AccountId: 011433970860
ContactId: 40ad92d3-a6ea-42ea-b827-f5dc6014cb91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182270 ms
Total Talk Time (AGENT): 53285 ms
Total Talk Time (CUSTOMER): 47111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/40ad92d3-a6ea-42ea-b827-f5dc6014cb91_20250310T14:48_UTC.wav
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[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, good morning. May I speak to [PII]?
[AGENT][NEUTRAL] Um, can I get your name, please?
[CUSTOMER][NEUTRAL] Yes, I am [PII] from the Texas Department of Insurance. It's regarding a complaint that she's replied to. Can I give you that number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is our number which is PRI which stands for problem report ID 405684.
[AGENT][NEUTRAL] Can I get your callback number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And you stated that she replied back to a um complaint?
[CUSTOMER][NEUTRAL] Yes, we filed a complaint with you and she responded back to me and I just have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She can call me back once she has a moment.
[AGENT][NEUTRAL] OK, let me see if I can um reach her. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hey, this is [PII]. I have [PII] from the Department of Insurance on my line.
[AGENT][NEUTRAL] She's um calling you about uh a response that you replied to.
[AGENT][NEUTRAL] OK, hold on. What's your, um, I'm
[AGENT][NEUTRAL] [PII] 601.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] 405-523.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. All right. I'll transfer her. Thank you.
[AGENT][NEUTRAL] One moment, I'm going to transfer you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.