AccountId: 011433970860
ContactId: 27b9eda1-7470-4857-baa8-28f07baf2058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85690 ms
Total Talk Time (AGENT): 22430 ms
Total Talk Time (CUSTOMER): 24170 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/27b9eda1-7470-4857-baa8-28f07baf2058_20250428T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm trying to find out about my APL. I mean, I don't even really know what this is. I mean, I've been paying it for a long time, but I changed checking account and it wasn't taken out the last time.
[AGENT][NEUTRAL] OK. Do you have a policy number by chance?
[CUSTOMER][NEGATIVE] I don't have anything right here with me. I'm at work. I'm sitting in the car and I just thought about it again.
[AGENT][NEUTRAL] OK. Uh, what's your last name?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, you say [PII] Is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm having trouble. I can't search by name as due to some computer issues I'm having. Can I transfer you back into our queue and someone else will be able to help you? Sorry about that.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] Uh one moment.
[CUSTOMER][NEUTRAL] Referring.