AccountId: 011433970860
ContactId: 25046917-57fe-49ec-82ea-c0e6fddb1cc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259459 ms
Total Talk Time (AGENT): 69359 ms
Total Talk Time (CUSTOMER): 69142 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/25046917-57fe-49ec-82ea-c0e6fddb1cc8_20250114T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi there I'm looking to speak to [PII] if I could please.
[AGENT][NEUTRAL] OK, may I have your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with the insurance commissioner's office in [PII]. Our telephone number is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII] and you're with the Wisconsin Insurance.
[CUSTOMER][NEUTRAL] Commissioner's office, yep, yep, yep.
[AGENT][NEUTRAL] Department.
[AGENT][NEUTRAL] OK, alright. OK. All right. And is this regarding a specific policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is, I have a file number, our file number. I do not have her policy number.
[AGENT][NEUTRAL] OK, alright, and what is the individual's name that this is regarding?
[CUSTOMER][NEUTRAL] Last name is spelled [PII]
[CUSTOMER][NEUTRAL] And the first name is [PII], which is [PII]
[AGENT][NEUTRAL] OK, thank you. I just have to get that information before I can just send a call to her, OK? So give me one moment, Ms. [PII]. I'm gonna reach out to her and see if she's available. Hold on one second, OK? You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no worries, thank you.
[CUSTOMER][POSITIVE] Thanks so much. Thanks. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are
[AGENT][POSITIVE] Thank you for patiently waiting, Ms. [PII]. She is away from her desk. Is it possible to have her return a call to you at the number you gave me [PII]? And what's your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And that last name of that member was [PII] [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, [PII] was the first letter just to confirm, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, it sounds like you said [PII] OK, all right, so I'll send her a message and have her return a call to you. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that is it. Thank you so much for your time.
[AGENT][POSITIVE] Alright, thank you for calling APL. You're welcome. Have a great day and stay safe bye bye.
[CUSTOMER][NEUTRAL] You too bye.