AccountId: 011433970860
ContactId: 4c13dc18-a2e5-413f-931c-a225eac84591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171300 ms
Total Talk Time (AGENT): 39872 ms
Total Talk Time (CUSTOMER): 40520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4c13dc18-a2e5-413f-931c-a225eac84591_20250122T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm trying to find um a network provider.
[CUSTOMER][NEUTRAL] In my area.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know how to do that.
[AGENT][NEUTRAL] OK, yeah, I can help you out with that uh finding a provider. What was your name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Give me one sec
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 85102.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry [PII] it's, it's breaking up pretty bad um could you repeat that?
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect thank you. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that. OK, so this is our limited indemnity.
[CUSTOMER][NEUTRAL] It's not the work just the nose.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] That's why I didn't wanna do it because I know I didn't have a service out here.