AccountId: 011433970860
ContactId: 4f1b7948-e810-4ba0-91cf-553b8871ce52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153160 ms
Total Talk Time (AGENT): 65619 ms
Total Talk Time (CUSTOMER): 32569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4f1b7948-e810-4ba0-91cf-553b8871ce52_20250506T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from Thompson Law, and I was calling because I wanted to send over a letter of representation to your subrogation department.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Alright, let me get you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Let's see you have to submit the request.
[AGENT][NEUTRAL] OK, so it's gonna go to, um, you can do it via fax or mail, which way do you prefer?
[CUSTOMER][NEUTRAL] Facts.
[AGENT][NEUTRAL] OK, fax number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that'll be attention to claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I address it to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Do I address it to American public life?
[AGENT][NEUTRAL] You can do APL, the acronym, A as in apple, P as in Papa, L as in Lincoln.
[CUSTOMER][NEUTRAL] OK, and then do you have a mailing address?
[AGENT][NEUTRAL] Yeah, absolutely. So the mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our zip code is [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll get that sent over.
[AGENT][POSITIVE] All right, sounds good. Anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK