AccountId: 011433970860
ContactId: dae53661-af5b-47ef-8b98-c4cabefb1eef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149759 ms
Total Talk Time (AGENT): 52829 ms
Total Talk Time (CUSTOMER): 82816 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/dae53661-af5b-47ef-8b98-c4cabefb1eef_20250528T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. It's [PII], heck of a nice guy. I hope you're doing good today.
[AGENT][NEUTRAL] Good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Yeah, yeah, good, and I know I'm probably calling two days too early, but I, I have time to call so my best callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then the policy number is and tell me when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 2341456.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Her name is um yeah [PII] I guess they forgot the A when she's born. [PII]. I'm sorry it's just I'm old.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hey, look, I got a classic name, [PII], and it's with an [PII] at the end, OK? So I ain't got no spelling funny spell spellings on mine either. I got you.
[CUSTOMER][NEUTRAL] A classic named [PII].
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Alright, are we just checking on a claim for her?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, there was like a little mix up at APL and um it's for the data service of uh [PII] of this year.
[AGENT][NEUTRAL] Alright, hold on.
[AGENT][NEUTRAL] [PII], I'm sorry. Will you repeat her number to me one more time?
[CUSTOMER][NEUTRAL] Yeah, her policy number?
[AGENT][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's all good 234 1456.
[AGENT][POSITIVE] Thank you. That's what I get for not.
[CUSTOMER][NEUTRAL] Yeah, is [PII] something.
[AGENT][NEUTRAL] That's what I get for not copping it, copying it down.
[CUSTOMER][NEUTRAL] Forgot her last name already.
[CUSTOMER][POSITIVE] All good.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yeah, is [PII], yeah.
[AGENT][NEUTRAL] Yeah, I think it may still be under review here.
[CUSTOMER][NEUTRAL] I I kind of figured I just had it in my little Rolodex to call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like it's still pending um we received the additional information it looks like there's just not been a decision made yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got you. OK, alright, I'll call back next week. Alright, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sounds good too. You're welcome. Have a good one.
[CUSTOMER][POSITIVE] All right, take care.