AccountId: 011433970860
ContactId: 4d3bbc1a-5e3f-4ea4-b86f-9e5bd0836bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168990 ms
Total Talk Time (AGENT): 61177 ms
Total Talk Time (CUSTOMER): 37695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4d3bbc1a-5e3f-4ea4-b86f-9e5bd0836bfd_20250409T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and I'm trying to get my policy number. I don't know, I'm trying to get it.
[AGENT][NEUTRAL] OK, I can give you, um, get your policy number for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII], um, [PII].
[AGENT][POSITIVE] Thank you for that. And the last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and um I can search the, let me try with the name first. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up here. Hold on one moment.
[AGENT][NEUTRAL] And you said your first name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for an accident policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, this might be it.
[CUSTOMER][NEUTRAL] I know I think to begin with 611 I think. I just don't know the rest.
[AGENT][NEUTRAL] Hold on one moment. It's taking its time here. I apologize.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Here we go, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, this is it. And thank you so much for verifying. I just need to verify your mailing address and the email address on file.
[CUSTOMER][NEUTRAL] Um, [PII], and I think I got [PII].
[AGENT][NEUTRAL] Yes, and all the information provided is a verification of benefits, not a guarantee of payment. Your policy number is 655.
[AGENT][NEUTRAL] 116.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, there you go. OK, thank you. 655-116.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.