AccountId: 011433970860
ContactId: b810cefe-3cb5-46c3-819b-67736e5e6115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79309 ms
Total Talk Time (AGENT): 20868 ms
Total Talk Time (CUSTOMER): 37602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b810cefe-3cb5-46c3-819b-67736e5e6115_20250403T18:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I, I just wanna cancel my policy.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 02521729.
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] OK, do you have a good call back number, [PII]?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And just need a few more pieces of information. What's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] Uh [PII], that's [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is issued through your employer, so you'll have to contact your human resources.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] OK, I'll call them or I'll email them thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.