AccountId: 011433970860
ContactId: 3bccdb7b-b3fd-429b-9548-2d73d23d85df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337779 ms
Total Talk Time (AGENT): 58362 ms
Total Talk Time (CUSTOMER): 77876 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3bccdb7b-b3fd-429b-9548-2d73d23d85df_20250416T20:51_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]. I spoke to you the other day. Um, I'm having trouble, uh, you were gonna transfer me and we got disconnected. So I waited till yesterday and uh called again and [PII] said that [PII] claims would call me back yesterday evening or this morning and I, I've kind of been on the phone, so I
[CUSTOMER][NEUTRAL] I, I don't know that she hasn't called me. Uh, I was wondering if I could speak to [PII], long story short.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number, [PII]? Let me take a look.
[CUSTOMER][NEUTRAL] Yes, yes, I do. 9 A as in apple.
[CUSTOMER][NEUTRAL] 20631 you want the claim number?
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] 3561762
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna check the notes and see if I see anything in here.
[AGENT][NEUTRAL] OK, and you said it was [PII], right?
[CUSTOMER][NEUTRAL] That's who um [PII] said. She talked to her and she was gonna look it over and call me back yesterday or this morning.
[AGENT][NEUTRAL] OK, yeah, it looks like she did try and call you earlier so let me reach out to her and see if she's available to take a call um if anything happens on the transfer, is this number a good call the [PII] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, um, let me send her a message really quick and just see if she's busy.
[AGENT][NEUTRAL] OK, yeah, she's available, so I'm gonna place you on a hold and get her on the line here, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I just wanted, do you have her callback number just in case if something happens on the transfer? She said she got hung up on last time.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][POSITIVE] OK, thank you. I'll send her over. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you? Hi, [PII], my name is [PII].