AccountId: 011433970860
ContactId: cfbac287-7edd-44ab-b29c-55b5e69f558c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109239 ms
Total Talk Time (AGENT): 21854 ms
Total Talk Time (CUSTOMER): 42109 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cfbac287-7edd-44ab-b29c-55b5e69f558c_20250523T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I need to cancel my insurance.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 2, I'm sorry, 02584836.
[AGENT][NEUTRAL] OK, and your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 909
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it has to be canceled through the employer. um, do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] To me.
[CUSTOMER][NEUTRAL] Well I just talked to, I just talked to my HR person and she said there's no papers or anything to cancel it for them.
[CUSTOMER][NEGATIVE] She said I just had to call y'all and tell y'all I needed to cancel it.
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] It's through benefits and a card. Um, do you want me to transfer you over to benefits and a card?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.