AccountId: 011433970860
ContactId: 9dfa5c52-e9e4-4637-bb71-4e7f248380f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172990 ms
Total Talk Time (AGENT): 88080 ms
Total Talk Time (CUSTOMER): 55312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/9dfa5c52-e9e4-4637-bb71-4e7f248380f5_20250508T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm calling because I'm, I'm gonna, uh, I was doing a, a filing a claim accident and, um, I'm mailing in, I can get the mailing address.
[AGENT][NEUTRAL] Yeah, OK. Um, sure, I can assist you with the mailing address. Um, I just need to get some information just to make sure I give you the correct information. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, 122-5333.
[AGENT][NEUTRAL] It was 1225336.
[CUSTOMER][NEUTRAL] Oh, the [PII] on the end of it?
[AGENT][NEUTRAL] No, I'm asking, is it 122533.
[CUSTOMER][NEGATIVE] Oh no, I, no.
[CUSTOMER][NEUTRAL] Yeah, it's 122-5333.
[AGENT][NEUTRAL] 0, 33. OK, yeah, thank you. I'm sorry. OK, so let's see what type of policies this one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, OK. And Ms. [PII], for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, right. Thank you.
[AGENT][NEUTRAL] OK, and this is a cancer. All right. And can you verify that email address for me?
[CUSTOMER][NEUTRAL] Uh email [PII].
[AGENT][NEUTRAL] All right, perfect. And you're trying to send it just regular mail, correct? No overnight or anything like that? OK. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, just regular.
[AGENT][NEUTRAL] OK, all right, so you can go ahead and send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I had it right. I just making sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. It's OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.