AccountId: 011433970860
ContactId: 791a7a69-1c4a-4978-9ba9-19dbd5d1f901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252800 ms
Total Talk Time (AGENT): 48465 ms
Total Talk Time (CUSTOMER): 71533 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/791a7a69-1c4a-4978-9ba9-19dbd5d1f901_20250605T19:39_UTC.wav
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[AGENT][NEUTRAL] calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] going.
[AGENT][NEUTRAL] OK. I, I can barely hear you.
[CUSTOMER][NEUTRAL] Let me check on my phone please.
[AGENT][NEUTRAL] OK, check on a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it for yourself?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's for my son.
[AGENT][NEUTRAL] OK, do you have the policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01392608
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and your name?
[CUSTOMER][NEUTRAL] Oh that.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And do you have the email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK and then is there a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then was the claim for yourself?
[CUSTOMER][NEUTRAL] I mean I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] something with y'all um things uh stuff on the computer because of my gonna get into the computer.
[CUSTOMER][NEUTRAL] That's why I have the car.
[AGENT][NEUTRAL] Yes, you'll have to create a new account.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and then this was for which child?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, take your picture.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you have the date of service?
[CUSTOMER][NEUTRAL] Um, the [PII] probably.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, it looks like we just processed that and we sent a form to complete. We just needed a detailed um information about what accident occurred.
[AGENT][NEUTRAL] It went out on [PII]. You should receive it in the next few days.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I couldn't do it online.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.