AccountId: 011433970860
ContactId: d9291f56-c437-404d-98e7-9dfcfd45eaab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124510 ms
Total Talk Time (AGENT): 59007 ms
Total Talk Time (CUSTOMER): 37080 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d9291f56-c437-404d-98e7-9dfcfd45eaab_20250211T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Well, [PII], my name is [PII] and I was on hold with someone and I got, I think I cut us off. I don't think y'all did. um I don't know who it was though it was about canceling my policy.
[AGENT][NEUTRAL] OK. Uh, well, I can help you. Uh, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I think it's 2558345.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and that is it. Let me see if anything is in the notes. Hold on one moment.
[AGENT][NEUTRAL] OK, so you don't have to verify, so you were just on the phone, um.
[AGENT][NEGATIVE] It looks like it's already been canceled. It's showing as lapsed.
[AGENT][NEUTRAL] So she did finish it out. Um she did cancel it, um, lapsed as of [PII].
[CUSTOMER][NEUTRAL] OK, OK, so there shouldn't be anything else taken out of my account, correct?
[AGENT][NEUTRAL] Correct. If it, if, I mean, it shouldn't be, but if it, you know, does draft, we will definitely um reimburse it, um, but it shouldn't because it says it's uh [PII]. And you'll also receive a confirmation letter in the mail.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK alright well thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.