AccountId: 011433970860
ContactId: e170f544-fb5d-4e22-8685-81b45d2bd28f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379559 ms
Total Talk Time (AGENT): 178207 ms
Total Talk Time (CUSTOMER): 81325 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e170f544-fb5d-4e22-8685-81b45d2bd28f_20250409T13:16_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] Yeah, and I want to cancel my policy.
[AGENT][NEUTRAL] OK, well, I can assist you with the cancellation. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00613439
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Well, you probably have a, I've moved, uh, you probably have, uh, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I mean, it is in [PII], but it's a different address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's my address in [PII].
[AGENT][NEUTRAL] OK, so that's OK, and what's the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And then so I can go ahead and cancel the policy for you. So you'll receive a um letter in the mail as well letting you know that the policy has been canceled. This policy though is paid up until [PII], so it would be um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Effective
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me give you my updated address.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I update my address with you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, mine are [PII]
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] Hold on, it didn't change. We not let me push enter. Hold on one second.
[CUSTOMER][NEUTRAL] The zip is [PII].
[AGENT][NEUTRAL] I mean, it's correct in the system. It just won't let me save it. I didn't notice this error down here. It's saying re error residential zip code not found. You said [PII], right?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Yeah, that's what I have here. And the city is [PII]
[CUSTOMER][NEUTRAL] Yeah mhm
[AGENT][NEUTRAL] Well, I wonder why it's not taking it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Well, see, it won't, so I can't enter the state. I can just enter the city and the zip and then once I, it saves the state pops up, but it never saved. That's why it still showed [PII] because it's giving me this error like I can't find it. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Am I supposed to, is [PII] altogether or it's [PII], like two words?
[CUSTOMER][NEUTRAL] No, [PII], it's all one word.
[AGENT][NEUTRAL] OK, that's how I have it.
[AGENT][NEUTRAL] It's like I can't find it. Hold on one moment.
[AGENT][NEUTRAL] At first I thought I entered it wrong, but then I noticed that error down there. Hold on one moment, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm just retyping it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] If it doesn't work this time, I'm just gonna have um the customer service team manually send it because
[AGENT][NEUTRAL] It's like it can't find it in our, it can't find your address in our system.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yeah, it's not letting me save it, but I will go ahead and I can still do everything else. Um, I'll go ahead and terminate the policy and I'm gonna have customer service in the the um letter to you manually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Sounds good. OK.
[CUSTOMER][NEUTRAL] That's it that's all, yeah.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and we do hope you have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome thank you bye bye.