AccountId: 011433970860
ContactId: f1852cfa-51d7-45a3-984b-8ef3c93a3bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142360 ms
Total Talk Time (AGENT): 39423 ms
Total Talk Time (CUSTOMER): 73414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f1852cfa-51d7-45a3-984b-8ef3c93a3bb0_20250414T12:54_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh good morning, ma'am. My name is [PII]. I was just calling um.
[CUSTOMER][NEUTRAL] Uh, to see if you have everything, uh, for me to receive for this mother, my, my own boy call him.
[AGENT][NEUTRAL] Hey, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] An accidental plane.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you said you're calling to verify if we have everything that we need to process your claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, um, uh, social security number. I never have that policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my last name is [PII]. I never told you, yeah, my [PII].
[AGENT][NEUTRAL] OK, what's your social security number? I can search by your social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I'm sorry about that [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you're cutting in and out. Can you repeat the number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, let me move to the front, hang on, uh, plan.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Could you repeat it, please?
[CUSTOMER][NEUTRAL] Did you catch that you still uh uh.
[CUSTOMER][NEUTRAL] Yes ma'am. One more time, hang on, let me get out front here.
[CUSTOMER][NEGATIVE] It should be better [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you're still cutting in and out, Sundance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, oh man, we'll get it on, I'll just wait, uh.
[CUSTOMER][NEUTRAL] Let me try them. It's just fine.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] Let me check that. Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I have the last [PII]. What were the middle three digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Did you say the three middle digits is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me disconnect and call you back and see if there's a better connection, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. I'll call you right back.
[CUSTOMER][NEUTRAL] Um