AccountId: 011433970860
ContactId: e01f3170-09dc-45c1-9bfc-5c90f4d0e770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74279 ms
Total Talk Time (AGENT): 29346 ms
Total Talk Time (CUSTOMER): 36648 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e01f3170-09dc-45c1-9bfc-5c90f4d0e770_20250505T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I called there last week and my father-in-law had passed away and um he had a, a policy with y'all and they told me I needed to um email his death certificate and I don't, I'm not real sure I got the right email. It was care team something. Can you give me that email, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with the email. May I have your name and a callback number just in case we get disconnected from my location?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], um, the email that you need to send all the information is going to be [PII].
[CUSTOMER][NEUTRAL] At AM Public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, thank you. That's all I needed. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII], and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.