AccountId: 011433970860
ContactId: 28c965d2-70f1-4008-9d68-19b93c2b5497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52639 ms
Total Talk Time (AGENT): 17468 ms
Total Talk Time (CUSTOMER): 35802 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/28c965d2-70f1-4008-9d68-19b93c2b5497_20250203T19:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you today?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm good [PII]. Hey, I have a lady on the line. She's with a um law office, and she's calling, uh, regarding an insured and an accident policy. She was asking me if we place any liens on compensation, and I reached out for help. I was told to call you guys and claims.
[AGENT][NEUTRAL] No, we don't hold any liens. We don't, we don't do anything like that as far as the attorney's office. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't even honestly get that from her. I was, I'm sorry.
[AGENT][NEUTRAL] OK. No, we don't, we don't hold any liens.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] We don't do anything like that, OK, alright, thank you for the info. I really appreciate you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You too