AccountId: 011433970860
ContactId: f985af76-421d-49e8-826f-61024cadc7a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79169 ms
Total Talk Time (AGENT): 25059 ms
Total Talk Time (CUSTOMER): 38160 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f985af76-421d-49e8-826f-61024cadc7a4_20250428T12:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Mr. [PII] on the line, um, with policy number, oh, I just lost it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number 259.
[CUSTOMER][NEUTRAL] 7070
[AGENT][NEUTRAL] Mhm. And how can I help him today, [PII]?
[CUSTOMER][NEUTRAL] Um, he is requesting information about, um, any providers on the, um, that he can go to.
[AGENT][NEUTRAL] He's needing information on providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, I can help him and I, uh, what's his callback number?
[CUSTOMER][NEUTRAL] Um, the same he's calling from, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], did you verify his information?
[CUSTOMER][NEUTRAL] Uh, yes, I did, and I already emailed the policy ID cards to him.
[AGENT][POSITIVE] OK. Did you tell him about the OSC? Oh, he's already on the OSC. OK, yes, ma'am. I'll be happy to talk to him, [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.