AccountId: 011433970860
ContactId: fcd50696-d1fe-4132-b6e3-5080a265358d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109940 ms
Total Talk Time (AGENT): 27093 ms
Total Talk Time (CUSTOMER): 59835 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fcd50696-d1fe-4132-b6e3-5080a265358d_20250523T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. My name is uh [PII]. I was calling to see did y'all get that uh.
[CUSTOMER][NEUTRAL] I, I uploaded, uh, a bill to y'all. I just want y'all get it or not.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, policy number is 256.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a second. Hey, how you doing, lady? I see you too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 00, I guess it's just uh 256-603 hold up 2,566,030.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You look good.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address and email address?
[CUSTOMER][NEUTRAL] Hold on [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK, and then you have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're checking on if we received a claim?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] for yourself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You you never kill you I said I did y'all take care of [PII] not.
[AGENT][NEUTRAL] Uh, looks like we just received two uploads, um, on the [PII], and they're in processing.
[CUSTOMER][POSITIVE] I I love.
[CUSTOMER][NEUTRAL] So let's check back with y'all next week.
[AGENT][NEUTRAL] Yeah, I checked back towards the end of next week. It typically takes about 7 working days.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.