AccountId: 011433970860
ContactId: 264d1241-c210-4833-b8db-2258f7dcd972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90839 ms
Total Talk Time (AGENT): 43928 ms
Total Talk Time (CUSTOMER): 30253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/264d1241-c210-4833-b8db-2258f7dcd972_20250404T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I was, I'm going to be filing a claim for my husband's cancer insurance policy.
[CUSTOMER][NEUTRAL] What address do I send that to, please?
[AGENT][POSITIVE] OK, sure, I can assist you with that. Uh let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Miss. [PII]. OK, the address to submit claims for cancer claims is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, yeah, the, the phone keeps cutting out, so the [PII] box is [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right I appreciate it thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it I appreciate it thanks bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APM. Have a good weekend. Bye bye.
[CUSTOMER][NEUTRAL] Bye now.