AccountId: 011433970860
ContactId: 85620c36-15cb-4ef1-bdd7-6185706e3c37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172240 ms
Total Talk Time (AGENT): 78457 ms
Total Talk Time (CUSTOMER): 45820 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/85620c36-15cb-4ef1-bdd7-6185706e3c37_20250102T17:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Happy new [PII]. I'm calling from an attorney's office. I just wanted to know how do I send our letter of representation. We represent one of your insured from auto accident.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, you can actually fax that or email that to us, um, whatever is convenient for you, or would you like both?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, I'd like both please.
[AGENT][NEUTRAL] Alright, if you're gonna be emailing that we're gonna need the insured's full name and their policy number along with the attachment and you can email it to care Team which is CARE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also fax it to our customer service department it's [PII].
[CUSTOMER][NEUTRAL] The fax
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and do you have like a direct line for me I guess to follow up on this with your like legal team or segregation department?
[AGENT][NEUTRAL] We do have a segregation department. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you the claims department or the representative who specifically handles that, bear with me.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] So you're still gonna use the [PII] number that you used and the prompts to dial by extension.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the representative is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her extension is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Uh, no, that, that's all. You have a great day. Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you