AccountId: 011433970860
ContactId: 03d5f402-908b-44ed-a5f3-f0e51a5f5c33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89660 ms
Total Talk Time (AGENT): 49448 ms
Total Talk Time (CUSTOMER): 51795 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/03d5f402-908b-44ed-a5f3-f0e51a5f5c33_20250317T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Hey, I'm just grand, so how about you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEGATIVE] Oh Lord, I am just beyond grand.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh yeah, I
[CUSTOMER][NEGATIVE] Um, well, I think I called you, but I think I'm calling the wrong department anyway.
[AGENT][POSITIVE] Oh Lord, let's hope so. Oh God, let's hope so. What you got, darling? What you got?
[CUSTOMER][NEUTRAL] Uh yeah, I think it is. I, I'm just looking at the uh uh guru and I'm like, wait, I'm supposed to call claims not customers.
[AGENT][NEGATIVE] 00, that works so. Oh God, these calls have been, I, I know we don't get what y'all get, but oh dear God, they're awful today. I don't know what's in the air, but it's awful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yes, uh yes, yes.
[CUSTOMER][NEUTRAL] is the pollen
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you. Thank you. [PII]. OK, that's what we're gonna go with. I'm with you on that.
[CUSTOMER][NEUTRAL] Oh, yep.
[CUSTOMER][NEUTRAL] Yeah, I just need, yeah, I need a 1099, but yeah, it says to send her request to claims, but this one is so weird because it's like, I, I don't know, I don't, I don't even know if she's getting one. OK, well, thank you, thank you. Let me try to call claims and see what they say.
[AGENT][NEUTRAL] OK, darling.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It, it.
[AGENT][NEUTRAL] OK, dear. All right, bye.
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right.