AccountId: 011433970860
ContactId: 913d7145-6695-464f-bced-09c0a1dc0df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85470 ms
Total Talk Time (AGENT): 23258 ms
Total Talk Time (CUSTOMER): 40941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/913d7145-6695-464f-bced-09c0a1dc0df1_20250409T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I have a claim with you guys. I was trying to reach [PII]. She's the one who's been working with my claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is she available?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] The that.
[AGENT][NEUTRAL] I show she's on a call right now. Do you want me to send her a message to have her call you as soon as she gets off?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, and what, um, could you give me your policy number, please?
[CUSTOMER][NEUTRAL] Uh, my policy number is
[CUSTOMER][NEUTRAL] Give me one second. I just wrote it down on this paperwork.
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] No, you're, you're fine. I've been having to write that policy number down so many times. OK, it is 02596501.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your number?
[CUSTOMER][NEUTRAL] It is 903.
[CUSTOMER][NEUTRAL] 669
[CUSTOMER][NEUTRAL] 7989
[AGENT][POSITIVE] OK, I will give her this message and she'll call you as soon as she can.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.