AccountId: 011433970860
ContactId: e1ca92c2-f2e6-4fc9-b0c3-c9d660978b80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202210 ms
Total Talk Time (AGENT): 38720 ms
Total Talk Time (CUSTOMER): 58711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e1ca92c2-f2e6-4fc9-b0c3-c9d660978b80_20250317T16:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was wondering if I can have a claim form sent out to me.
[AGENT][POSITIVE] I'd be happy to assist with getting a claim form out to you um if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, it is 021-78641.
[AGENT][NEUTRAL] And if you can verify your name, date of birth, and mailing address.
[AGENT][NEUTRAL] I'm sorry, email address. No, no, no, I'm sorry, mailing address.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] You can, you can email it either one is fine. Um my name is [PII]. This is under my spouse, which is [PII], which is [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Date of birth, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And our mailing address is [PII].
[AGENT][POSITIVE] Thank you for that one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this payment is from [PII].
[AGENT][NEUTRAL] Um, we don't have timely filing, so that's fine as long as the policy was active, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] It is my last name, so it's [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, I've sent that request um you should receive that shortly. Was there anything else I could assist with today?
[CUSTOMER][MIXED] Uh, no, no thank you, [PII], but thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.