AccountId: 011433970860
ContactId: 04890699-dc2c-49e7-b239-3b66b72ce353
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217229 ms
Total Talk Time (AGENT): 86001 ms
Total Talk Time (CUSTOMER): 87473 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/04890699-dc2c-49e7-b239-3b66b72ce353_20250509T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name's [PII]. I called earlier because I got a weird letter about a claim that didn't have any information attached to it, and I spoke with, um, [PII] and then [PII] finally who said, uh, give her a call back and see if I can get um an email address for you guys to send over a copy of that so you can investigate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you're just calling to get our, our email address? Yes sir, I can, I can give you the email address, um, now I'll need to make a note in your policy. Can I please get your call back number and your policy number?
[CUSTOMER][NEUTRAL] So I'm just looking for that email address and I can take a picture of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I'm not with that company anymore, so I've been unable to log in to my, I don't have a policy number but I can give you my phone number and other information.
[AGENT][NEUTRAL] OK, what's your phone number first?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your social and I can pull your policy in that way.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] If you wouldn't mind, I'm gonna need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'm going to need your address, phone number, and email address, please.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII], and my what my email address is uh probably [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, thank you ma'am I appreciate that alright so let's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, are you ready to take down the email address?
[CUSTOMER][POSITIVE] Yeah, yep, sure am.
[AGENT][NEUTRAL] OK, so it's gonna be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, say the last part again? The [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, and I'll just put whatever information I have.
[AGENT][NEUTRAL] All right. Is there anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, no, that was all I needed, so I appreciate your help, have a good weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem at all. You have a wonderful weekend too, and thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Yeah, have a good weekend.
[CUSTOMER][POSITIVE] Thank you. Bye.