AccountId: 011433970860
ContactId: 9ebd2712-eaff-4ba8-95b4-a9e59df36671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148000 ms
Total Talk Time (AGENT): 49850 ms
Total Talk Time (CUSTOMER): 62572 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9ebd2712-eaff-4ba8-95b4-a9e59df36671_20250430T21:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, I was going through some paperwork of mine in my drawer, and I found a check. And I have a check. Can you check and see if this check has been actually I have the check.
[AGENT][NEUTRAL] OK, um, I can check the system. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and my number is [PII].
[AGENT][NEUTRAL] OK. And Miss um [PII] do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't have a policy number. Can I give you my social security number?
[AGENT][NEUTRAL] Bear with me just a second, let me pull another system where I can use this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. What was the other one? Oh, my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm perfect. Thank you. Um, let me have that check number.
[CUSTOMER][NEUTRAL] Mhm the check number is 018428854104186.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Yes, it cleared back on [PII], so you probably just, yeah, I don't.
[CUSTOMER][NEUTRAL] It did.
[CUSTOMER][NEUTRAL] OK, I'm I'm going, who's gonna, how can my table a check? OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. Have a good day. Thank you bye bye.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else? OK, have a good day. Bye bye.
[CUSTOMER][POSITIVE] No, that's it thank you bye.
[AGENT][POSITIVE] You're welcome.