AccountId: 011433970860
ContactId: 05373205-15f0-4515-a302-ba5df9b27099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116760 ms
Total Talk Time (AGENT): 53493 ms
Total Talk Time (CUSTOMER): 23441 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/05373205-15f0-4515-a302-ba5df9b27099_20250514T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I was just disconnected. I had a miss [PII] helping me out.
[AGENT][NEUTRAL] OK, um, hold on, let me see if I can get back to her. May I have your name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think.
[AGENT][NEUTRAL] Well, just in case since it's a new call, I'm waiting for her to respond, um, but we can go ahead and get you verified. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number is 019970.
[CUSTOMER][NEUTRAL] 51
[AGENT][NEUTRAL] 04997051
[CUSTOMER][NEUTRAL] I'm sorry, so 01997051.
[AGENT][NEUTRAL] OK, hold on, and she actually just responded while you were saying the account so I missed it. Hold on one second. My computer is all kind of wacky today, actually. OK, so she's rebooting her system. She said it's, it's messing up. She's gonna reboot. Um, would you like me to have her give you a call right back when she gets everything back up?
[CUSTOMER][NEUTRAL] Is she trying to call me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I do appreciate it.
[AGENT][POSITIVE] OK, you're welcome, and I'll go ahead and send everything over to her now. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and we'll be calling you back shortly.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.