AccountId: 011433970860
ContactId: c21c1fa9-b2b6-4637-ae24-29e0f4105d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143990 ms
Total Talk Time (AGENT): 43359 ms
Total Talk Time (CUSTOMER): 58340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c21c1fa9-b2b6-4637-ae24-29e0f4105d8c_20250416T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII]. I called the other day. I'm doing a new electronic funds transfer.
[CUSTOMER][NEUTRAL] Uh, can, is there, it asked me for my policy number. Is there any way you can give me that?
[CUSTOMER][NEUTRAL] So I can put it on here.
[AGENT][NEUTRAL] Yeah, of course. Uh, let's see.
[AGENT][NEUTRAL] What is your social security number and I can look up your policy.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think I spoke with you the other day. Uh, it was your birthday?
[CUSTOMER][NEUTRAL] You probably do, oh yeah, you did, yeah, on Monday, yeah, yeah.
[AGENT][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Small world.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I don't, you can't fill that out online, can you? I don't guess.
[AGENT][NEUTRAL] Uh, the electric.
[CUSTOMER][NEUTRAL] In that email you just have to yeah just have to fill it out on paper and fax it back.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or email it back to you, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I thought I recognized your voice.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so what is your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, perfect. So I found you. Your policy number is 559.
[AGENT][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] OK, so 559277.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, I'll get that put on there and I'll get it to you here in just a bit.
[AGENT][POSITIVE] All right, perfect. Well, if you have any other questions, just call us back.
[CUSTOMER][POSITIVE] OK, I'll do it. I appreciate it.
[AGENT][POSITIVE] All right, yeah, have a good day and thanks for calling APLJ.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye bye.
[AGENT][POSITIVE] All right. Thanks. Bye.