AccountId: 011433970860
ContactId: 378162bb-d768-4d8a-8eb2-a07dfe3381f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134789 ms
Total Talk Time (AGENT): 39371 ms
Total Talk Time (CUSTOMER): 40457 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/378162bb-d768-4d8a-8eb2-a07dfe3381f6_20250403T20:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII]. I'm with the broker's office. Um, I've been speaking with [PII], um, about one of my clients. She's been helping me with, um, a claim, um, we've been trying to get the provider to file a claim, and she's been helping me with that. Um, is there any way I can talk to her?
[AGENT][POSITIVE] Yes, um, absolutely. Could you please repeat your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, hold on one moment I'll get you transferred over to [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, which one was me.
[AGENT][NEUTRAL] [PII], thank you for holding. I, I look like [PII] is away right now, but she's here until [PII], so I'm not sure what time she'll be back. You want me to send her a chat and ask her to give you a call back as soon as possible?
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] OK, what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have is this on?
[CUSTOMER][NEUTRAL] And it's in reference to [PII]'s.
[AGENT][NEUTRAL] Go ahead, sorry. Is it a certain policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, it's, yeah, it's, um.
[CUSTOMER][NEUTRAL] 022 03757
[AGENT][POSITIVE] OK, perfect. OK, [PII], I'll give this information to her and then just look for a call back from her soon.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Bye bye.