AccountId: 011433970860
ContactId: 1496e5fc-b2ef-4cfd-bd66-9a1ed3260073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294600 ms
Total Talk Time (AGENT): 47457 ms
Total Talk Time (CUSTOMER): 43790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1496e5fc-b2ef-4cfd-bd66-9a1ed3260073_20250328T18:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was looking for extension 3252.
[AGENT][NEUTRAL] I'm not sure who that is right off. I apologize. Do you have their name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, you're trying to reach [PII]. uh, what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Could you spell your last name for me, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Thank you. Was this regarding your uh individual policy costs?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes, uh 02600713.
[AGENT][POSITIVE] OK, thank you and then uh if I can just get a good call back number from you in case we're disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much for that. Give me just a moment I'm gonna put you on a brief hold and I'm gonna see if she's available I'll get right back with you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm well thank you how are you?
[AGENT][NEUTRAL] Doing alright thank you um so I've got [PII], um, I'm sorry he seems just a bit about the business. I was just trying to get him to you as quick as possible.
[CUSTOMER][NEUTRAL] Yeah, I understand. Yeah, I had left him a message, uh, I, I think on Tuesday, so.
[AGENT][NEUTRAL] OK, well, are you ready for him now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am mhm.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] Thank you [PII] have a great day.
[AGENT][NEUTRAL] You too, bye.