AccountId: 011433970860
ContactId: b75c7ee9-c53c-412e-a872-67b097f1abcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206419 ms
Total Talk Time (AGENT): 34419 ms
Total Talk Time (CUSTOMER): 53540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b75c7ee9-c53c-412e-a872-67b097f1abcc_20250425T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yes. Um.
[CUSTOMER][NEUTRAL] I am calling uh to.
[CUSTOMER][NEGATIVE] Cancel my plan.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I think it is 025.
[CUSTOMER][NEUTRAL] 798
[CUSTOMER][NEUTRAL] 89.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like I'm gonna need to transfer you to your employer, um, and they can help you with cancellation um you want me to get you transferred over there?
[CUSTOMER][NEUTRAL] Uh, yeah, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi, um, this is [PII] with APL and I've got uh one of your employees on the line that wanted to talk about canceling his plan.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, I'm gonna put him on the line. Thank you so much.
[CUSTOMER][NEUTRAL] Thank you for holding. What's your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How do you spell your last name?