AccountId: 011433970860
ContactId: 36533df0-2916-44a2-9c1a-38653e4ab0d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166199 ms
Total Talk Time (AGENT): 36557 ms
Total Talk Time (CUSTOMER): 35568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/36533df0-2916-44a2-9c1a-38653e4ab0d7_20250303T22:15_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] Yes, ma'am. I had a missed call from [PII].
[AGENT][NEUTRAL] [PII], OK. Well, I can try to get you to her. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, you may. Let's see, um.
[CUSTOMER][NEUTRAL] We can on that piece of paper.
[CUSTOMER][NEUTRAL] It is 928-827.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I have your policy here. I'm just waiting for it to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here you go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And do you mind if I place you on just a brief hold so I can reach out to [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] Hope so.
[CUSTOMER][NEGATIVE] You are on hold.