AccountId: 011433970860
ContactId: a3a0eb93-2535-46a7-897a-7ec21dcacd79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108919 ms
Total Talk Time (AGENT): 30789 ms
Total Talk Time (CUSTOMER): 48857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a3a0eb93-2535-46a7-897a-7ec21dcacd79_20250115T23:39_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] who I've got her on the other line.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 253-583-5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, good afternoon, Miss [PII]. This is [PII] in customer services. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, I was calling to see if you received my uh email.
[CUSTOMER][NEUTRAL] On the form for my cancer policy.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, let me check and see real quick.
[AGENT][NEUTRAL] When did you send them today or?
[CUSTOMER][NEUTRAL] Oh, it was the other day, once a day. I think it was, uh, what's the day? Wednesday. It had to be.
[CUSTOMER][NEUTRAL] Maybe Friday? I'm trying to think.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] Let me look at my email.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII], I think it was Sunday.
[AGENT][NEUTRAL] OK, let me check. Uh, yes, I did, here it is.
[AGENT][POSITIVE] All right. I, I do have it and I'll get it taken care of real quick for you.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it. I just wanna make sure you got it so I can process whatever y'all need to process.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Mhm. Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Goodbye.