AccountId: 011433970860
ContactId: 26dee5cb-4fb8-4f05-89f7-b458556c205e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117080 ms
Total Talk Time (AGENT): 46618 ms
Total Talk Time (CUSTOMER): 38488 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/26dee5cb-4fb8-4f05-89f7-b458556c205e_20250214T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from products office to check a general claim status. Could you spell your name, please?
[AGENT][NEUTRAL] That's [PII] and I can check the claim for you. Uh, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Pardon, could you repeat that again?
[AGENT][NEUTRAL] What did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do. It's D42018341.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is true, they're called 90 Degrees. Um, if you'd like, I can see if they have a policy with us, uh, if you have their social or I can give you, uh, 90 degrees information and transfer you to them.
[CUSTOMER][NEUTRAL] Yeah, before you transfer, could you tell me the contact number? If in case the call disconnected, I may call, I can call to them.
[AGENT][NEUTRAL] Of course, one moment, let me get that number.
[AGENT][NEUTRAL] OK, are you ready for the number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 4296 and you would select option one.
[CUSTOMER][POSITIVE] OK. Thank you for your assistance, [PII]. Have a nice day. Enjoy your weekend. Bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Do you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yeah. Thank you.
[AGENT][NEUTRAL] OK, alright, I'm just gonna put you on a hold while I get that. Thank you bye bye.
[CUSTOMER][NEUTRAL] You bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling