AccountId: 011433970860
ContactId: 6b8fc9a8-9a89-49c0-8a6f-8ddd153b8894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144679 ms
Total Talk Time (AGENT): 96783 ms
Total Talk Time (CUSTOMER): 42899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6b8fc9a8-9a89-49c0-8a6f-8ddd153b8894_20250523T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, Ms. [PII], it's [PII], and I was just calling to make sure you don't need anything else from, um, [PII].
[AGENT][NEUTRAL] OK, let me pull that policy up.
[CUSTOMER][NEUTRAL] I missed on [PII], uh, you, you want the number?
[AGENT][NEUTRAL] I know, yeah, yeah. Yeah, give me one second to get to that screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's going on with my computer. Let me go to the other screen.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I think my computer is ready for the weekend.
[AGENT][POSITIVE] Mine must be too because it wouldn't let me do anything, so let me keep going so I can get to where I need to be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] All right, you can give me the policy number.
[CUSTOMER][NEUTRAL] 00152991.
[AGENT][NEUTRAL] All right, I have it up. And for [PII]. That claim, I didn't need anything else. That was the money was paid to the state of, uh, Mr. [PII], and that check should be mailed out of office, should be mailed out on yesterday. It's going to Mr.
[AGENT][NEUTRAL] Uh, to your address to that [PII], whatever it was in [PII], I believe it, yeah, yeah, uh-huh, that should have been mailed out yesterday. It was processed on the [PII], was generated on the [PII]. They didn't mail it out yesterday, gonna mail it out today, but yeah, it's going to his address. Uh-huh. And they check them out.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we'll wait.
[AGENT][NEUTRAL] OK, the check amount should be, the check amount that's going to him is gonna be $11,265.44 and it made to the state of Mr. [PII].
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] OK, alright, well hopefully we won't have any more problems with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, hopefully you won't, yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, well, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day.
[CUSTOMER][POSITIVE] Thanks for your help and your patience, you too.
[AGENT][POSITIVE] Oh, right. Thank you. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, you, you too bye bye.