AccountId: 011433970860
ContactId: 12a03336-862e-4531-abed-6574136e9124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131490 ms
Total Talk Time (AGENT): 45579 ms
Total Talk Time (CUSTOMER): 81839 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/12a03336-862e-4531-abed-6574136e9124_20250214T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, yes ma'am, I am just trying to verify, um, the insured insurance that I have.
[CUSTOMER][NEUTRAL] In our shop.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can verify that for you. And your name is?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um 023.
[CUSTOMER][NEUTRAL] 81618
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mail address, and email address, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII] um [PII]. And what else did you ask for?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I saw you had a dental policy with us, but it terminated on [PII].
[CUSTOMER][NEUTRAL] Mhm. Who was this for? What employee?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this was for.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Daughtry Staffing Solutions.
[CUSTOMER][NEUTRAL] Oh, [PII], OK, OK, OK.
[AGENT][NEUTRAL] [PII], sorry.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] That was when I was working hilarious. OK, I didn't even know I had I just got the cards in the mail. That's crazy. OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][POSITIVE] OK, uh, thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.