AccountId: 011433970860
ContactId: c49c9a51-a14c-4f5a-ac17-3f2eeaced506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113459 ms
Total Talk Time (AGENT): 46839 ms
Total Talk Time (CUSTOMER): 34159 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c49c9a51-a14c-4f5a-ac17-3f2eeaced506_20250623T21:44_UTC.wav
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[CUSTOMER][NEUTRAL] For your.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am.
[AGENT][NEUTRAL] How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That yeah uh.
[CUSTOMER][NEUTRAL] Yesterday and today, did y'all receive it?
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth [PII] email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh, zip code [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that's at [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like we received a fax today.
[AGENT][NEUTRAL] Um, well, it's not a fax. It's an online online submission. Did you submit it online or was it a fax?
[CUSTOMER][NEUTRAL] Uh, online submission.
[AGENT][NEUTRAL] Yeah, I do see an online submission today and I see one for yesterday. They're in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About 10 days, call back in about 10 days.
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good afternoon, Mr. [PII].