AccountId: 011433970860
ContactId: 402198bb-3301-4e08-996c-677b74218ec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116410 ms
Total Talk Time (AGENT): 33070 ms
Total Talk Time (CUSTOMER): 95859 ms
Interruptions: 4
Overall Sentiment: AGENT=-1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/402198bb-3301-4e08-996c-677b74218ec9_20250514T17:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, uh, is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey [PII], um, I don't know if you know me, but my, my name is [PII], uh, I'm an APLGA with, uh, a Carson American Public Life, and I need to check to see if somebody's is getting their claims processed.
[AGENT][NEUTRAL] You didn't say agent extraordinaire. What's going on today?
[CUSTOMER][NEGATIVE] Uh, I, I, uh, went on vacation to Panama City Beach with my wife worked on, and I ended up getting Bell's palsy from my, if you know what that is. So yeah, I'm slurred on one side of my face like somebody shot me with novocaine, so totally out of it, um, until I get, yeah, it's a minor, it's like, um, I got a pinched nerve somehow.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, sorry. OK.
[CUSTOMER][NEUTRAL] And um so what am I gonna do? so just gotta talk my way through it, but if you can understand me I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what's that policy number?
[CUSTOMER][NEUTRAL] Alright, it's 2581472.
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And what's that data service? Oh well, we don't have anything for them, so.
[CUSTOMER][NEUTRAL] Uh, it's for his son. Yeah, it's for his son [PII]. Um, do you need [PII]'s, uh, date of birth, which is [PII]. OK, so the date of service is [PII]. You have nothing.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] No, that's fine. Um.
[AGENT][NEGATIVE] We have nothing.
[AGENT][NEGATIVE] We have nothing.
[AGENT][NEGATIVE] So we haven't received anything in the process.
[CUSTOMER][NEUTRAL] OK, I, I figured it's, yeah, it's a guy and he's, and he's a manufacturer, so, um, he's already added that he said alright, I'll, I'll handle that. I just wanted to make sure thank you.
[AGENT][NEUTRAL] OK, anything else?
[CUSTOMER][POSITIVE] Alright you take care. No, that's it thanks ma'am thank you ma'am bye.
[AGENT][POSITIVE] You too. I hope you feel better. All right. Have a good day. Mhm. Bye-bye.