AccountId: 011433970860
ContactId: c0960d58-625f-459e-aa15-74e20b15f22b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179929 ms
Total Talk Time (AGENT): 52077 ms
Total Talk Time (CUSTOMER): 45926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c0960d58-625f-459e-aa15-74e20b15f22b_20250619T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to cancel my policy if you can help me.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mister?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Do you have the policy number, Mister?
[CUSTOMER][NEUTRAL] Yes, it's um
[CUSTOMER][NEUTRAL] Yeah, what happened?
[CUSTOMER][NEUTRAL] I did it go.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But I have it
[CUSTOMER][NEUTRAL] It's uh 320.
[CUSTOMER][NEUTRAL] 2828
[CUSTOMER][NEUTRAL] 2828
[AGENT][NEUTRAL] And the first digits was 320.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], um, for the cancellation of the policy, you have to get in contact with CWA. That's where you got the policy through.
[CUSTOMER][NEUTRAL] Yeah, but you have to call them.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you have any phone number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That I can call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Option 2.
[CUSTOMER][NEUTRAL] OK, and do you know who I talk to on the option 2?
[AGENT][NEUTRAL] Um, it's gonna be [PII]. [PII] is the person you need to be speaking to.
[CUSTOMER][NEUTRAL] Anyone that's available?
[CUSTOMER][NEUTRAL] At least
[CUSTOMER][POSITIVE] OK. I'll call him then. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] No