AccountId: 011433970860
ContactId: 0c24a096-8972-42df-b1fa-d524b149614f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267179 ms
Total Talk Time (AGENT): 54900 ms
Total Talk Time (CUSTOMER): 70178 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0c24a096-8972-42df-b1fa-d524b149614f_20250521T18:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm returning to [PII].
[AGENT][NEUTRAL] OK, I can check and see if she's available. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Miss [PII] and she's suspecting your call?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well she left a message for me to call her.
[AGENT][NEUTRAL] OK, OK, um, so.
[AGENT][NEUTRAL] Mm, OK, we have many [PII]. Was it [PII]?
[CUSTOMER][NEUTRAL] She, she, she didn't leave her last name. Um, she's been working on.
[AGENT][NEUTRAL] Uh, do you have a policy?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is 593301.
[AGENT][NEUTRAL] 5933. What's the last two digits?
[CUSTOMER][NEUTRAL] 01593301
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yeah, [PII]. OK, one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting for her answer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she's ready. OK, let me put you through one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Hey, um, yeah, I got uh Miss [PII] on the line. You're ready for her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you? I'm doing OK. Uh, it's almost Friday.
[CUSTOMER][NEUTRAL] Hey we're getting closer. Yes, so I have um I spoke to my supervisor and she was um well she wanted me to ask um because it's where I'm getting the claim that you're sending in, but I haven't gotten the affidavits um so she wanted me to ask, yeah, she wanted me to ask because you're sending them separate than the the claims are you sending them together?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm