AccountId: 011433970860
ContactId: a14d606a-dcfe-4662-8371-90c9704758c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124489 ms
Total Talk Time (AGENT): 48858 ms
Total Talk Time (CUSTOMER): 36953 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a14d606a-dcfe-4662-8371-90c9704758c4_20250205T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need some help on a policy please.
[AGENT][NEUTRAL] OK, I can help you with the policy. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] 9 A as in apple 25851
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And you said that is 9, A as in apple, 25851?
[CUSTOMER][NEUTRAL] Yeah, and the insured's [PII].
[CUSTOMER][NEUTRAL] And that's my mother.
[AGENT][NEUTRAL] OK, thank you. And um how can I help you with the policy, Ms. [PII]?
[CUSTOMER][NEGATIVE] She is deceased and I need to cancel it.
[AGENT][NEUTRAL] OK, the the policy is already canceled, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When was it canceled?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good. Thank you so much. I'm just trying to tie up loo I'm just trying to tie up loose ends.
[AGENT][POSITIVE] All right, thank you, Ms. [PII]. You're very welcome.
[AGENT][POSITIVE] Yes ma'am, I understand it's a lot of work, but I'm glad this was one you did, you didn't have to work any further on. I'm glad it was already done for you.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][POSITIVE] Me too, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed night and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh huh bye bye.