AccountId: 011433970860
ContactId: 6e478250-2686-4c16-bf52-9cd93df3e8db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92019 ms
Total Talk Time (AGENT): 44018 ms
Total Talk Time (CUSTOMER): 45172 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6e478250-2686-4c16-bf52-9cd93df3e8db_20250203T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to file an accident claim and I don't really have a or I don't have a way to fax it, and I'm not in your system anymore so I can't, I can't, you know, log in, um, so I need your mailing address to mail it to mail a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Definite do you already have a claim form?
[CUSTOMER][NEGATIVE] Yes, it's all filled out and ready to go and I was trying to fax it through our company email system but it's not not working you know.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not gonna work OK alrighty yeah let me know when you're ready I can get that to you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alrighty, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll do. I'll get this in the mail here in a little bit.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sounds good thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you bye bye.