AccountId: 011433970860
ContactId: b4378b21-b7b8-44de-8de9-95cc8ecf15a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201289 ms
Total Talk Time (AGENT): 71333 ms
Total Talk Time (CUSTOMER): 59744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b4378b21-b7b8-44de-8de9-95cc8ecf15a2_20250122T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um,
[CUSTOMER][NEUTRAL] I'm, I'm calling with um questions about my claims about my claim.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] I want that
[CUSTOMER][NEUTRAL] Um, to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think I spoke with you today or yesterday.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Um, what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 2552435.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. Give me a second to pull up your information.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth and your mailing address and your email?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so are you, we, you called earlier about sign, uh, not able to sign on to your online account, so are you at a desktop or laptop?
[CUSTOMER][NEUTRAL] Oh no, I'm not, um.
[CUSTOMER][NEUTRAL] I was calling to see um when would be a good like.
[CUSTOMER][NEUTRAL] The time when I, uh, I leave work at um.
[CUSTOMER][NEUTRAL] [PII] and then when I go home I'll be able to access one so.
[AGENT][NEUTRAL] OK, got it. Let me see. So you're in [PII], so what time is it there?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is currently [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1. OK, so you, it's, it's, it's [PII] here. Our office closed at [PII] Central Standard Time.
[AGENT][NEUTRAL] So it'll be your your time would be [PII], so you may wanna call.
[AGENT][NEUTRAL] Right when you get home from work, because if it's [PII] your time.
[AGENT][NEUTRAL] It'll be [PII] our time.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Are, are you the one I spoke with earlier today?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, OK, yes, OK, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But um OK yeah so when I get home I'll make sure I do that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, very good. We'll be here till [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] OK thanks
[AGENT][NEUTRAL] All [PII]. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, alright.