AccountId: 011433970860
ContactId: e0ae1f3d-3462-4acb-945d-d6f180988abd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138720 ms
Total Talk Time (AGENT): 38549 ms
Total Talk Time (CUSTOMER): 60998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e0ae1f3d-3462-4acb-945d-d6f180988abd_20250103T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was talking earlier to [PII] and I
[CUSTOMER][NEUTRAL] He wanted my email address, so I'm just calling to give the email address. The policy number is 02473029.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on just a moment, let me pull that policy up.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, she wanted some to send me some information, but we didn't get her.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and can I get your name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] I'm sorry, can you spell that for me once again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have that updated for you, um, Miss [PII], um, and who was that that you were talking to, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII], I think her name was.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is she in the claims department or do you know which department she was in?
[CUSTOMER][NEUTRAL] Yeah, I think it's um it's just general um information I was asking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I pressed 4, and she came on and I.
[AGENT][NEUTRAL] OK, well, I do have that updated for you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. That's it.
[AGENT][POSITIVE] Alright, OK, thank you for calling APL. You have a great day, Miss uh [PII].
[CUSTOMER][POSITIVE] Thank you. mhm Goodbye. Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Just