AccountId: 011433970860
ContactId: 324cee3d-9ccc-4067-a42b-731360c97387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217860 ms
Total Talk Time (AGENT): 41593 ms
Total Talk Time (CUSTOMER): 42514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/324cee3d-9ccc-4067-a42b-731360c97387_20250530T18:51_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] And it is uh [PII] there, she was working on uh something for me on the paperwork. This is [PII].
[AGENT][NEUTRAL] [PII], OK, um, I can see if [PII] is available.
[CUSTOMER][NEUTRAL] Yes, it, it might, it, it might be under [PII]. OK, thank you.
[AGENT][NEUTRAL] You're welcome. Um, hold on one moment, Mr. [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'd be this phone [PII].
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number, I think is what she emailed me 02535488.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And Mr. [PII], is it alright if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good. Did you need anything else from me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I, I've got it.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. You're welcome.
[CUSTOMER][NEUTRAL] Uh, good afternoon, Mr. [PII].