AccountId: 011433970860
ContactId: 14e25879-09b6-4336-b97c-7690d248589b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284339 ms
Total Talk Time (AGENT): 58677 ms
Total Talk Time (CUSTOMER): 37644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/14e25879-09b6-4336-b97c-7690d248589b_20250618T17:37_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] Uh, so, so, so, [PII].
[AGENT][NEUTRAL] Yes, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you mind if I place you on just, well, may I have your policy number as well just in case she asks.
[CUSTOMER][NEUTRAL] Oh, I'm not at the house right now. I gave it to her, I gave it to her this morning though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's OK. All right, hold on one moment, let me try to reach her for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I have soul and I'm getting ready to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hi, you OK?
[CUSTOMER][NEUTRAL] Yeah, I'm OK.
[AGENT][NEUTRAL] There's a lot going on. OK. Um, did you need anything from me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He didn't give me much information. He just called asking for you and I asked him for the policy number, and he was like, well, I don't have it now, but I gave it.
[CUSTOMER][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I gave it to her this morning and I said, OK, well, hold on, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can put him through. He was trying to see if we receive a payment, but I don't think we have. Let, let me go ahead and talk to him. I got it, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon