AccountId: 011433970860
ContactId: a3b070c7-ee1b-4558-8b6e-bcbfad2ef41f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140059 ms
Total Talk Time (AGENT): 75828 ms
Total Talk Time (CUSTOMER): 55647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a3b070c7-ee1b-4558-8b6e-bcbfad2ef41f_20250303T18:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] Um, yeah, this is [PII], and I need to cancel my policy.
[AGENT][POSITIVE] OK, I can definitely help you with that and what was your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And in the event that we get disconnected, is it possible to get a callback number, please?
[CUSTOMER][NEUTRAL] Of course, of course, um, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Miss [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Um, I just, yeah, hold on, let me get my um I can get some I I should obviously be on my card, right? Hold on a second.
[AGENT][NEUTRAL] It, yes, ma'am, it should be listed, but if you can't find your card, I could do a name search or social search.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] No, I think I can I think I've got it right here.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yes, it is policy number 5751033.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And can you verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file and I'm also showing that we've got an email account. It looks like it's your [PII]. Can you verify that too for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and that is what we have on file. So you stated you wanted to cancel your policy and this is your accident policy. I can definitely take care of that for you over the phone. Um, you actually caught it before it was scheduled to draft. It's gonna drop on the [PII] this month, so it's gonna be canceled effective [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna send you a confirmation letter that you'll get in the mail within 5 to 7 business days confirming that it's been canceled, so you won't be drafted or anything. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye