AccountId: 011433970860
ContactId: c4135fcb-d3a4-4cf8-bd30-bdddd2627c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126580 ms
Total Talk Time (AGENT): 71638 ms
Total Talk Time (CUSTOMER): 35879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c4135fcb-d3a4-4cf8-bd30-bdddd2627c72_20250110T16:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I, I think you all had a change in your mailing address for claims at one point. I'm not sure I have the correct mailing address to file a claim. Is it [PII]?
[AGENT][NEUTRAL] Wait,
[AGENT][NEUTRAL] Uh, well, give me a few more minutes. Um, I'm gonna need some information from you so that I can make sure I give you the correct PO box for you to know your claim to. Um, what is your policy number?
[CUSTOMER][NEUTRAL] 744-703. It's just printed on the form. I don't know why you got to verify who I am to know what kind of.
[AGENT][NEUTRAL] Well, I, I, I, I always have to make notes, um, in our system that you called, um, it's required for us.
[AGENT][NEUTRAL] And what is your, what is your full name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is uh your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you please verify your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is your, what is your email address so I can make sure it's updated in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your, uh, a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Um,
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, OK, thank you.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you out with, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well, thank you for your patience and you have a wonderful day and thank you for calling American Public Line.
[CUSTOMER][NEUTRAL] Bye.