AccountId: 011433970860
ContactId: 0e32ea24-1e4c-40de-924d-0161ff9f410a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125190 ms
Total Talk Time (AGENT): 39847 ms
Total Talk Time (CUSTOMER): 45847 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0e32ea24-1e4c-40de-924d-0161ff9f410a_20250502T17:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh, [PII], I need to be transferred to [PII], um.
[CUSTOMER][NEGATIVE] Um, they sent me out a check for a refund check, but they sent it out in my name instead of my mother's name.
[CUSTOMER][NEUTRAL] And that's what [PII] checking on. Do you need the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] It's 980057485.
[AGENT][NEUTRAL] That pulled up, and you were just speaking with her, is that right?
[CUSTOMER][NEUTRAL] No, I spoke with her.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] She called me back, but I was on the phone with the IRS and of course, I could not switch over.
[AGENT][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] So you know, when you get there, you just have to stay on the phone.
[AGENT][NEUTRAL] Oh yeah, yeah. OK, let me see if she's available. Um, can I place you on a brief hold?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, hold on one moment, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thank you for holding. Um, I show she's in a meeting until [PII]. Can I shoot her a message and have her call you when she gets out of that? Would that be OK?
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] OK, and then give me your number if you don't mind.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. I'll send her this message and when she gets out of that she can give you a call back.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thank you. Thanks for having calling APL.
[CUSTOMER][NEUTRAL] Bye bye.