AccountId: 011433970860
ContactId: 9c2167f3-68ae-4444-8dc7-3ddc8c0bdad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138660 ms
Total Talk Time (AGENT): 45058 ms
Total Talk Time (CUSTOMER): 59068 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9c2167f3-68ae-4444-8dc7-3ddc8c0bdad8_20250331T20:25_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am trying to get your physical address so I can drop something off.
[AGENT][NEUTRAL] OK, so our office is not open, um.
[AGENT][NEUTRAL] To for
[AGENT][NEUTRAL] Claims or documents to be dropped off.
[CUSTOMER][NEUTRAL] OK, I got a I've.
[CUSTOMER][NEUTRAL] I got something and I'm supposed to file the the claim form and include the original policy.
[AGENT][NEGATIVE] For a loss of life.
[CUSTOMER][NEUTRAL] So it's kind of bulky, uh huh, do I have to include the original policy?
[AGENT][NEUTRAL] Um, what's your policy number? Let me look that up and I can check it for you.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Um, 549231.
[AGENT][NEUTRAL] Let's see what they're needing. Bear with me just one second.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] But on this letter my name's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The letter doesn't tell me where to mail this to. It has the address at the bottom like on the letterhead address. I'm not sure that's where to send it.
[AGENT][NEUTRAL] OK, I'm checking. Bear with me just one second.
[AGENT][NEUTRAL] Is that the um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's the address it would need to go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I need to include the policy.
[AGENT][NEUTRAL] Yes ma'am, that policy number.
[CUSTOMER][NEUTRAL] Oh, I, I gave it. Are you asking me for it? OK, I thought I gave it to you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, ma'am, just include that policy number.
[CUSTOMER][POSITIVE] OK, OK, all right, thank you.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Bye.