AccountId: 011433970860
ContactId: ef6e7adc-a5af-45e6-b280-324dfa026fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128960 ms
Total Talk Time (AGENT): 59955 ms
Total Talk Time (CUSTOMER): 35900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ef6e7adc-a5af-45e6-b280-324dfa026fe2_20250529T17:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, my name is [PII], and I want to cancel my membership.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and we'll take a look at getting that canceled for you. Uh, what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the number is 02620130.
[AGENT][NEUTRAL] Sorry, that was 0130?
[CUSTOMER][NEUTRAL] No 00 yeah 0130, yeah.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh perfect. Last thing I need is the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Awesome thank you so much for verifying all of that. OK, so for this policy, [PII], it looks like uh it is currently it is through your employer and so that would be how you get this policy canceled you would get go through your employer, uh, most likely their HR department to get this policy canceled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Like, have a
[AGENT][POSITIVE] Thank you.