AccountId: 011433970860
ContactId: 356792aa-0557-44e2-9c15-3a9d5e912a35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353089 ms
Total Talk Time (AGENT): 109185 ms
Total Talk Time (CUSTOMER): 111827 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/356792aa-0557-44e2-9c15-3a9d5e912a35_20250305T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] May I speak to [PII], please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, may I ask calling please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. She's expecting my call.
[AGENT][NEUTRAL] [PII], OK, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] And I left the paper on the other room. I mean, I can give you my name, my date of birth, my uh address, whatever, because I, I'm in another room because I'm a teacher and I needed to talk to [PII] earlier and it took a long time for them to pass that, that call to her, and by the time they did, I had to pick up the kids. So.
[AGENT][NEUTRAL] OK, alright, um, if you give me.
[CUSTOMER][NEUTRAL] Um, what other information can I give you?
[AGENT][NEUTRAL] You can give me your social security number and that will pull in your policy for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said that social security number was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look it up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need for you to verify your address, phone number, and policy num um.
[AGENT][NEUTRAL] Phone number and email address.
[CUSTOMER][NEUTRAL] OK, [PII]. My number is [PII] and my email address on file is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your information for me Ms. [PII]. Let me see if I can see, find out if Miss [PII] is available at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It's gonna be just a moment. I'm waiting for her to respond.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, she is not at her desk right now.
[AGENT][POSITIVE] But she did was able to write me and tell me that um she would like for me to get your number and she will call you back.
[CUSTOMER][NEUTRAL] OK, the problem is, like I said, I'm a teacher and she can just call me anytime. Uh, she will have to call, she will, I mean, she can call me around, probably, uh, if she calls like about [PII], I can answer for probably about 20 minutes, uh.
[AGENT][NEUTRAL] OK, what time would you like for her to call you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, and then after that it's gonna be after [PII], so.
[AGENT][NEUTRAL] OK. And I'll make sure I let her know after [PII], if not [PII]. OK.
[AGENT][NEUTRAL] All right, and then um.
[AGENT][NEUTRAL] The phone number that she can call you on, is that the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm going to send her an email just to remind her too that she needs to give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, OK, that's pretty good.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Thank you so much for calling APL Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too thank you. Bye.