AccountId: 011433970860
ContactId: 11952d5b-4a99-49cf-ab26-b1adc666cd5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502250 ms
Total Talk Time (AGENT): 132543 ms
Total Talk Time (CUSTOMER): 87748 ms
Interruptions: 1
Overall Sentiment: AGENT=-1.2, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/11952d5b-4a99-49cf-ab26-b1adc666cd5b_20250424T12:36_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] Uh yes, I have a question about um two of my office visits which I think you paid for one and I just I'm curious if you paid for the other. Can I give you, um, either.
[CUSTOMER][NEUTRAL] My policy number or my group number?
[AGENT][NEUTRAL] Sure, um, well, 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I am [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is, and it'll be under my husband's name. It is 00964740.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be under [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh my God, I thought the line was up already and it never even opened. OK, then, come on, please work.
[AGENT][NEUTRAL] Cause I got a customer on the phone and I need to help her.
[AGENT][NEUTRAL] Come on, lion, just kick over right quick.
[AGENT][NEGATIVE] Oh it's terrible.
[AGENT][NEGATIVE] Why does this keep happening? I literally.
[AGENT][NEGATIVE] I opened line first. I should, but I didn't put no 01, so I should have checked on it.
[AGENT][NEUTRAL] I thought it was open.
[AGENT][NEGATIVE] It's not even moving.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Is everybody on the phone? Come on, this is crazy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or do I tell her I call her?
[AGENT][NEUTRAL] Hello, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. My system is not coming up. Do you mind if I call you back in maybe 5 minutes? I'm just gonna restart and call you back, log into everything and call you back. I, I can't access any policies.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So my name is [PII]. I'm the only [PII] here, but I'm gonna uh hang up, reset, restart.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Does is there anybody else right, is there anybody else that system is coming up?
[AGENT][NEUTRAL] Well, of course, I checked with my team. There's only 3 people here, but everyone else is on the phone. I was trying to see if someone can take the call for me, but there's only 3 of us here right now.
[CUSTOMER][NEUTRAL] Is there anybody else?
[CUSTOMER][NEUTRAL] Right, I think I should I'd rather wait for that. Wouldn't that be more logical?
[AGENT][NEGATIVE] If I if I restart my computer, it hangs up from everything, so I can't get you to someone who's already on the phone because I tried to do that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, all right, I'll, I'll wait for you to call back.
[AGENT][NEUTRAL] OK, and I will, I'm just restarting, logging in and I'm gonna call you right back. And it's the [PII]?
[CUSTOMER][NEUTRAL] Well, wait, can I
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Can I just talk to you while you're restarting if you're doing it now?
[AGENT][NEUTRAL] When I restart my computer.
[CUSTOMER][NEUTRAL] Can I just hold on please?
[AGENT][NEGATIVE] Uh, we can try. I don't know if it's gonna disconnect, right, because my whole sys, I'm gonna shut down my whole.
[CUSTOMER][NEUTRAL] Oh, my earphone will go dead?
[CUSTOMER][NEUTRAL] Well, let's try it. Why don't I just hold? Why don't you, why don't you restart and see? I'll just hold for a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That is it. Let me hold on.
[AGENT][NEUTRAL] Oh, it says is anybody available.
[AGENT][NEUTRAL] This is what I'll do.
[AGENT][NEUTRAL] Because I'm not going to risk hanging up on you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] If [PII] doesn't read it soon, then I'm gonna have to just restart. Let me try lying again. This is crazy.
[AGENT][NEUTRAL] That was
[CUSTOMER][NEGATIVE] You are on hold.