AccountId: 011433970860
ContactId: 088f1c51-c69f-4477-a4a1-bc9a8338dfe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100989 ms
Total Talk Time (AGENT): 33824 ms
Total Talk Time (CUSTOMER): 39489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/088f1c51-c69f-4477-a4a1-bc9a8338dfe0_20250618T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I want to verify just to check. I just uploaded some continuous forms with this new website just see if you guys received or did they go in the right spot.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 444-566
[AGENT][NEUTRAL] That was 244-4566.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And then what was your uh birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, then Mr. [PII], can you verify your address and your email address?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Email address [PII].
[AGENT][NEUTRAL] OK, and then lastly, just a good call back in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, yes, looks like we did receive those. They are um in our system and uh usually takes about 7 working days to process up to 7 working days.
[CUSTOMER][NEUTRAL] Alright, I was just curious. I didn't know if I did on this website correct or not, so yeah, I just did it. That's why I was checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Anything else I can help with today, Miss?
[CUSTOMER][POSITIVE] Appreciate it thank you.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][POSITIVE] That'd be it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.