AccountId: 011433970860
ContactId: afe9e633-8be0-4b0a-9b26-676807b31916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82620 ms
Total Talk Time (AGENT): 32159 ms
Total Talk Time (CUSTOMER): 65029 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/afe9e633-8be0-4b0a-9b26-676807b31916_20250604T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII] with the non-web related question. How are you? Yay yay, doing good. I, I did 8 companies today. They keep they keep hitting the log in. They don't hit the the create an OSC account. It's like the main problem, so what I'm helping you guys. Hey, um, I have a policy number. Yeah, it's all good.
[AGENT][POSITIVE] Yay, just kidding. How are you? Fine, how are you?
[AGENT][POSITIVE] Wow.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We'll get over it. It's um 263. It's the policy number 263-581-6.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna let you know her first name's [PII].
[AGENT][NEUTRAL] Alright, let me just get in here.
[CUSTOMER][POSITIVE] And because I just wrote to I just wrote to uh [PII] I can't even say it now. I wrote to care team, but I think they put it exactly the way it was on the group detail. Just wanna make sure they switched it.
[AGENT][NEUTRAL] So, OK, so what's her name?
[CUSTOMER][NEUTRAL] [PII], I'm so confused. Her, her first name is [PII] and her last name is [PII].
[AGENT][NEUTRAL] OK, I was gonna say because it looked weird. OK, so yes, her first name they have is [PII] and the last name is [PII], [PII] Yes.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, last name [PII].
[CUSTOMER][POSITIVE] Right. OK, we're good. OK. All right, thanks. I just wanna make sure, uh, you take care. Yeah, that's it. All right, bye. Thanks, bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That all you needed? OK. All right, you too. OK. Talk to you later. Bye.