AccountId: 011433970860
ContactId: 194ab033-9ad9-404c-8f1b-3fb7881d161f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260059 ms
Total Talk Time (AGENT): 78305 ms
Total Talk Time (CUSTOMER): 55146 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/194ab033-9ad9-404c-8f1b-3fb7881d161f_20250217T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get in touch with [PII]. I think her name is [PII].
[AGENT][NEUTRAL] [PII]? OK, let's see, I can see if she is available um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] The one that I brown.
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Do you want to know with ad?
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] With a [PII] Mhm.
[AGENT][NEUTRAL] And then uh let's see, do you wanna, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Mm, I have my social.
[AGENT][NEUTRAL] OK, I could use that, go ahead.
[CUSTOMER][NEUTRAL] 438-438-2704442
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And one I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty thank you for verifying all of that. Let's see, so it looks like you've got a few policies with us, uh, which policy is this in regard to?
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] Your disability. Gotcha. OK.
[AGENT][POSITIVE] Well, I sure appreciate all of that information, [PII]. Give me just a moment. I'm gonna put you on a brief hold and see if Miss [PII] is available, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Hi Miss [PII], how are you? This is [PII] on the care team.
[CUSTOMER][NEUTRAL] OK, she calling for her accident or disability or what? Because you gave me an accident and I don't do accidents.
[AGENT][NEUTRAL] Oh, I'm sorry, yep, you're right. I'm so sorry that was the first one. It was her disability. um, I can give you that policy number.
[CUSTOMER][NEUTRAL] Oh, what's that number? Yeah, give me that number.
[AGENT][NEUTRAL] Yeah, it's 2456973 sorry about that that was the first one I got.
[CUSTOMER][NEUTRAL] Oh, that's alright. I'm just gonna let you get to the right person if it's supposed to been for the accident. That's not.
[AGENT][NEUTRAL] Sure, right, no, no, she did ask for you.
[CUSTOMER][NEUTRAL] OK, that's fine. You can let me speak to, uh huh, thank you.
[AGENT][POSITIVE] All [PII]. Are you ready for her?
[AGENT][POSITIVE] All right thank you bye bye.