AccountId: 011433970860
ContactId: 34f53301-d06b-4c16-a18b-a0a757bdd9b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194440 ms
Total Talk Time (AGENT): 72403 ms
Total Talk Time (CUSTOMER): 68727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/34f53301-d06b-4c16-a18b-a0a757bdd9b4_20250117T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. Um, I'm calling to reach back to someone specifically that I spoke with about, um, filing my claim. I haven't filed it yet, but I was about to. I was just trying to get back to them.
[AGENT][NEUTRAL] Oh OK you were talking to someone previously you were just trying to get back to that individual?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, uh, who are you speaking to?
[CUSTOMER][NEUTRAL] Um, maybe it was last week, earlier in the week, um, or the week before, her name was [PII], I Miss [PII].
[AGENT][NEUTRAL] [PII], OK, and I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's 255-2435.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that information, [PII]. Give me just a moment. Let me see if Misty is available.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like Misty is not in the office at the moment. I don't know if she might be in later, uh but at this time she's not available.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, are you able to have her call me back?
[AGENT][POSITIVE] Oh yeah I can I can uh send her a message and uh give her your information and she'll call you back at whenever she's able to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, that's fine. Can you do that for me, please?
[AGENT][NEUTRAL] OK, yes sir and you did say this was in regard to a claim correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK alright I will let her know and she will be in touch as soon as she's able to. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Well, thank you, that's it. Have a good day.
[AGENT][POSITIVE] Alright yeah thank you I hope you have a great weekend.
[CUSTOMER][NEUTRAL] And that's on pit we in the end.