AccountId: 011433970860
ContactId: cb0e2d90-d0a3-447b-b3fe-97b97af17faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194119 ms
Total Talk Time (AGENT): 34341 ms
Total Talk Time (CUSTOMER): 50462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/cb0e2d90-d0a3-447b-b3fe-97b97af17faa_20250403T13:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to call and check on my plane.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number handy?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 255-5607
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you want to check on a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need to verify a few other pieces of information. What is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like I have a different email. It's another Gmail account.
[CUSTOMER][NEUTRAL] Um, it's it MS.
[CUSTOMER][NEUTRAL] JMDP [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you wanna keep that
[CUSTOMER][NEUTRAL] Yes, can I remove that email because that's that.
[AGENT][POSITIVE] Yeah, yeah, let's get that changed real quick.
[AGENT][NEUTRAL] OK, give me your new email address.
[CUSTOMER][NEUTRAL] MS
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Williams
[CUSTOMER][NEUTRAL] 131
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that and that's.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Letter J
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm