AccountId: 011433970860
ContactId: 40b0c8e5-ee7a-4b26-b78a-13aa3197748d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106389 ms
Total Talk Time (AGENT): 41900 ms
Total Talk Time (CUSTOMER): 38774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/40b0c8e5-ee7a-4b26-b78a-13aa3197748d_20250129T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I'm calling from State Farm Life Insurance, and we're sending the outgoing 1035 exchange. What is the best address to send that paperwork to?
[AGENT][NEUTRAL] And um you're with State Farm Life Insurance and you said you were sending what please ma'am?
[CUSTOMER][NEUTRAL] We're sending in an outgoing 1035 exchange and we're just trying to find out the address to send the paperwork to. Is this still the [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That is our claims address is it is it a claim that you're sending?
[CUSTOMER][NEUTRAL] No, it's like an outgoing like a rollover form.
[AGENT][NEUTRAL] OK, let me, um, give you the, um, physical address to send it. The address you just gave me is the claims address. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and is your fax number is it still [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Thank you Miss [PII], you have a good day and thanks for calling APL.