [PII] on the phone. She's an insured that has a cancer policy with us and she wants to um.
[CUSTOMER][NEUTRAL] Uh, cancel it because she has Medicare and I think Tricare. Um, I verified her and she is who she is, but
[CUSTOMER][NEUTRAL] Obviously we're broker resources and I don't know if I can just like cancel her policy over the phone is that something that you can do?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 639-133.
[AGENT][NEUTRAL] Uh, this is on bank draft that she'll need to go to customer service and I'm not sure if they can do it over the phone or if we need something in writing, um.
[CUSTOMER][NEUTRAL] That's what I was thinking.
[AGENT][NEUTRAL] I, I wanna say they might be able to take it over the phone, but no, don't quote me on that one, but yeah, I don't need to go to customer service since it's individually paid.
[CUSTOMER][POSITIVE] OK cool thank you I appreciate you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.