AccountId: 011433970860
ContactId: d0ffebd6-44fe-4f1a-8752-659ac05dc00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101559 ms
Total Talk Time (AGENT): 44021 ms
Total Talk Time (CUSTOMER): 44251 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d0ffebd6-44fe-4f1a-8752-659ac05dc00b_20250130T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a claim number. I wanted to see if you can assist me with uh some questions I had.
[AGENT][POSITIVE] Yes, I can help you. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, and my name is [PII] and call back number is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and what is you said you wanted me to look up a claim for you. What's the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah awesome I have APL 0000014 and that was 500.
[AGENT][NEUTRAL] OK, uh, what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, on my end I have an [PII] for the [PII] Hyundai Action.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're not a.
[AGENT][NEUTRAL] Car insurance company we're APL but we're um we do like health insurance and life insurance and short term disability cancer but we do not do car insurance.
[CUSTOMER][NEUTRAL] Got it. OK, in that case I'm gonna keep digging.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][POSITIVE] Oh alright, thank you so much for your help you have a great day.
[AGENT][POSITIVE] Well, I wish you the best of luck trying to find the right company. You have a good day. All right.
[CUSTOMER][POSITIVE] Appreciate it. I hope so thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.