AccountId: 011433970860
ContactId: ceac8722-ff00-42df-89f5-bcdb73db0aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144339 ms
Total Talk Time (AGENT): 60610 ms
Total Talk Time (CUSTOMER): 37449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ceac8722-ff00-42df-89f5-bcdb73db0aed_20250326T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I was needing to cancel this plan.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and see how we can get that canceled for you, uh, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02576342.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, [PII]. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. OK, give me just a moment.
[AGENT][NEUTRAL] OK, so for this policy to be canceled, it would have to be done through uh benefits and a card as they're the ones who handle that um all of that information so I can give you their phone number and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] You can transfer me please.
[AGENT][NEUTRAL] OK, you don't want me to give you the number first?
[CUSTOMER][NEUTRAL] Yeah, that'll be fine.
[AGENT][POSITIVE] OK alrighty I'll go ahead and just put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh gosh
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your