AccountId: 011433970860
ContactId: 26f0e89e-7711-4d14-9074-55ffe791754d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96389 ms
Total Talk Time (AGENT): 39218 ms
Total Talk Time (CUSTOMER): 24680 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/26f0e89e-7711-4d14-9074-55ffe791754d_20250214T22:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I forgot my user name.
[AGENT][POSITIVE] OK, I can help you with that. May I have your name and your a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And is [PII] a good contact number for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 83068.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] date of birth.
[CUSTOMER][NEUTRAL] Uh, excuse my email is my name [PII].
[AGENT][NEUTRAL] And then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the username is [PII].
[AGENT][NEUTRAL] It's all capital.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.