AccountId: 011433970860
ContactId: 170791a0-0e76-47f4-bbb4-f8d795ba237c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503730 ms
Total Talk Time (AGENT): 140516 ms
Total Talk Time (CUSTOMER): 117578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/170791a0-0e76-47f4-bbb4-f8d795ba237c_20250515T17:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] Pretty good. Let me ask you, I spoke to a, uh, a supervisor yesterday. I believe her name was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] I think it's [PII], is she in today or do you have an extension?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is. Um, may I have your name?
[CUSTOMER][NEUTRAL] Sure, I'm sorry, it's [PII]
[AGENT][NEUTRAL] OK, um, hold on one moment, let me try to reach her for you and what's a good contact number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and do you have an extension number?
[AGENT][NEUTRAL] Well, she doesn't have an extension. I'm getting ready to send her a message, um.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK thank you ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And Mr. [PII], while I'm reaching out to [PII], um, may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it now
[AGENT][NEUTRAL] OK, that's fine. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oops, did I click out of it? I think I did.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] L
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, the supervisors are going into a meeting. Well, she's getting ready to go into the meeting. Is there anything that I can assist you with?
[CUSTOMER][NEUTRAL] Well, the, uh, chief secretary where I work at was trying to get in touch with him when she called, she was unable to reach her. Is there any way I could give you a phone number and ask her to call the uh chief secretary?
[AGENT][NEUTRAL] Sure, and what's the phone number? Hold on, let me write it down. And what's the secretary's name? She's secretary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's at the Pearl River Police Department.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so um, Chief Secretary [PII], Pearl River Police Department, um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, so I'll go ahead and send this over to her and she'll she'll know what it's in reference to?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, uh, uh, I'm assuming, uh, it's from, oh yes, she spoke to me yesterday. I'm [PII].
[AGENT][NEUTRAL] OK. And let me just
[CUSTOMER][NEUTRAL] In, in, in the last
[CUSTOMER][NEUTRAL] Her last name is [PII], right?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I had it right because [PII] says she tried calling today and they told her they didn't know what she was talking about. Uh, actually, I appreciate if you give [PII] a call today. She gets off at [PII]. What time is it where you at now?
[AGENT][NEUTRAL] Um, it's [PII] Central time.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And Mr. [PII], um just so that I can note the policy as well, is this the spelling of your last name? I just want to make sure I have it right, [PII]
[CUSTOMER][NEUTRAL] OK, can we, uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you said first name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, because I, I'm just gonna pull up your policy so I can note it that we spoke.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me ask you, can I get the policy number?
[AGENT][NEUTRAL] Sure, um, hold on one moment. That's what I'm looking up now.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, do you mind providing your social because with the name it's not populating.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I was putting a [PII], it's a [PII] boy. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hey boy.
[AGENT][NEUTRAL] Your policy number, um, oh, I'm sorry, I didn't verify. Can you verify your date of birth, your mailing and email address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And the policy number is 2552846.
[CUSTOMER][NEUTRAL] OK, that's 255-2846?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so very much, ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, and I'm gonna call Miss uh Miss [PII] and tell it, uh, Miss, uh [PII] may be calling her today.
[AGENT][POSITIVE] Yes, I'm getting ready to send her an email with the information now.
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] I