AccountId: 011433970860
ContactId: ed9bae04-0ba8-4aeb-8f3a-a91991c45519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99199 ms
Total Talk Time (AGENT): 44001 ms
Total Talk Time (CUSTOMER): 64313 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/ed9bae04-0ba8-4aeb-8f3a-a91991c45519_20250210T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] Oh, I'm fine, thank you for asking.
[CUSTOMER][NEGATIVE] So, um, I thought this call was just gonna be one I was just gonna handle and move on about my business with, but it's not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the policy number is 01783889 for [PII].
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So she's wanting to cancel her policy so I was just gonna go in and lapse it and everything. Well, as you can see the pay today shows 31.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Well, she doesn't.
[CUSTOMER][NEUTRAL] Want it to be drafted.
[CUSTOMER][NEGATIVE] She says that it's pending at her bank today and she does not want that to happen.
[AGENT][NEUTRAL] OK, right.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So that's out of my purview of how to, what to do with her, you know, within the situation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, now that will need to go to the billing queue because I don't know how to stop that.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] But uh yeah because somebody in the building may know exactly what to do, but then they may have to get actually involved. I'm just not 100%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, let me get her back on the line and tell her I'm gonna connect her then with someone in billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, yes.
[CUSTOMER][POSITIVE] OK, [PII]. Well, thank you so much. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome. Have a good day. Bye.
[CUSTOMER][NEUTRAL] All right, bye bye. See you too. Bye.