AccountId: 011433970860
ContactId: 19b96ebf-c0ee-47ce-a537-9815ecf393d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190860 ms
Total Talk Time (AGENT): 48665 ms
Total Talk Time (CUSTOMER): 66456 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/19b96ebf-c0ee-47ce-a537-9815ecf393d6_20250310T21:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, is there any way I can, uh, speak to, uh, [PII] [PII].
[AGENT][NEUTRAL] I can check and see if she's still here. Um [PII]. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah my name is uh [PII] [PII]. I just I spoke to her not too long ago. I was, we finally caught up with each other.
[AGENT][NEUTRAL] OK, let's see. And what is the policy number so I can tell her who's calling?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, 244-456-6.
[AGENT][NEUTRAL] I think she's doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me send this message over and let me have your date of birth, mailing address and email address for verification before I transfer you.
[CUSTOMER][NEUTRAL] Yeah, [PII] uh [PII], and email address [PII].
[AGENT][NEUTRAL] OK, thank you. One moment. Let me try to get her on the line.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hey so.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] All right, you can still, I told him to ask for me. Uh-huh.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, good. All right, here he comes, uh, and I did verify him just in case. You're welcome. Thank you. Thank you. Have a good afternoon. Bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, alright, thanks.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright. Hey, hey how you doing?
[CUSTOMER][POSITIVE] Hey, I'm good is that.
[CUSTOMER][NEUTRAL] Uh-huh, that's [PII], OK.
[CUSTOMER][NEUTRAL] Oh, OK, this is [PII] again. Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I'll just let you know something I see some, yeah, let me see what came in. I look like something came in, so let me get to it and look at it, OK, yeah, if you.