AccountId: 011433970860
ContactId: 2a542fbe-f602-4241-ae99-a4e0622f4f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153389 ms
Total Talk Time (AGENT): 41857 ms
Total Talk Time (CUSTOMER): 44091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2a542fbe-f602-4241-ae99-a4e0622f4f74_20250616T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I was needing to get my policy number. I can't find it on any email or form that I have.
[AGENT][NEUTRAL] OK, and what is your first name and last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And what group are you with?
[CUSTOMER][NEUTRAL] Uh, it'd be High Country Electric, is that like the company or?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, let me pull that up.
[AGENT][NEUTRAL] OK, [PII], um, just before I give you your policy number, could you please confirm your social security number and birthday?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and then it'd be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alrighty. Your policy number is 167.
[CUSTOMER][NEUTRAL] 167.
[AGENT][NEUTRAL] 855.
[CUSTOMER][NEUTRAL] 855.
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right. uh, and then, are you located like in [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do you know if [PII] is still.
[CUSTOMER][NEUTRAL] Working like as our agent we see the time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It does look like [PII] is still the agent on this policy or on your company policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Of course, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.