AccountId: 011433970860
ContactId: 148f3bae-6159-4d20-83e1-3d182eb429fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100160 ms
Total Talk Time (AGENT): 35642 ms
Total Talk Time (CUSTOMER): 53761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/148f3bae-6159-4d20-83e1-3d182eb429fa_20250411T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yes, hi, I just have a quick question. What is your correct mailing address? Because I have two different ones.
[AGENT][NEUTRAL] I'm not sure what type of policy you're submitting the claim for. Can I have that policy num your name and a callback number and then that policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] 3900.
[CUSTOMER][NEUTRAL] The policy number is 02063996ML8.
[AGENT][NEUTRAL] Thank you. And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Let's see
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So the mailing address will be addressed to Ame APL claims department.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] In [PII], OK, yeah, because I had something else.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You had the 9:24.
[CUSTOMER][NEUTRAL] I think I had like 9 to 5, yeah, something like that.
[AGENT][NEUTRAL] That's all, yeah.
[CUSTOMER][NEUTRAL] No, OK, I, and I have a fax number on this card [PII], that's still the fax number?
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] Alright thank you you have a good day.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] Thanks for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.