AccountId: 011433970860
ContactId: fa877b16-369a-41ab-ab94-80351e15401e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151139 ms
Total Talk Time (AGENT): 63929 ms
Total Talk Time (CUSTOMER): 56506 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/fa877b16-369a-41ab-ab94-80351e15401e_20250602T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APLs. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. um, I was on the phone a while ago with y'all and got disconnected somehow, but, um, what I'm trying to get is an accident claim form mailed to me.
[AGENT][NEUTRAL] OK. Gotcha.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I believe it's um 206-455-3.
[AGENT][POSITIVE] Great. OK. And then if I could get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then if I could verify Mr. [PII], please, the address on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I can put in that request to have those mailed out to you today. Um, it'll take a few days to get to you in the US postal mail. The only other option is to email it, of course, but um we can send it to you in the US mail.
[CUSTOMER][NEUTRAL] Yeah, OK, um,
[CUSTOMER][NEGATIVE] Yeah, we, we've done this once already since March and I didn't ever get it, so it must have got lost.
[AGENT][NEUTRAL] Hm, I wonder if, yeah, cause you have the PO box and then you have the [PII] Street, but the mailing address shows the PO box.
[CUSTOMER][NEUTRAL] Yeah, that's the mailing address, right? The the [PII] is the physical address. There's no mailbox or nothing.
[AGENT][NEUTRAL] OK. I just
[AGENT][NEUTRAL] I got you. I just want to make sure we had the right mailing one on here. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, it's [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Maybe it'll get, maybe it'll get to me this time.
[AGENT][NEUTRAL] We'll try it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEGATIVE] I just ain't got no I I mean I can get the I can get the email I just ain't got no way to print it out or nothing.
[AGENT][NEGATIVE] No, I gotcha.
[CUSTOMER][NEUTRAL] There's no place around where I live to go, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hello?