AccountId: 011433970860
ContactId: d9c3c168-85e5-413d-9463-818819fb699e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205240 ms
Total Talk Time (AGENT): 127397 ms
Total Talk Time (CUSTOMER): 71734 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d9c3c168-85e5-413d-9463-818819fb699e_20250521T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I need to cancel a policy please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a policy number, [PII]?
[CUSTOMER][NEGATIVE] I do not. I have an invoice number. I worked at Gulf Coast Chemical and I retired in February, and I no longer want the policy, so I'm gonna cancel it.
[AGENT][NEUTRAL] OK, so let's see if I can find the group number.
[AGENT][NEUTRAL] I found them in the system.
[CUSTOMER][NEUTRAL] I have an invoice number. I just what they send with the past due notice, all I have is the invoice not notice the invoice number.
[AGENT][NEUTRAL] Yeah, I wouldn't be able to find it. I, I, I, I wouldn't be able to find it by the invoice number. I have to do a search. Let's see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, it's Gulf Coast Chemicals.
[AGENT][NEUTRAL] OK, thank you, Gulf Coast Chemical.
[AGENT][NEUTRAL] OK, and [PII], how do you pay for this? Um, oh, so that's gonna be notified through the group that it that it's.
[AGENT][NEUTRAL] Not being paid on. But [PII], let me, let's do a quick verification before I go too far into this. Ms. [PII], will you verify the date of birth and address, please, ma'am?
[CUSTOMER][NEUTRAL] Uh date of birth is [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, that's not what we have.
[CUSTOMER][NEUTRAL] Uh my name's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's not what you have?
[AGENT][NEUTRAL] No, ma'am, this is not what we have. Um.
[AGENT][NEUTRAL] Let's see, uh, let's verify your address, Miss, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is what we have. Give me just a moment let me see if I can find your application on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've been having it for a long time so it should be on file correctly I mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] 096126.
[CUSTOMER][NEGATIVE] I just wanna cancel it because it's not paid through Gulf Coast Chemical anymore. I'm no longer there.
[AGENT][NEUTRAL] OK, give me one moment to see if I can find this.
[CUSTOMER][NEGATIVE] And they're not gonna pay it because I'm not there.
[AGENT][NEUTRAL] Right, and see, you won't have to cancel anything with it being on, with it being on the group like that because they will either cancel it or our company will automatically cancel it after it hasn't been paid on for a while.
[CUSTOMER][NEUTRAL] Yeah, OK, well that, well my boss called me and asked me to take care of it, so that's what I'm doing, so.
[AGENT][NEUTRAL] But let me
[AGENT][NEGATIVE] Oh yeah, that's, yeah, it doesn't work that way when it's up.
[CUSTOMER][NEUTRAL] My old boss, yeah, OK.
[CUSTOMER][NEGATIVE] Because they keep because they because they keep getting notices so they asked me, are you taking it? I said probably not. I'll call and cancel so anyway.
[AGENT][NEUTRAL] Yeah, it, it only works like that um I, I'm gonna get your your date of birth corrected in here, but it only works like that if you were making the payments from like your own checking account or you are being billed, then you would be the one who would call in and cancel it otherwise the group calls it and cancels it or it will term on its own for no payment, OK?
[AGENT][NEUTRAL] And it'll, it looks like it's gonna turn on its own, so it will turn eventually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that's good because they don't, they're not gonna pay for it, so yeah.
[AGENT][NEUTRAL] Yeah, I'm just saying, you know, um, OK, all right, um, is there anything else we can help you with at the moment?
[CUSTOMER][NEUTRAL] And I'm not even so it's all good. It's all good.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.