AccountId: 011433970860
ContactId: 1522eb3c-92bd-4fdc-8fd5-43e985fbb354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166259 ms
Total Talk Time (AGENT): 53790 ms
Total Talk Time (CUSTOMER): 37191 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1522eb3c-92bd-4fdc-8fd5-43e985fbb354_20250129T17:33_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I received a call from A [PII]. They asked me to give you guys a call back. I'm just not sure why they didn't give leave much detail in their message.
[AGENT][NEUTRAL] OK, but you said it was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, wonderful. If I could get your name real quick and maybe your policy number I can reach out to her and see if she's available to take the call.
[CUSTOMER][NEUTRAL] OK, so my name is [PII] and I, I work with the broker, so we have various policies so I'm not sure which one she's calling about.
[AGENT][POSITIVE] No worries, Ms. [PII]. I will reach out to her and I will let her know that I've got you on the line and see if she's available, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], I am so sorry. So I do see that Ms. [PII] is actually away for break at the moment. Is there any way I could get your last name and a callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And the callback is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and let me read that back to you. I have [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] All right perfect I'm gonna send her a message and have that call back request in there for you if you don't hear back um in the next hour or so please don't hesitate to reach back out to us OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] Thank you, my pleasure, take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.