AccountId: 011433970860
ContactId: e82faa2d-791d-403d-b340-584a3ef29a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233910 ms
Total Talk Time (AGENT): 57110 ms
Total Talk Time (CUSTOMER): 121130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e82faa2d-791d-403d-b340-584a3ef29a67_20250106T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in the claims department. I have Miss [PII] on the phone, and she's trying to get someone in the billing so she can get a correct fax number to send her information that she received some kind of correspondence from someone named [PII] in billing, and I was gonna give over to you all so y'all can give her the correct fax number for billing to send in her whatever she's trying to send in to billing.
[CUSTOMER][NEUTRAL] Her policy number is 02425791. I verified her information. Her call back number is [PII]. Can you help her with that?
[AGENT][NEUTRAL] Did you say her name was [PII]?
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][POSITIVE] [PII]. OK. Thank you so much. Yes, ma'am, I can help her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Hi, Miss [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine. I was trying to fax my uh renewal papers back to APL, but I don't want to make sure they go to the right place so my insurance won't be canceled out again.
[AGENT][NEUTRAL] Oh, renewal, I apologize, she didn't say that. OK.
[CUSTOMER][NEUTRAL] And I was gonna
[CUSTOMER][NEUTRAL] Yeah, I'm signing some paper with for [PII].
[AGENT][NEUTRAL] Alright. Give me 1 2nd.
[CUSTOMER][POSITIVE] Let me see that's all right man.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] With your phone, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I am just looking to see if there is a specific one for renewal paperwork.
[CUSTOMER][NEUTRAL] Yeah, cause I'm, I'm trying to fax it to [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I don't want to fax it to the wrong department. I only had that fax number. I forgot to ask.
[AGENT][NEUTRAL] All right, let me get her specifically, let's see.
[AGENT][NEUTRAL] All right, she saw the message. Let's see.
[CUSTOMER][NEUTRAL] She gave it to me.
[AGENT][NEUTRAL] OK, I have a number for you if you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] Alright, it's gonna be 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] 847.
[AGENT][NEUTRAL] Ma'am, 877.
[CUSTOMER][NEUTRAL] OK, I can't hear you.
[CUSTOMER][NEUTRAL] Wait, you said, uh, can you repeat that again? 847.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No ma'am, it's gonna be 27 877.
[CUSTOMER][NEUTRAL] 0 87877.
[AGENT][NEUTRAL] Yes, ma'am. 807.
[CUSTOMER][NEUTRAL] 807.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's it, yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] No problem. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, I sure do. Thank you. You're having a happy news.
[AGENT][POSITIVE] Oh, thank you, you as well. Thank you for calling ATL.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.