AccountId: 011433970860
ContactId: 1ba834da-48fa-4a93-9ec9-178fc7c3dabc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157000 ms
Total Talk Time (AGENT): 89610 ms
Total Talk Time (CUSTOMER): 68085 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1ba834da-48fa-4a93-9ec9-178fc7c3dabc_20250317T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Is this the so
[AGENT][NEUTRAL] [PII] in customer service. How can I help you?
[CUSTOMER][NEUTRAL] that one
[CUSTOMER][NEUTRAL] [PII], I was calling memory.
[AGENT][NEUTRAL] Oh, he was calling [PII]? OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Ms. [PII], what's your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Thank you. All right, um, did she ask you to call her back?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] She did? OK. Let me see if she's in.
[CUSTOMER][NEUTRAL] Well, I mean, we've been, me and her have been talking back and forth trying to get this policy for a couple of months now.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] guys
[AGENT][NEUTRAL] OK. All right. What's the policy number, um, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't have it in front of me, hold on. It's my sister's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do have it here somewhere, but I don't.
[CUSTOMER][NEUTRAL] I should have got it together, but I thought I was gonna be with her.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Oh OK yeah she's not in she is out this um today do you want me to take a message and get her to call you?
[CUSTOMER][NEUTRAL] Just, yeah, just have her to call me back, just tell her to call me back.
[AGENT][NEUTRAL] You are what?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I sure will. Alright, so y'all been working together on a policy and she had told you to call her today.
[CUSTOMER][NEUTRAL] Yes, she was supposed to, well, she was supposed to call me back today about it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh yeah, she is out today, but I will, I will send her a message and when she gets in in the morning, she'll get that message and she'll call you. What's, and so you said the number was [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. OK. How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Alright, Ms. [PII], well, I'll give her that message for you, OK?
[CUSTOMER][POSITIVE] OK, hon, thank you.
[AGENT][POSITIVE] Alright, you're welcome have a good day thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You too, hon. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye