AccountId: 011433970860
ContactId: 01dd7d22-c722-4d9c-be21-088460d30ed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194360 ms
Total Talk Time (AGENT): 150929 ms
Total Talk Time (CUSTOMER): 44190 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/01dd7d22-c722-4d9c-be21-088460d30ed3_20250605T20:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, I'm sorry, my name is [PII], and you've been trying to get a hold of me.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]. Thank you for calling me back. Hold on. Let me go over to, uh, I believe it's on Mr. [PII]. Is it on [PII]?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] You are so good you are excellent, yes.
[AGENT][NEUTRAL] Yeah, cause I, yeah, because I've been, I've been saying well looks like one of them, your brother, you or I think your sister's name is [PII], right?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Oh yeah, well call me back, well call me back. What it is, we got yours and we got [PII]. We ain't got [PII]. He needs to send in his uh, his affidavit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's what we need. That's the only thing holding us up is his affidavit, and I sent it to him again. Let me put in his, put in the policy number and tell you when I send it to him again. I don't send it to him about 3 times again just to make sure he had it. So once I, and I, I sent it to the address that.
[CUSTOMER][NEUTRAL] OK, um, yeah, so when was the last time?
[AGENT][NEUTRAL] I'm gonna tell you [PII] number one.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's all right. I'm going to my notes. uh NOTES. OK.
[AGENT][NEUTRAL] Another letter the lady's address to search report. OK, mail another next that no, that's, oh, that's 5 to put that, did I put in the wrong I did hold on, I got the wrong policy number.
[AGENT][NEUTRAL] OK. 00151771. OK. N O T E S.
[AGENT][NEUTRAL] Uh, transfer amount of call and receive call. I'm sorry. Oh, he, no, that's oh, OK, I got to go all the way up.
[AGENT][NEUTRAL] OK, on [PII] I put another one.
[AGENT][NEUTRAL] Mhm. I also got, uh-huh, yeah, [PII] and then I think I might have did one on [PII], but I seen it a couple of times. So if you need it, if you don't have it, he can always give us a call or you can call me back and I can make sure you get it. I can email it to you if you need me to email it to you for to get to him, but I think y'all live in two different areas, don't you because I've seen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your sister, well y'all uh-huh, yeah, that's why I went on to send it to him again. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me call him and see if he, you know, has even opened that he has been in and out he works from home but he's been in and out of home, um, doing his job so it's um let me make sure he.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the letter, the letter gonna say APL. It's gonna be from APL uh-huh. Yeah, yeah. OK. And if you need me to email it to him again, if you say you don't have it, you can just call me back and I'll put it back in the mail, request it to be put back in the mail again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will um hopefully not be talking to you again but if I do, I will talk to you as soon as I call him.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Bye.