AccountId: 011433970860
ContactId: 0eeda11d-d16e-4ae3-b754-3e7f16de16b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125080 ms
Total Talk Time (AGENT): 30009 ms
Total Talk Time (CUSTOMER): 35907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0eeda11d-d16e-4ae3-b754-3e7f16de16b5_20250508T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. I was calling because um I had received a letter sometime last month, um, from your.
[CUSTOMER][NEUTRAL] Unclaimed uh property department, um, so they needed a form to be filled out in order to issue me a check that I guess um they have for me and um I wanted to see the status of that.
[AGENT][NEUTRAL] OK. Uh, do you have, uh, did you have a policy number on it or?
[CUSTOMER][NEUTRAL] Yeah, it's um 113-7640.
[AGENT][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, um, I'll have to take a message and send it to the person. I don't show she's available right now. Um, is this number a good callback number? [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send her a message and have her give you a call when she's available.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Thanks for calling AP