AccountId: 011433970860
ContactId: 05e15f7b-0086-412d-8d93-e9a6b27c5dea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137320 ms
Total Talk Time (AGENT): 42992 ms
Total Talk Time (CUSTOMER): 30942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/05e15f7b-0086-412d-8d93-e9a6b27c5dea_20250106T22:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Uh, [PII], I am returning Misty's phone call. Uh, she didn't leave me an extension.
[AGENT][NEUTRAL] OK, well, I can get you to Misty. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], just in case she asks, may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 01897865
[AGENT][NEUTRAL] Thank you. And do you mind if I place you on just a brief hold so I can reach out to Misty for? Oh, actually she just responded. Um, hold on one moment, I'll get you straight over to [PII], OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What in the world?
[AGENT][NEUTRAL] 322 8.
[CUSTOMER][NEGATIVE] This is Misty.
[AGENT][NEUTRAL] Hey, [PII], hold on one second, OK?
[CUSTOMER][POSITIVE] OK love.
[AGENT][NEUTRAL] Alright. Did you need her policy number or anything? I didn't verify. She said she just talked to you. OK, hold on one second.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have Misty on the line for you.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms.