AccountId: 011433970860
ContactId: b75ce581-606f-44f2-94ed-188f48c6e305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105199 ms
Total Talk Time (AGENT): 52469 ms
Total Talk Time (CUSTOMER): 39590 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b75ce581-606f-44f2-94ed-188f48c6e305_20250519T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII], my name is [PII]. Um, I have a policy number. I need to cancel my policy, please.
[AGENT][POSITIVE] Sure, OK, we can get that pulled up and see how we can get that canceled for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you, and then I can go ahead and take that policy number, please.
[CUSTOMER][NEUTRAL] OK, it's 00727291.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, uh, [PII], 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. Last thing I need is the email address we've got on file for you uh looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][POSITIVE] Got it. OK, well I appreciate you verifying all of that. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is the only active policy you have with us at this time, so I will go ahead and get this uh canceled for you uh you should be receiving correspondence in the mail regarding uh the cancellation. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, ma'am. This will take care of it. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.