AccountId: 011433970860
ContactId: aca6d1eb-052f-4f86-8f1b-7e0d40aa7097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107959 ms
Total Talk Time (AGENT): 38306 ms
Total Talk Time (CUSTOMER): 37655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/aca6d1eb-052f-4f86-8f1b-7e0d40aa7097_20250508T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, OK, so I need to get or grab a um claims um form for um an accident.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] So, what is the website? OK, good.
[AGENT][NEUTRAL] Sure, the website that you'll go to is [PII].
[AGENT][NEUTRAL] [PII], it's all one word, [PII].
[AGENT][NEUTRAL] And you should see a tab that let me pull it up so I can kinda walk you through.
[AGENT][NEUTRAL] All right, so at the top ribbon you'll see claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just scroll down.
[AGENT][NEUTRAL] And the very first one is accident claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Do I need to sign in? Oh, OK, no, here we go. Well, there you go. OK. Well, fantastic. Um, OK, I'll make note of this website and, um, and thank you. I hope everything's going well.
[AGENT][POSITIVE] Everything's going great. How about for you?
[CUSTOMER][POSITIVE] Oh, pretty well. Yes.
[CUSTOMER][POSITIVE] Thank you so much. Hey, listen, honey, you have a great day.
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Thanks.