AccountId: 011433970860
ContactId: ede5f2ec-bc31-4335-bb2b-b6a1b7e3ed48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138369 ms
Total Talk Time (AGENT): 66616 ms
Total Talk Time (CUSTOMER): 30929 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ede5f2ec-bc31-4335-bb2b-b6a1b7e3ed48_20250623T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have a member on the line calling um in regards to canceling his policy.
[AGENT][POSITIVE] All right. Happy to help them, [PII]. What's the policy number? Did we get that?
[CUSTOMER][NEUTRAL] Um, policy number is 113239.
[AGENT][NEUTRAL] OK, and then who are we talking to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then did we get a callback number?
[CUSTOMER][NEUTRAL] Call back is [PII].
[AGENT][POSITIVE] Alright [PII] you can go ahead and send him on over thank you.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII] in the customer care department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I understand that you're wanting to cancel this policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much. I just need to verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. Give me one moment.
[AGENT][NEUTRAL] Right, so it looks like the policy is paid up until [PII]. So, um, we'll go ahead and cancel today. It'll carry through to the paid due date, but there would be no other payments going forward on the policy.
[CUSTOMER][POSITIVE] I appreciate you, ma'am.
[AGENT][NEUTRAL] No problem, and I just wanna confirm, sir, that the [PII] is still a good, uh, physical address because we are gonna or excuse me, mail you a letter to confirm this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, uh, you are all set. All right. Anything else?
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] All right. Thank you for calling APL.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] You as well.