AccountId: 011433970860
ContactId: b223def1-107c-415f-858f-31f6364fcc6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346549 ms
Total Talk Time (AGENT): 60182 ms
Total Talk Time (CUSTOMER): 64801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b223def1-107c-415f-858f-31f6364fcc6f_20250305T15:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII] calling. I was calling about a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And also I had a girl yesterday speaking to her name was [PII]. She said I could just ask for her name and maybe talk to her about this.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] She said that you can ask for her?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, give me one second. What's your policy number?
[CUSTOMER][NEUTRAL] It's 0243.
[CUSTOMER][NEUTRAL] 1002.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], verify your date of Dar date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[CUSTOMER][NEUTRAL] Address is, um, y'all might have [PII].
[CUSTOMER][NEUTRAL] Is that the address you have on file?
[AGENT][NEUTRAL] That is the correct address that we have is that the correct one that you want on file?
[CUSTOMER][POSITIVE] Well, I'm, I've remarried since all this and moved in with my wife and my, my kids live at that residence. I mean, my kids have the place.
[AGENT][NEUTRAL] Yeah, it's up to you.
[AGENT][NEUTRAL] Whether you want it changed or not?
[CUSTOMER][NEUTRAL] We'll leave it as is for right now.
[AGENT][NEUTRAL] OK. And what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me 1 2nd [PII]. I'm trying to message [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting for a response, [PII], OK? Then I can, she's available to get you transferred over there to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she said that she's free. Give me one second.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I have [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Is asking to speak to [PII], your notes are always so clear in line.
[CUSTOMER][NEUTRAL] I always feel like I'm writing a book, but
[AGENT][NEUTRAL] But in
[AGENT][NEUTRAL] Well, sometimes you have to, especially with these type of policies.
[CUSTOMER][POSITIVE] Oh yeah for sure for sure.
[AGENT][NEUTRAL] So his, the phone number that's registered is his callback number and I have him fully verified.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're right, you're ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, here he comes. Thank you so much.
[CUSTOMER][POSITIVE] No problem.