AccountId: 011433970860
ContactId: a329896b-65bb-4870-b6dc-d1e61c9e01ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200149 ms
Total Talk Time (AGENT): 55129 ms
Total Talk Time (CUSTOMER): 39936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a329896b-65bb-4870-b6dc-d1e61c9e01ee_20250624T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oh, I need to cancel a policy.
[AGENT][NEUTRAL] OK, I can get that pulled up and see how we can get that canceled for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 80281
[AGENT][NEUTRAL] That was 802-81 or 2281?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, 0281.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, let's take a look here. Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. OK, so I can go ahead and get this canceled for you. uh, you should be receiving a letter in the mail uh shortly with that uh confirmation. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Now, do I need to, to, uh, call the bank and make sure you guys don't draft out his account anymore you're not gonna draft, right? You're done. I'm done. You're done, right.
[AGENT][NEUTRAL] The next draft
[AGENT][NEUTRAL] Yes sir, um, I've got, let's see, next draft day I've got here looks like it comes out typically around the [PII].
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] Wonder what happened.
[CUSTOMER][NEUTRAL] Yeah, I knew that was on that one.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yes, you still there?