AccountId: 011433970860
ContactId: 1cb6541e-acfb-4d04-9cde-22231cf96a5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150949 ms
Total Talk Time (AGENT): 65142 ms
Total Talk Time (CUSTOMER): 46386 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1cb6541e-acfb-4d04-9cde-22231cf96a5a_20250110T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. My policy number is 2536.
[AGENT][NEUTRAL] Yeah, hold on one moment. Hold on one moment, sir. Hold on. Uh, I'll call you back, Delish. Give me one second, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, uh, give me your uh name again, sir.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me have your phone number, Mr. [PII], just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I got [PII].
[AGENT][NEUTRAL] [PII]. What come after that, sir?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. Alright, and your phone is cutting out, so that's why I'm, I'm having a trouble with you. Let me pull up your policy. What's your policy number, Mr. [PII]?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] 28, uh huh.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Let me call, let me call you on my wife's number real quick or call us back on my number. Yeah, there's.
[AGENT][NEGATIVE] OK, but you, but you might not get me. You might not get me, so that's why.
[CUSTOMER][NEUTRAL] Alright,
[CUSTOMER][NEUTRAL] So if you can give me a call back on my wife's number.
[CUSTOMER][NEUTRAL] Can I give you that number real quick?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got [PII] what?
[AGENT][NEUTRAL] I can't hear the last number [PII].
[AGENT][NEUTRAL] Hello. Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, I got [PII]. What's the last number?
[AGENT][NEUTRAL] Hello. Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?