AccountId: 011433970860
ContactId: ffb41869-7752-462d-aa20-027f6db6c09f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192779 ms
Total Talk Time (AGENT): 37709 ms
Total Talk Time (CUSTOMER): 67322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ffb41869-7752-462d-aa20-027f6db6c09f_20250512T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I, I'm, uh, uh, I'm filling out one of your disability forms and uh, I, I was told over the phone what to put down for the, uh, API policy number and I forgot what to do, so I need help doing that.
[AGENT][NEUTRAL] OK, uh, do you have your, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Yeah, let's see, uh, last name is uh [PII]. Uh, let's see, uh, I feel better not getting the social security number out of the phone.
[AGENT][NEUTRAL] OK. What's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. And what uh state are you in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, can you give me the last four of your social?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, it's like I found it.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And then can you give me your birthday, [PII]?
[CUSTOMER][NEUTRAL] Yeah, birth dates uh [PII].
[AGENT][NEUTRAL] And then I just need your email address and your address.
[CUSTOMER][NEUTRAL] Sure. The email is uh [PII].
[CUSTOMER][NEUTRAL] [PII] and the mailing address is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, and then just lastly, a callback number, your telephone number.
[CUSTOMER][NEUTRAL] Uh yeah, the, the cell phone's gonna be [PII].
[AGENT][NEUTRAL] OK, your policy number is 257.
[AGENT][NEUTRAL] 6605.
[CUSTOMER][POSITIVE] 257-6605. Thank you.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] I'm good to go. I'm sorry, one more time, that's gonna be at 2576605.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] Thank you very much. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL you as well.