AccountId: 011433970860
ContactId: 9c4b111d-04ef-4445-8b49-4630c34dab02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86040 ms
Total Talk Time (AGENT): 45211 ms
Total Talk Time (CUSTOMER): 31602 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9c4b111d-04ef-4445-8b49-4630c34dab02_20250227T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am, and I'm gonna fetch y'all some papers over there. I need y'all fax number.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] [PII], can I get your policy number?
[AGENT][POSITIVE] So that I can, um, yes, sir.
[CUSTOMER][NEUTRAL] 256-6030
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[CUSTOMER][NEUTRAL] And I think like.
[AGENT][NEUTRAL] OK, sir, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons can you verify your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII] uh mailing address [PII] phone number [PII].
[AGENT][NEUTRAL] Thank you. I appreciate you verifying that. The phone number for the fax is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, got you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] thank you ma'am.
[AGENT][POSITIVE] Yes, sir. You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye