AccountId: 011433970860
ContactId: 4138e41f-531e-44b7-bade-97eb3b659335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399420 ms
Total Talk Time (AGENT): 76233 ms
Total Talk Time (CUSTOMER): 52638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/4138e41f-531e-44b7-bade-97eb3b659335_20250123T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, how are you doing? Um, I'm calling to get someone I spoke with last week.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 2552435
[AGENT][POSITIVE] Thank you one moment, let's see.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You said you spoke to somebody last week. Was it [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It might have been a
[CUSTOMER][NEUTRAL] [PII] is.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me see if I can get her on the line. OK, let me see if she's available. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, Ms. [PII] is out on break right now. Um, do you want me to send a message for her to give you a call back?
[CUSTOMER][POSITIVE] Yes please thank you.
[AGENT][NEUTRAL] OK, so let me go ahead and do that, bear with me just a second.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You spoke with her yesterday?
[CUSTOMER][NEUTRAL] No, I spoke with her maybe 1.5, 2 weeks ago maybe.
[CUSTOMER][NEUTRAL] And you said you will tell her to give me a call back, correct?
[AGENT][NEUTRAL] Yes, so I'm gonna, I'm sending her a message right now, so when she comes back from break, she can give you a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, you're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][NEUTRAL] OK, and she'll be calling you back on the number that you provided, the [PII]. Is that OK?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. All right. So I'll go, I went ahead and send that over to her.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.