AccountId: 011433970860
ContactId: f986f216-3335-478f-893f-49009d30c17f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99949 ms
Total Talk Time (AGENT): 34205 ms
Total Talk Time (CUSTOMER): 36668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f986f216-3335-478f-893f-49009d30c17f_20250519T14:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. This is my quick service. Uh, I don't know if I was speaking with you, um, earlier, but I was just, I haven't received an email yet about, uh, what all my, um, what all it covers.
[AGENT][NEUTRAL] Um, yes, I, uh, yeah, you did speak with me. Let me see.
[CUSTOMER][NEUTRAL] No, ma'am, OK then. OK, good. I haven't got no email or nothing yet.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that was, I sent it to [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yes, yes.
[AGENT][NEUTRAL] OK, um, let me.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] right down.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII] she was at [PII] yes ma'am, that's it, and it's all lowercase and together.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, I, I, I can try to send it again. I sent it at [PII].
[CUSTOMER][NEGATIVE] OK, yes ma'am, please send it again. I haven't received it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'll get that sent again just look out for that and if you don't get it, just give us a call back.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] OK, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.