AccountId: 011433970860
ContactId: b4db8728-ef5f-4c43-b363-898bf33ff00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224679 ms
Total Talk Time (AGENT): 96706 ms
Total Talk Time (CUSTOMER): 73579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b4db8728-ef5f-4c43-b363-898bf33ff00b_20250408T19:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], afternoon. My name is [PII]. I'm calling um from Mimi [PII] and Associates at State Farm. Um, I received an email earlier for the [PII] case, and I was unable to log into the, um, the website to download the records.
[AGENT][NEUTRAL] OK. Um, give me one minute. Let me, what was um, what was the insured's name?
[CUSTOMER][NEUTRAL] Um, [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, give me one minute. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Hold on for one minute.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you have um [PII]'s date of birth by any chance?
[CUSTOMER][NEUTRAL] Yes, let me pull it up here, uh.
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] OK, thank you. And, and I'm sorry, what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and what is a good telephone number in case we um get uh um disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It will be [PII].
[AGENT][NEUTRAL] OK, and you're with State Farm. OK, and you're getting, is it like wanting the password, is that what it's wanting?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Yeah, I had clicked on it. I was like, OK, what is the password?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one minute and I'll get that password for you. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, um, the first letter is going to be lowercase and then the rest of the letters will be uppercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so [PII],
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], no, I'm sorry, that's not a [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right, is it OK if I repeat that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I have [PII] [PII] Mary, P A N as in Nancy, D G H X [PII] 7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and the rest of them are all all capitalized except for the T at the beginning.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So for the T, perfect. OK, thank you so much.
[AGENT][NEUTRAL] OK, you have anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh, no, ma'am. That'll be all.
[AGENT][POSITIVE] OK, well, you have a wonderful day, [PII], and thank you for calling American Public Life. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too. Bye bye.