AccountId: 011433970860
ContactId: 854c962d-c0d3-4bc9-b990-429936204512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83540 ms
Total Talk Time (AGENT): 29629 ms
Total Talk Time (CUSTOMER): 36999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/854c962d-c0d3-4bc9-b990-429936204512_20250224T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I keep trying to create my online account and it uh says no user was found with the information.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can I please get your name, your date of birth, and your policy number please?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 252-596-8.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, is [PII] there for me to be able to verify that it's OK to discuss his policy with you?
[CUSTOMER][NEUTRAL] Oh no, he just stepped out of the room, he asked me to get it, um, I guess we can call back.
[CUSTOMER][POSITIVE] Later, um, we're both at work we work together too, yeah.
[AGENT][NEUTRAL] OK. Yes, OK.
[CUSTOMER][NEUTRAL] Um, OK, well, I'll let him know he can call and.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. OK. All right. Well, you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Get it.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am bye.
[AGENT][NEUTRAL] Bye bye.