AccountId: 011433970860
ContactId: 8e22c46f-26c9-4315-8ff8-ff253d24d396
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94599 ms
Total Talk Time (AGENT): 21020 ms
Total Talk Time (CUSTOMER): 51610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8e22c46f-26c9-4315-8ff8-ff253d24d396_20250207T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I was calling to, I like about a year ago I call, I'm pretty sure this is who I have account through. Uh, I called to get some like my information sent to me, but I never got it. Um, I had to go to the hospital yesterday. I got cut on the hand, um, I can't remember what you guys.
[CUSTOMER][NEUTRAL] Cover and all that stuff but um I I think that that falls under it.
[CUSTOMER][NEUTRAL] I just need to know what I need to do.
[AGENT][NEUTRAL] OK [PII] and who do you work for?
[CUSTOMER][NEUTRAL] Who do I work for right now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The Oklahoma City Police Department.
[CUSTOMER][NEUTRAL] This is a this this policy is uh my personal policy before you guys uh my grandfathered in I've had it for like 20 years something like that, 10 years, 15 years, maybe 20, I don't know.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your last name, [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] What's a good number for me to call you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I will have to do a little research and I can call you right back, OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, [PII]. Give me just a minute, OK?
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][NEUTRAL] Alright, uh-huh, bye bye.