AccountId: 011433970860
ContactId: 12d2e667-0d90-4d33-a83f-df52d277d2bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150880 ms
Total Talk Time (AGENT): 48119 ms
Total Talk Time (CUSTOMER): 41531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/12d2e667-0d90-4d33-a83f-df52d277d2bc_20250210T17:04_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] And uh this is [PII]. I need to speak with memory and customer service.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it. She does. I don't have it, but she will.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], do you mind if I place you on just a brief hold? I'm just reaching out to Memory.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh oh, where's her number?
[AGENT][NEUTRAL] OK, hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] She just reached back out to me, so I'm gonna go ahead and transfer you over to her now. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Hold on one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Hi, Ms. [PII]. Hey, [PII]. I hate to bother you this soon.