AccountId: 011433970860
ContactId: 55a3ec1c-dba8-4f18-8957-61304cec6e18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172139 ms
Total Talk Time (AGENT): 44517 ms
Total Talk Time (CUSTOMER): 111834 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/55a3ec1c-dba8-4f18-8957-61304cec6e18_20250113T20:55_UTC.wav
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[CUSTOMER][NEUTRAL] You got me on the phone.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Don't you?
[CUSTOMER][NEUTRAL] I'm gonna end up, I need some help with the uh to change my to change my uh.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, my direct deposit, I'm sorry, I can't think right now. I'm under a lot of, uh, bullshit stress right now, but anyway, I apologize for my language, but I need, I need you to email me, uh, that form that I gotta send back in to change my direct deposit.
[AGENT][NEUTRAL] OK, hold on just to, uh, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh no, ma'am. I have my social though.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] A good deal.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] It's going to.
[CUSTOMER][POSITIVE] What do you remember that came from in the world one day, yeah, we'll go get it today.
[CUSTOMER][NEGATIVE] Just, just leave me alone. Just go away. What? I don't need it.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEGATIVE] I'm evil, really. I'm the one with the fucking kneecaps that are all fucked up. You not a black guy. Look, I don't quit.
[CUSTOMER][POSITIVE] you're staying here. Yes, you're here. You're staying and living.
[AGENT][NEUTRAL] Is this on your disability policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I'm gonna go take a look. Oh you're not. Oh, so you're gonna go to jail.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, and you want a direct deposit form emailed to you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEGATIVE] I don't trust you.
[AGENT][NEUTRAL] And that's the correct email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll get someone to email it to you then.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, and I apologize for talking while we were on the line. I, uh, just have a one of those days. I appreciate you. You have a good day, OK?
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.