AccountId: 011433970860
ContactId: 2e1b0b83-6040-430c-88fc-2acc9845cf81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 33642 ms
Total Talk Time (CUSTOMER): 63457 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2e1b0b83-6040-430c-88fc-2acc9845cf81_20250609T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, sir. Thank you for calling ATS.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. um, I had a policy there, OK.
[CUSTOMER][NEUTRAL] Um, and I was, I was involved in an accident.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I'm not sure that my benefits have been still being paid. I'm not sure how this works. OK, my accident was in August, OK? And I had this insurance for like a year or so, or better. Anyway, um, I'm needing a statement or a sheet saying something saying that I either have a policy there or I no longer have a policy there.
[AGENT][NEUTRAL] OK, I'm sure for the first. Can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEGATIVE] I can't hear you, ma'am. Uh ma'am, I can't hear you. You're breaking up.
[AGENT][NEUTRAL] Can I get a good contact number?
[CUSTOMER][NEUTRAL] Yes, there you go, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] you have your policy number?
[CUSTOMER][NEGATIVE] You're breaking up again.
[AGENT][NEUTRAL] I need your policy number and if you
[AGENT][NEUTRAL] number I can look it up by your social.
[CUSTOMER][NEUTRAL] Oh my God, this is something, let me, let me, let me turn this on. Hold on a minute, ma'am, because this is every time you start talking.
[CUSTOMER][NEUTRAL] Say something now.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's, it's not my phone. Your phone something is up with your phone.
[CUSTOMER][NEUTRAL] Can you, um, can we hang up and you call me right back?
[AGENT][NEUTRAL] OK, we should, uh, your callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][POSITIVE] OK. Yes, sir. I'll try to call you back.