AccountId: 011433970860
ContactId: 6a484c63-b2a1-460d-8986-f73e2925784c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123360 ms
Total Talk Time (AGENT): 40240 ms
Total Talk Time (CUSTOMER): 49553 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6a484c63-b2a1-460d-8986-f73e2925784c_20250304T14:24_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], so I was calling because I was trying to, I just tried to do some claims on my phone and I was wondering, will it show you if I did it correctly?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can see if we've received the claim for you. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, hold on.
[CUSTOMER][NEUTRAL] Mm yeah it's um 024473993.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you mind verifying your information for me? I need your date of birth and your address, phone number, and email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] What else did she say?
[AGENT][NEUTRAL] Uh, phone number and email.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and you were calling to see if we've received the, the client that you did on your phone let me check and see.
[AGENT][NEUTRAL] I do see that we've received 22 claims this morning.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, sounds good. OK, so it went through. OK, it was just hard trying to figure out over the phone. Alright, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes ma'am. Alright, well thank you for calling APL. Is there anything else that I can help you with or?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well, you have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, you do the same bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.