AccountId: 011433970860
ContactId: db63973f-91d5-4259-a6fa-37709a13b80d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110809 ms
Total Talk Time (AGENT): 37047 ms
Total Talk Time (CUSTOMER): 38075 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/db63973f-91d5-4259-a6fa-37709a13b80d_20250108T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I didn't get a, um, uh ID card, so I was trying to see if, uh, I can have you send one out for me or.
[CUSTOMER][NEUTRAL] You can't give me the ID number right now.
[AGENT][POSITIVE] Yes, absolutely I can do both for you. uh, can you please give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what is your callback number?
[CUSTOMER][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number please?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] I don't know. I didn't get nothing, so I don't know.
[AGENT][NEUTRAL] Do you know your policy number?
[CUSTOMER][NEUTRAL] No, I don't know.
[AGENT][NEUTRAL] OK, I can look that up with your social security number if you'd like to give me that that'll pull it in for us.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you running the air fryer?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, so I
[AGENT][NEGATIVE] Uh something burning, it still burns like brand new, so.
[AGENT][NEGATIVE] Smell that brand new smell.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello?