AccountId: 011433970860
ContactId: fc245ad2-e855-4b20-93ae-48189ca3bd0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159979 ms
Total Talk Time (AGENT): 69348 ms
Total Talk Time (CUSTOMER): 69132 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/fc245ad2-e855-4b20-93ae-48189ca3bd0c_20250227T20:58_UTC.wav
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[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I don't think I'm in the right department, but I don't know which one to go to. Uh, I had insurance with you guys a couple of times, couple of months last year. I'm a contractor with Usher Transport.
[CUSTOMER][NEUTRAL] And what I needed was I needed my uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, description or something with my, with my, uh, how much I paid into you guys last year because I need it for my taxes.
[AGENT][NEUTRAL] Oh, OK. Um, well, let's see if we can uh look up your, um your policy. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't have it because I'm with somebody else now and I don't know what it would end.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Um, OK, then, uh, how do you spell your last name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. And your first name, please?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. Let me see if I can look this up. And your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see if I can't find it with that.
[AGENT][NEUTRAL] And what you're wanting to know is how much you paid for insurance last year so uh for your for your uh
[CUSTOMER][NEUTRAL] Yeah, we need something emailed to me so I have a documentation for my taxes.
[AGENT][NEUTRAL] OK, see right here.
[CUSTOMER][NEUTRAL] It was only like a month or two and I went back to my other insurance company because it was cheaper that's why and.
[AGENT][NEUTRAL] Right. Yeah, I see that. OK.
[AGENT][NEUTRAL] OK, um, I'll see if I can get this information. Now, what is your uh email address, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] The number 4
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Let me see if I can get this information to you. We, uh, I will um put in a request to have it uh uh emailed to you at [PII]. Now, is there anything else at all that I need help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][NEUTRAL] I, I, I just need to verify your phone number in case I have any problems.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] OK, thank you. I will go ahead and take care of this and, and we'll see about getting that to you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] OK, thanks for contacting A