AccountId: 011433970860
ContactId: a2f385a4-5088-444a-b4a2-daaf28ca26dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134800 ms
Total Talk Time (AGENT): 27750 ms
Total Talk Time (CUSTOMER): 42646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a2f385a4-5088-444a-b4a2-daaf28ca26dc_20250103T18:49_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 22 months let me see. Yeah, 2 months back, I, um.
[CUSTOMER][NEUTRAL] Um, called
[CUSTOMER][NEUTRAL] Your office
[CUSTOMER][NEUTRAL] Asking for a copy of my
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and what I received is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Enclose our policy change forms to be completed and returned. I wasn't going to change my policy, I was just going to ask uh a copy of it.
[AGENT][POSITIVE] OK, I'm really sorry about that. It seems like we sent me the wrong thing. Do you have your policy number, ma'am, and I can uh take a look for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. It is 007.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 40062.
[AGENT][NEUTRAL] Perfect. And could you verify for me please your first and last name and date of birth?
[AGENT][NEUTRAL] I'm so sorry. I don't know if um you cut out on my end, but would you be able to verify for me your first and last name and date of birth, please?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you still there with me, ma'am?