AccountId: 011433970860
ContactId: 73ece272-49ba-4012-9754-4096689322e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283410 ms
Total Talk Time (AGENT): 76009 ms
Total Talk Time (CUSTOMER): 110447 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/73ece272-49ba-4012-9754-4096689322e2_20250612T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I, um, was, uh, wanting to file a claim and I don't have, um, I have, well I haven't filed since maybe.
[CUSTOMER][NEUTRAL] Oh, it's been maybe a year, maybe 1.5, and I don't know my um.
[CUSTOMER][NEUTRAL] My file number?
[AGENT][NEUTRAL] OK, um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, the social is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh, mechanical line.
[CUSTOMER][NEUTRAL] Stay busy all the time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] very unique person.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] Uh, the address is [PII]. My email is [PII].
[AGENT][NEUTRAL] Uh, it looks like we have a work email, possibly.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Do you want to change that?
[CUSTOMER][NEUTRAL] Uh, yes, to uh the [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, um, and then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, it looks like your policy number. Are you ready to take that down?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, policy number is 252.
[AGENT][NEUTRAL] 664 5.
[CUSTOMER][NEUTRAL] OK, 252-6645.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that, that would be the, uh, that I would use that policy number.
[AGENT][NEUTRAL] Yes, if you're filing a claim, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, when you go in to file a claim, um.
[CUSTOMER][NEUTRAL] OK, I've forgotten how you do that. Do you, is a number um.
[CUSTOMER][NEUTRAL] That you logged in with.
[AGENT][NEUTRAL] Um, yes, you, uh, we've actually upgraded our website, so you'll have to create your account over again.
[AGENT][NEUTRAL] Um, so it's secured. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, that's secured.
[AGENT][POSITIVE] Secured
[CUSTOMER][NEUTRAL] OK, it's, it's the [PII], mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and I'd have to.
[AGENT][NEUTRAL] Yeah, you'll see when you log in there you'll see create your OSC account and you'll click on that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You'll be the insured.
[AGENT][NEUTRAL] And then you'll go through the prompts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help with, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.