AccountId: 011433970860
ContactId: 221bde5b-2d63-4d17-8dab-af467e6d707e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341019 ms
Total Talk Time (AGENT): 88007 ms
Total Talk Time (CUSTOMER): 221364 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/221bde5b-2d63-4d17-8dab-af467e6d707e_20250305T18:53_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][NEUTRAL] Yes, my name is [PII]. I. My policy number is 02431002.
[CUSTOMER][NEUTRAL] And my wife's trying to reach.
[CUSTOMER][NEGATIVE] Discuss my policy with her and y'all won't let her talk to her.
[CUSTOMER][NEUTRAL] So she needs to call back and ask for [PII]. Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] And I think [PII]'s fixing to be leaving.
[AGENT][NEGATIVE] OK, hold on one second because the phone's breaking up. So you said your wife tried to call and we, we couldn't speak to her. I didn't get the whole story.
[CUSTOMER][NEUTRAL] I gave [PII] permission for my wife to handle this issue with me with my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's trying to get in touch with [PII] y'all won't let her speak to her because I, I guess you don't know that she has permission to do it, but I think [PII]'s fixing to be leaving for the day, but my wife's gonna try to call back.
[CUSTOMER][NEUTRAL] And I don't know how to verify this if I can get it if she gets a different representative there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Other than whoever she spoke.
[AGENT][NEUTRAL] Is the [PII], is she in claims?
[AGENT][NEUTRAL] Was it something about a claim?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's about my claim.
[AGENT][NEUTRAL] OK, I was just trying to see which [PII] so I can reach out to her. OK, and may I have your policy number?
[CUSTOMER][NEUTRAL] Oh Lord, I just gave it to you. I'm trying to cut through the chase because she's fixing to leave for today.
[CUSTOMER][NEUTRAL] 02431002
[AGENT][NEUTRAL] Is it better if I just send [PII] a message and have her give your wife a call because it looks like she may be gone.
[CUSTOMER][NEUTRAL] She don't
[CUSTOMER][NEUTRAL] That's what we was trying to avoid, but whoever.
[CUSTOMER][NEGATIVE] Uh, just, just, this is just a nightmare dealing with y'all people. I'll try in tomorrow.
[CUSTOMER][NEUTRAL] That means I've been dealing with this since December.
[CUSTOMER][NEGATIVE] It's getting on my nerves with this mess.
[AGENT][NEUTRAL] Would you, is it easier if we give her a call?
[CUSTOMER][NEUTRAL] It'd be easy if somebody would just follow direction. I gave [PII] permission for my wife to call whoever my wife called would not let her try to get through to her. She was leaving at [PII], of which it's now [PII]. So we'll try this again tomorrow, I guess. She don't know my wife's number.
[AGENT][NEUTRAL] OK, so let's, so.
[AGENT][NEUTRAL] Just for a resolution.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] I see the notes here.
[AGENT][NEUTRAL] Do you have the um we can email you the authorization form so we can have your wife on here. When you give permission, it's just
[CUSTOMER][NEUTRAL] That never mind and I'll call and talk to [PII] myself tomorrow. We had this resolved this morning and she's been waiting on my wife to call her, but whoever y'all answered the phone for her wouldn't let her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, all you gotta do is send that lady a message right there when my wife's on the phone let her talk to her.
[CUSTOMER][NEUTRAL] Instead of telling her no.
[CUSTOMER][NEUTRAL] Now I gotta wait another day.
[AGENT][NEUTRAL] Well, I'm, I mean, I'm coming in on the back and I'm just trying to get some resolution for you, sir.
[CUSTOMER][NEUTRAL] So am I, and I've been waiting there's a lady that's had all this information through y'all since [PII].
[CUSTOMER][NEGATIVE] I have to have a procedure done on the [PII] and I've got to make sure all of this goes through because somebody's not doing their job affiliated with y'all.
[CUSTOMER][NEUTRAL] And it's a broker through my company and I've skipped to the chase dealing with [PII] because she seemed to got me through the.
[CUSTOMER][NEGATIVE] Way more headway than I've, I've made since December in 2 days' time, so we've hit another brick wall and I can't do nothing now until tomorrow when she gets back in her office.
[AGENT][NEUTRAL] OK, would you like me to send you the authorization form so we can have your wife on here to speak?
[CUSTOMER][NEGATIVE] I don't need no authorization form. I don't know how I can do it. That was my thing with [PII]. I'm drive for a living, so does my wife. We don't have time to do this. We're doing somebody's job for them already, either my company or through y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the, so that's fine. You, I just wanted you to not have to go through this anymore with your wife calling and I was just trying to help with that, but that's fine, um.
[CUSTOMER][NEUTRAL] Hopefully this is the last time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, there's nothing I can do with the form. You can send it to my phone, but I still need her speaking with [PII] to, well, actually today, but tomorrow now.
[AGENT][NEUTRAL] Right, so what I'm saying is because it
[CUSTOMER][NEUTRAL] And and and what we're what we're trying to do is gonna roll over to Friday now because it's something I need to do at home on the computer.
[CUSTOMER][NEUTRAL] With my wife after hours so it won't happen today we was trying to get it to [PII] tomorrow so when my wife speaks to [PII] tomorrow we'll get it tomorrow night and be Friday.
[CUSTOMER][NEGATIVE] I mean it's just frustrating.
[AGENT][NEUTRAL] I understand you're frustrated. I was just trying to get some resolution so your wife doesn't have to keep going through this.
[CUSTOMER][NEUTRAL] Well, if somebody would just pass the, I mean, pass the, the, the message to [PII] when she was there before she left instead of just.
[CUSTOMER][POSITIVE] [PII] and my wife I, I'm done. I appreciate your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling.