AccountId: 011433970860
ContactId: 322031c7-ac51-4998-8d01-2ce4b742ed95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327239 ms
Total Talk Time (AGENT): 73300 ms
Total Talk Time (CUSTOMER): 56204 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/322031c7-ac51-4998-8d01-2ce4b742ed95_20250430T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. Can I give you a, um,
[CUSTOMER][NEUTRAL] I guess like a policy number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 022.
[CUSTOMER][NEUTRAL] 49403
[AGENT][POSITIVE] OK, thank you. And can I get a good callback number um in case we get disconnected while I'm pulling the policy up.
[CUSTOMER][NEUTRAL] Yep it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, do you mind verifying your date of birth and address for me, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And how can I help you today with this policy?
[CUSTOMER][NEUTRAL] Um, so
[CUSTOMER][NEUTRAL] There was actually is it I think um I received the letter I'm I'm not I don't have it here in front of me.
[CUSTOMER][NEUTRAL] But um there was something that you needed more information about I guess an address.
[CUSTOMER][NEUTRAL] In regards to some type of payment or something on one of the claims.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I will need to transfer you to somebody in our claims department um that can look up the claim to see what they're needing for that um do you have a claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Alright, uh, and is there anything else I can help you with in customer service before I transfer you to claims?
[CUSTOMER][POSITIVE] No, that's it today thank you.
[AGENT][POSITIVE] Mhm. Alright, well thank you for calling APL. You have a wonderful day and I I connect you with clients. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured spouse on the phone. He is on the policy. Um, he's saying that claims is requesting more information on a claim, and he's
[AGENT][NEUTRAL] I'm not, I don't have access to claims, so he's needing to speak to somebody to see what they they need.
[CUSTOMER][NEUTRAL] OK, perfect. Do you have his policy number?
[AGENT][NEUTRAL] I do. It's 224-9403.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I can talk to him.
[AGENT][POSITIVE] All right, thank you, and here he is.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, this is [PII] on the