AccountId: 011433970860
ContactId: bd9aecc4-48da-4063-b4a5-56652cc434a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146589 ms
Total Talk Time (AGENT): 35990 ms
Total Talk Time (CUSTOMER): 56638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/bd9aecc4-48da-4063-b4a5-56652cc434a2_20250207T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. I had a call from someone named [PII] calling me about my claim.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh let me see if I can get that. Hang on.
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm pulling it up now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 2551818.
[AGENT][NEUTRAL] Alright, I do need you to verify your date of birth, address, and email address, please.
[CUSTOMER][NEUTRAL] Uh [PII] is my date of birth. Address [PII].
[CUSTOMER][NEUTRAL] Uh, my email address, I think I'll have [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so you're returning um [PII]'s call concerning your claim that you submitted um to us. One moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Let me transfer you to her one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Calling AO's [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], I'm about to transfer her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I did verify her information. Here she comes.
[CUSTOMER][NEUTRAL] OK.