AccountId: 011433970860
ContactId: faec2143-8f24-4c95-8511-e5a283042697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92860 ms
Total Talk Time (AGENT): 24858 ms
Total Talk Time (CUSTOMER): 61459 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/faec2143-8f24-4c95-8511-e5a283042697_20250428T20:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] there. um, [PII], I have a in on the phone who just wants to see if a claim come in or not, and when you're ready, I know y'all are swamped over there.
[AGENT][NEUTRAL] All righty. And uh no, it's OK. And [PII], what's the best contact number and the policy number?
[CUSTOMER][NEUTRAL] OK. Uh, his, his contact number is [PII].
[AGENT][NEUTRAL] All right, and the claim number?
[CUSTOMER][NEUTRAL] His policy is 704,980.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] He's very sweet. He's [PII], he's just checking on the claim.
[AGENT][NEUTRAL] Oh, is it a claim for him?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He just wants to make sure we received it because he's heard how the mail gets lost around up here, [PII]. He's from [PII], but we're up here in [PII] area.
[AGENT][NEUTRAL] OK, well, I can, uh, he.
[CUSTOMER][NEUTRAL] It's been too much yet or anything.
[AGENT][NEUTRAL] All right. Um, you can send them over. I, yeah, we don't have it.
[CUSTOMER][NEUTRAL] OK, dear.
[CUSTOMER][NEUTRAL] Oh God. OK. He didn't keep a copy either. I asked him. All right, dear. Yeah, all right. I did verify his address and everything, so we're good.
[AGENT][NEUTRAL] Oh no. OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, bye. Thank you, [PII].
[AGENT][NEUTRAL] Bye bye.