AccountId: 011433970860
ContactId: 9ec053c8-8d01-450d-b93e-0523d735bd0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263450 ms
Total Talk Time (AGENT): 110089 ms
Total Talk Time (CUSTOMER): 71074 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9ec053c8-8d01-450d-b93e-0523d735bd0f_20250515T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling because I need to cancel um insurance policy that I have with you guys.
[AGENT][NEUTRAL] OK, I can help you with um canceling your policy. May I please get your name and your callback number just in case the calls dropped, I can call you right back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII] and my call back number is [PII].
[CUSTOMER][NEUTRAL] 368
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't think I have it with me. I know I called to like get a policy and I know I probably already received my cards, but I work over the road, so, um, if I receive the cards, I haven't got to my mail yet to get the cards.
[CUSTOMER][NEUTRAL] I can provide you with some more info if you need and we can kind of look look it up that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, can you give me your social, and that'll pull in your policies for me.
[CUSTOMER][NEUTRAL] OK, so that'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, the address should be [PII].
[CUSTOMER][NEUTRAL] [PII] and the email address should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verify your policy for me, and I'm take a look at it now.
[AGENT][NEUTRAL] Alright, I show that you are with Universal Trucking Stevens Transport.
[AGENT][NEUTRAL] And in order to cancel your your policy you'll have to do it through them but I can transfer you over to them so that you can.
[AGENT][NEUTRAL] They're about counseling it if you would like.
[CUSTOMER][POSITIVE] Yeah, that, that'll work, yeah, that'll work.
[AGENT][NEUTRAL] OK, do you want the phone number just in case the call is dropped during the transfer?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK. That number, sir, is [PII].
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright perfect.
[AGENT][POSITIVE] And it's gonna be a brief hold while I transfer you over Mr. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Capital Group BTVA.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have a member on the line. His name is [PII]. Um, the last four digits of his social is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he is calling because he wants to cancel his policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Alright thank you have a good day.
[AGENT][NEUTRAL] Bye bye.