AccountId: 011433970860
ContactId: 25c048f1-a99c-45e7-b1b2-4e8daf1cab64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146429 ms
Total Talk Time (AGENT): 52622 ms
Total Talk Time (CUSTOMER): 82898 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/25c048f1-a99c-45e7-b1b2-4e8daf1cab64_20250324T15:15_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good good my name is [PII] and my wife has a policy with y'all and the policy number is.
[CUSTOMER][NEUTRAL] 752.
[CUSTOMER][NEUTRAL] 658.
[CUSTOMER][NEUTRAL] And both of those guys.
[AGENT][NEUTRAL] OK, [PII], let me pull this up here. Give me one second.
[CUSTOMER][NEUTRAL] It's going to be [PII] about going.
[AGENT][NEUTRAL] OK, I've got that pulled up here and then if I could just verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. Hers is [PII] and the [PII].
[AGENT][POSITIVE] Thank you so much and then what would be the address we would have on file for you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It'd be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. How can I help today, sir?
[CUSTOMER][NEUTRAL] OK, I, I had a PSA done back in February and uh I think it pays what the policy pays $60 on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, and all I've got, I don't have a don't you have to have a form to send in with it a claim form?
[AGENT][NEUTRAL] Yeah, we generally ask for yes a claim form, correct.
[CUSTOMER][NEUTRAL] I, I, I do not have one of those. I have the bill, but I do not have a claim for them.
[AGENT][NEUTRAL] OK, did you want us to, is the best way to get that to you in um email or send it to your home address?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, just send it to my home address.
[AGENT][POSITIVE] OK, yeah we can definitely do that um so we can send you that out. Did you need anything else from us?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][NEUTRAL] All right. Well, that is.
[CUSTOMER][NEUTRAL] And let's see, I, I, I still, I've got, I've got the address to send that back to is, uh, I think post office.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct, yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, we'll do then.
[AGENT][POSITIVE] All right, sounds good. Have a good day, [PII].
[CUSTOMER][NEUTRAL] That's all I need.
[CUSTOMER][POSITIVE] Thank, thank you, Ms. [PII]. Yes, ma'am bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.