AccountId: 011433970860
ContactId: 388b1dea-1042-4219-8440-643e98e89ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96279 ms
Total Talk Time (AGENT): 34985 ms
Total Talk Time (CUSTOMER): 37956 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/388b1dea-1042-4219-8440-643e98e89ecb_20250327T19:42_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] Hi, [PII], my name is [PII]. I'm calling because um I know that I have APL through my employer, uh, but I lost the card and was hoping you could help me find my information.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to assist you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, may I have your name?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you, um, because it's kind of breaking up, you said you do have the um information or that's what you're trying to get?
[CUSTOMER][NEGATIVE] That's what I'm trying to get. I lost my card.
[AGENT][NEUTRAL] OK. I can look the um policy up with your social if you'd like.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Never mind, I found it.
[AGENT][NEUTRAL] So just
[AGENT][NEUTRAL] Oh, you did? And it just popped up. OK, so you're right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.