AccountId: 011433970860
ContactId: 5807a10e-f3a6-457d-8a6d-3aaae4bd6f66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113319 ms
Total Talk Time (AGENT): 33067 ms
Total Talk Time (CUSTOMER): 53299 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/5807a10e-f3a6-457d-8a6d-3aaae4bd6f66_20250411T16:10_UTC.wav
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[AGENT][NEUTRAL] This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone. His name is [PII].
[CUSTOMER][NEUTRAL] His policy number is 2361671.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And he's been completely verified the number he's calling from is a good callback number.
[CUSTOMER][NEGATIVE] And he's calling because he needs a statement um for his account for his policy he said that uh he just got it reinstated and he hasn't received anything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Looks like we got nice in here hang on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, he hung up.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I got a call back number?
[CUSTOMER][NEUTRAL] But I can um give you the number again, yeah, I've got it it's [PII].
[AGENT][NEGATIVE] Hang on. 7, my pen work quit working during pen.
[CUSTOMER][NEUTRAL] 56, OK.
[AGENT][NEUTRAL] 770.
[CUSTOMER][NEUTRAL] 568.
[CUSTOMER][NEUTRAL] 7327.
[AGENT][NEGATIVE] It should have went out, but it could be.
[AGENT][NEUTRAL] No, it didn't go. I'll research it and if anything we'll just have to get another one too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did verify his address just to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, I verified his address, um, phone number, email, everything's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll call him back. Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[CUSTOMER][NEUTRAL] OK.