AccountId: 011433970860
ContactId: 414969c6-1159-4267-9183-6bc76d24390d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144660 ms
Total Talk Time (AGENT): 60078 ms
Total Talk Time (CUSTOMER): 45837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/414969c6-1159-4267-9183-6bc76d24390d_20250224T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to speak to [PII], please.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, um, before I transfer you, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have the policy number you're inquiring about?
[CUSTOMER][NEUTRAL] 00, I did and I don't. Let me see. I don't, I do, but I don't, I don't have it with me right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. All right, let me see if I can get her on the line, OK? I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] OK, Ms. [PII] is on the phone right now. Um, I can take a message. I've got your phone number and information and let her know that you called and you would like for a call back today. Is it possible for her to call you back today?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. I would need, excuse me, I've had to come outside. There's so much noise inside, but could I, could you call me back just as soon as possible?
[AGENT][NEUTRAL] Yes, ma'am. I will definitely let her know. And can you spell your first name for me just to make sure I have it correct, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][POSITIVE] All right. I've got it, and so I'm gonna get her to call you back. Is there anything else I can help you with though before I let you go?
[CUSTOMER][NEUTRAL] No, that's all. I just, I just need to talk to memory, please.
[AGENT][POSITIVE] Alright, Ms. [PII], I'll definitely deliver the message and thank you for calling APO and you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.