AccountId: 011433970860
ContactId: 3d91a5d7-abe5-4bf4-b4a0-a49ee0db5153
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342899 ms
Total Talk Time (AGENT): 62079 ms
Total Talk Time (CUSTOMER): 133399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3d91a5d7-abe5-4bf4-b4a0-a49ee0db5153_20250523T14:52_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Is this uh I'm looking for [PII].
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Can I get your name, please?
[CUSTOMER][NEUTRAL] I'm a [PII] look from the text.
[AGENT][NEUTRAL] I'm sorry. I'm.
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][NEGATIVE] No, I can't.
[CUSTOMER][NEUTRAL] OK, hold on a second. I'm, hold on a second. Let me try something else there.
[CUSTOMER][NEUTRAL] OK. Can you hear me now?
[AGENT][NEUTRAL] Um, I heard your name was [PII] and you're looking for [PII].
[CUSTOMER][NEUTRAL] Is that better?
[AGENT][NEUTRAL] Um, a little bit.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] Is she available?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And it's regarding a complaint she uh she uh responded to.
[AGENT][NEUTRAL] OK. All right, [PII], one moment, let me see if she's in. Hold on one moment please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, is this uh [PII]?
[AGENT][NEUTRAL] No, I was I was asking, can I get.
[CUSTOMER][NEUTRAL] Hello, yeah, are you there?
[AGENT][NEUTRAL] Yes, I was asking, can I have the policy number of the member?
[CUSTOMER][NEUTRAL] Oh, and I gave you my, OK.
[CUSTOMER][NEUTRAL] OK, yeah, hold on just a second.
[CUSTOMER][NEUTRAL] With me, things kinda. Are you having a hard time hearing me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you hear me OK? OK, it's, here's the policy number 02347343. It's a group, I have a group number of 70052 and I need to know who the.
[CUSTOMER][NEUTRAL] The name of this, um, according to the complainant.
[CUSTOMER][NEUTRAL] She lives in [PII] and she wrote to the, the Mass Department of Insurance in [PII] and they said the site of state is [PII]. This lady has live in [PII], the group, and there's one mass of.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna try to call you back to, I'm gonna try to call you back to see if the line is better cause I can't hardly hear you.
[CUSTOMER][NEUTRAL] The insurance company does not, uh, uh, does not sell policies [PII] be a regular number. Can you take us?
[AGENT][NEUTRAL] [PII], can I call you?
[CUSTOMER][NEUTRAL] Can I give you a different phone number?
[AGENT][NEUTRAL] I was gonna call you back to see if the line is get a lot better.
[CUSTOMER][NEUTRAL] Let me call you back and
[AGENT][NEUTRAL] OK. OK, that is fine.
[CUSTOMER][NEUTRAL] OK, it probably won't be. I'll give you another number to call. Here's another, OK, here's the number. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Try my own number. Try that number, you'll be able to hear me.
[AGENT][NEUTRAL] [PII]. Hello?
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes.
[AGENT][POSITIVE] OK, [PII]. OK, thank you. Um, thank you for calling APL. You have a great day. Bye-bye.