AccountId: 011433970860
ContactId: a2a39815-8422-40ad-a5ae-fa8a37e7a188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107500 ms
Total Talk Time (AGENT): 32718 ms
Total Talk Time (CUSTOMER): 30349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a2a39815-8422-40ad-a5ae-fa8a37e7a188_20250307T21:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] here. I've got a uh a uh policy with you guys and I need to cancel.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] 02508430
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[CUSTOMER][NEUTRAL] And what was the last thing?
[AGENT][NEUTRAL] Uh, mailing address.
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, um, to cancel policies, you have to contact ERB and I can give you their phone number if you like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, their phone number is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh, yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.