AccountId: 011433970860
ContactId: 015a4695-40e9-4141-a110-4bd3de8b9812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112760 ms
Total Talk Time (AGENT): 50170 ms
Total Talk Time (CUSTOMER): 47962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/015a4695-40e9-4141-a110-4bd3de8b9812_20250303T19:33_UTC.wav
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[AGENT][NEUTRAL] Morning. I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanna file a claim. I have the uh XD oh gosh, actual bills and all from my provider. I wanna mail it certified mail. What address do I mail this to?
[AGENT][NEUTRAL] OK. Uh, so you want to do it overnight?
[CUSTOMER][NEUTRAL] No, ma'am, just regular mail.
[AGENT][NEUTRAL] Um, OK, well, I, I'll give you our mailing address when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Well, let me ask you this. Wait, let me stop to mail it certified mail. I need a physical address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, I give you the address we have for.
[AGENT][NEUTRAL] Well it says overnight, but if you want to send it certified, I can give you the physical address when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], 0, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, yes ma'am. OK, suit what now?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna send it certified mail and uh we'll put your attention to the claims department.
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] Oh, you are welcome. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye.