AccountId: 011433970860
ContactId: 6436ce2f-f596-4a36-ad61-60ec6527792f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375519 ms
Total Talk Time (AGENT): 67953 ms
Total Talk Time (CUSTOMER): 67190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/6436ce2f-f596-4a36-ad61-60ec6527792f_20250610T17:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have a couple questions about some paperwork I'm filling out.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] The policy number I have, yes, for short term is
[CUSTOMER][NEUTRAL] 263-606-9.
[AGENT][POSITIVE] Thank you. Hold on.
[CUSTOMER][NEUTRAL] I'm sorry, that's the
[CUSTOMER][NEUTRAL] I need the I gotta give you the short term that was for the accident policy.
[AGENT][NEUTRAL] I can look it up for you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] I have it right here if you need it to.
[AGENT][POSITIVE] I have it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Address is [PII] sorry excuse me, [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you had a question about filling out a form?
[CUSTOMER][NEUTRAL] Yes, it is page 8.
[CUSTOMER][NEUTRAL] Of the K3 salary information.
[AGENT][NEUTRAL] OK, um, I can get someone to help you with that. Is that OK if I transfer you or would you like to call back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nope, that's fine.
[AGENT][NEUTRAL] OK, I'll transfer you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO. You have a good day and I'll transfer you.
[CUSTOMER][POSITIVE] OK, great. They do that one.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Can I get someone to call you back, um, in just a few minutes? OK, it's [PII]. OK, I'll have someone call you back. I'm sorry about that.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, great. No, that's OK. Thank you.
[AGENT][POSITIVE] Thank you, Miss.
[AGENT][NEUTRAL] [PII], for calling APL and I'll get someone to call you back.
[CUSTOMER][POSITIVE] OK, great. Mm bye bye.
[AGENT][POSITIVE] Thank you