AccountId: 011433970860
ContactId: 40ac2eb4-1008-4cca-9463-e00db53b3426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215259 ms
Total Talk Time (AGENT): 50651 ms
Total Talk Time (CUSTOMER): 48259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/40ac2eb4-1008-4cca-9463-e00db53b3426_20250505T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm because I just got a missed call. I'm working right now, so, uh, someone called me, um, about my claim, I guess.
[AGENT][NEUTRAL] OK, do you have your policy number or social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, my, uh, I, I am the policy holder and my social security is [PII].
[AGENT][NEUTRAL] OK. Can I get your first and last name?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]
[AGENT][NEUTRAL] OK, let me pull up your policy.
[AGENT][NEUTRAL] And could you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number, Ms. [PII], just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just 2 more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] [PII] and the email address is um
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see who calls.
[CUSTOMER][NEUTRAL] [PII], um, she left a voicemail.
[AGENT][NEUTRAL] [PII], OK, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me place you on a hold and see if I can get a hold of her. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] on the care team. Did you call uh [PII]?
[CUSTOMER][NEUTRAL] I did.
[AGENT][POSITIVE] OK, I've got her on the line she's giving you a call back. I did verify all of her information and then I got her callback number if you need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I don't need it, but thank you so much.
[AGENT][NEUTRAL] OK, I'm gonna transfer over. um I'll, I'll tell her you're on the line and then I'll release her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII] I've got [PII] on the line. She can help you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Miss. [PII], I was calling you.