AccountId: 011433970860
ContactId: 10897a93-1132-49f0-8d80-96b8c634555c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173199 ms
Total Talk Time (AGENT): 48030 ms
Total Talk Time (CUSTOMER): 33086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/10897a93-1132-49f0-8d80-96b8c634555c_20250505T18:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was trying to get a hold of uh Ms. [PII], please.
[AGENT][NEUTRAL] OK, I can definitely see if Ms. [PII] is available. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII], last name [PII]
[AGENT][NEUTRAL] OK, and is [PII] the best contact for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you mind if I place you on just a brief hold while I reach out to Ms. [PII]?
[CUSTOMER][POSITIVE] Sure, not a problem, thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I've reached Ms. [PII]. I'm getting ready to transfer you over to her now. Was there anything else I could assist you with before I transfer you over?
[CUSTOMER][NEUTRAL] No, ma'am. That'll do it.
[AGENT][NEUTRAL] All right, well, thanks for calling APL and hold on one moment.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hey how you doing?
[AGENT][POSITIVE] Hi, Ms. [PII], I'm good.
[CUSTOMER][NEUTRAL] All right. What's that policy number?
[AGENT][NEUTRAL] Um, I was gonna say he, all I got from him was his number. He just asked to speak to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, OK. That's all right. I, I'll get his policy number. Thank you.
[AGENT][NEUTRAL] Alright, you're welcome. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have Ms. [PII] on the line for you.
[CUSTOMER][POSITIVE] Thank you, dear.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mr. [PII], this is best in the claims department.