AccountId: 011433970860
ContactId: 3345c1e9-0398-4f17-ba71-ccd606f8a9f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262899 ms
Total Talk Time (AGENT): 79609 ms
Total Talk Time (CUSTOMER): 88208 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3345c1e9-0398-4f17-ba71-ccd606f8a9f2_20250213T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] And what's the name?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] OK. I'm calling for [PII]. I spoke with her the other day, and I've been pressing the extension is her extension was at [PII], and it keeps repeating y'all's message.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I had to go to this number.
[AGENT][NEUTRAL] Um, let me see, and
[CUSTOMER][NEUTRAL] It goes over and over on a recording.
[AGENT][NEUTRAL] OK. And your name is, I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I do, but I'd like to speak with [PII].
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] rather than go over all this again. Yeah, she was the one.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and what is your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let me see if she's available give me one moment.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, let me see if she just.
[AGENT][NEUTRAL] Alright, give me one moment, Miss [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a a good callback number in case the call drops? I'm gonna try to transfer you to her.
[CUSTOMER][NEUTRAL] I do, but I don't know if I'll be available to answer it, but it's [PII].
[CUSTOMER][NEUTRAL] Let's hope it doesn't drop because
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] She made it clear she was in customer service, and she was very helpful.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I don't want to go over the whole situation with her again, with you, when I've, she's familiar with the case.
[CUSTOMER][NEUTRAL] I've gotten her letter.
[AGENT][NEUTRAL] [PII]. OK, hold on one moment, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Bless her heart.
[AGENT][NEUTRAL] 67
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For calling APL, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] She didn't want to give me any of her information. She's like, well, I just want to talk to her. I don't want to have to repeat all this information. I was like, OK, and then I ask.
[CUSTOMER][NEUTRAL] I think that's the lady that memory's been dealing with and it's regarding her sister.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And I don't know what she wants from me, but OK, I think that's who that is because I tried to do a [PII]. There's no [PII] in the system. I believe that's who that is.
[AGENT][NEUTRAL] And she said she received a letter, so I don't know what that is, but uh.
[AGENT][NEUTRAL] Yeah, I even.
[CUSTOMER][NEUTRAL] That's probably the refund.
[AGENT][NEUTRAL] Even getting her callback number, she's like, uh, I might not be there, but let me give it to you anyway. I was like, woman, OK.
[CUSTOMER][NEUTRAL] But OK.
[CUSTOMER][NEGATIVE] Just don't help me do my job today at all. Send it to me. I got it.
[AGENT][POSITIVE] I know, right? I'm trying to help you, ma'am. Alright, sweetie. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome, bye.
[AGENT][POSITIVE] Have a good one. Bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.