AccountId: 011433970860
ContactId: d9c4472c-8570-4264-a0c7-942e4cc810e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185320 ms
Total Talk Time (AGENT): 74281 ms
Total Talk Time (CUSTOMER): 56724 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d9c4472c-8570-4264-a0c7-942e4cc810e0_20250324T14:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] from customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling cause um
[CUSTOMER][NEUTRAL] I had uh canceled the policy in February. However, today I received a notification that there was a recent invoice.
[AGENT][NEUTRAL] OK, I can help verify what's going on and if the policy was canceled. But before we proceed, can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. Do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Uh, would it be the group number?
[AGENT][NEUTRAL] Yes ma'am, if you're calling about the group, OK.
[CUSTOMER][NEUTRAL] I have 800.
[CUSTOMER][NEUTRAL] OK. 80076.
[AGENT][NEUTRAL] Thank you for that. And can you verify the group name and mailing address, please?
[CUSTOMER][NEUTRAL] It's Everglades Environmental Care.
[CUSTOMER][NEUTRAL] I believe it's mailed to the [PII] if I'm not mistaken, [PII].
[AGENT][NEUTRAL] Looks like it's a physical.
[CUSTOMER][NEUTRAL] Oh, the physical is [PII].
[CUSTOMER][NEUTRAL] That's [PII]. Mhm.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Um, OK, so did you guys submit in a written request to cancel?
[CUSTOMER][POSITIVE] Yeah, I actually received a response from your company.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I'm showing in February.
[AGENT][NEUTRAL] Oh, OK, OK. Bear with me.
[AGENT][NEUTRAL] You did send something. Let me check.
[AGENT][NEUTRAL] And I apologize and what we'll probably end up doing is just you'll end up disregarding that invoice and I'm just gonna make sure that our billing team has what they need, bear with me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] OK. I do apologize, Ms. [PII]. We do have what we need and we are going to take care of it and send you a confirmation email shortly confirming that it's been canceled, so you can just disregard that bill. I do apologize for the confusion. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all thank you I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APO and you have a wonderful day as well, Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][POSITIVE] Thank you. Bye bye.