AccountId: 011433970860
ContactId: dd5fd07d-905e-4ef1-8844-17c445deef6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129399 ms
Total Talk Time (AGENT): 38062 ms
Total Talk Time (CUSTOMER): 74577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/dd5fd07d-905e-4ef1-8844-17c445deef6c_20250221T21:48_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have a question I need to ask.
[CUSTOMER][NEUTRAL] Uh, can I give you my account number first?
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, my
[CUSTOMER][NEUTRAL] OK, the account number is [PII].
[AGENT][POSITIVE] OK, thank you. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, the address is [PII]. The phone number is [PII] and the email address is just [PII].
[AGENT][NEUTRAL] OK, thank you Mines and the number you gave us, is that a good call back number?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Well, I'm going to be sending um some.
[CUSTOMER][NEUTRAL] Uh, medical records from my husband who died in August. Um,
[CUSTOMER][NEUTRAL] [PII] and um I need to know if you guys accept double sided copies or do these have to be single page?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Single page.
[CUSTOMER][POSITIVE] Single, I'm glad I called because I wasn't sure at all. So, OK, then I will, OK, thank you very much. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you. Goodbye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.