AccountId: 011433970860
ContactId: 649eda27-f32d-4ef4-b735-81af5abff2b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82000 ms
Total Talk Time (AGENT): 40708 ms
Total Talk Time (CUSTOMER): 39985 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/649eda27-f32d-4ef4-b735-81af5abff2b8_20250624T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi [PII], this is [PII] in claims. How are you?
[AGENT][POSITIVE] Hey [PII], I'm doing well how are you?
[CUSTOMER][NEUTRAL] I am great thanks for asking. I have an insured along with his girlfriend who is speaking for him on my back line. They are trying to verify he is adamant that he had a policy prior to what I'm seeing in my system. Can you help them with anything prior to what we have in line?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No ma'am I don't know how we would be able to see anything um unless it was something on maybe um unless there's something on on base that's the only thing I could think do they have a a policy number?
[CUSTOMER][NEUTRAL] OK. Is that
[CUSTOMER][NEUTRAL] Customer service, uh.
[CUSTOMER][NEUTRAL] Yes, it's 02418405.
[AGENT][NEUTRAL] The only time I've ever experienced someone um that I couldn't find a a policy in our system, it was one of the old policies and it was just not in line um but um it was definitely not one of the newer policy numbers so I would just be able to see what you see.
[CUSTOMER][POSITIVE] OK, alrighty well let me let her know that then. Thank you.
[AGENT][POSITIVE] All right, don't worry about that, of course, have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.