AccountId: 011433970860
ContactId: 1780078c-2409-4021-b305-fd82abb9af31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363420 ms
Total Talk Time (AGENT): 111936 ms
Total Talk Time (CUSTOMER): 62473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1780078c-2409-4021-b305-fd82abb9af31_20250324T17:33_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][POSITIVE] It's so neat wondering if you could get me to a lady. All I have is [PII] is the name.
[AGENT][NEUTRAL] [PII], OK, was it about a claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I think I know who. OK, I can um try to get [PII] for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] Eller.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], is it alright if I place you on just a brief hold while I um try to reach [PII] for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So, um, I don't, I sent her a message, but she hasn't responded yet. Do you want me to send her an email to give you a call back?
[CUSTOMER][NEUTRAL] Uh, please.
[AGENT][NEUTRAL] Sure, and is the [PII] the best number for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and just in case she asks, um, what's your policy number just so I can reference it.
[CUSTOMER][NEUTRAL] I can get my pen open. Um, hold on a second, let me look back over here.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 67
[AGENT][NEUTRAL] OK, it's kind of breaking up, so I just want to make sure I have it 101666167.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll go ahead and send her an email now to give you a call back when she returns.
[CUSTOMER][NEUTRAL] OK. And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I just like to keep good nature.
[AGENT][NEUTRAL] Yes, and the first initial and my last name is [PII], but I'm the only [PII] here.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, oh, wait a minute, hold on, wait, she just responded. Hold on one second.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][NEUTRAL] OK, transfer. OK, so she wants me to transfer. So I'll go ahead and transfer you now, OK? She just responded.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome. Oh, and thanks for calling APO. Hold on.
[CUSTOMER][NEUTRAL] Claims, this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Did you need her policy number or anything?
[CUSTOMER][NEUTRAL] Yes, cause I don't have a clue who this person is.
[AGENT][NEUTRAL] Oh, OK. Um, it's 1, 1666167. I should have broke that up differently.
[CUSTOMER][NEUTRAL] OK, and it's [PII] that's on the phone?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what's her callback?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And was she needing help with?
[AGENT][NEUTRAL] I don't know. She just said, I'm trying to reach somebody named [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know why, but OK.
[AGENT][POSITIVE] Alright. Hold on one second. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line for you, OK?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].