AccountId: 011433970860
ContactId: cbe04478-0bba-4410-a756-52ed70b789fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65169 ms
Total Talk Time (AGENT): 30249 ms
Total Talk Time (CUSTOMER): 35156 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/cbe04478-0bba-4410-a756-52ed70b789fe_20250404T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII] how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Fine thank you my name is [PII] and I called, I know it's been over a week ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got a file, uh, I mean a claim to file and I needed one of the forms. I don't have a form, uh, they told me I couldn't just send the bill. I need to get one of the forms and they were.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] In the mail and it's been over a week but I haven't received anything yet.
[AGENT][NEUTRAL] OK, I will say typically with especially with mail, uh, that we usually have to allow at least a couple of weeks just in case that there's, you know, especially with the areas sometimes mail can be a bit unpredictable, um, so I would give it another week, Roger if you still not received it, definitely give us a call right back.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK, OK, we'll do then good enough.
[AGENT][NEUTRAL] All right. Yes, sir. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] No ma'am that's it thank you so much.
[AGENT][POSITIVE] All right. Thank you, sir. Yes, sir. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Yes, yes ma'am bye.