AccountId: 011433970860
ContactId: 334aeb78-78f7-44d9-9a8a-2a9649f6b185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 59703 ms
Total Talk Time (CUSTOMER): 23317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/334aeb78-78f7-44d9-9a8a-2a9649f6b185_20250402T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi may I speak with Miss [PII] in claims.
[AGENT][NEUTRAL] I will definitely see if she is available. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, hey, so can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And was this in regards to your individual policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have that policy number?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, alrighty, bear with me just a moment. I'm just gonna put you on a brief hold and I'll see if uh she's available for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, well.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Uh, Miss [PII], I appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so it does not appear that she is available at the moment so what I can do is I can send her a message with your information and just have her call you back when she is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you.
[AGENT][NEUTRAL] OK, yes ma'am, let me read back uh the callback number just to make sure I did hear it correctly uh that was [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] Alright, I will pass that along and she will be in touch with you as soon as she's able to.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Alright, thank you. Have a great day.
[CUSTOMER][NEUTRAL] Uh-huh. You too.
[AGENT][NEUTRAL] Bye bye.