AccountId: 011433970860
ContactId: 4189ec61-a40e-46b0-91f9-23122116ff3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247479 ms
Total Talk Time (AGENT): 101557 ms
Total Talk Time (CUSTOMER): 86627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4189ec61-a40e-46b0-91f9-23122116ff3e_20250228T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. Uh, my name is [PII]. I've been um talking with, uh, um, Miss [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and she told me to call her today. I don't know if she's available right now, or you can transfer me to her, please.
[AGENT][NEUTRAL] Um, yeah, [PII], let's take a look. Do you have your policy number? I can just pull that up, please.
[CUSTOMER][NEUTRAL] I do. It's uh.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] M as in Mom.
[CUSTOMER][NEUTRAL] L as in loud.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And if I can just get your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So, um, it looks like, unfortunately, [PII] is out all day today. She's not in the office.
[CUSTOMER][NEUTRAL] Oh, because she told me yesterday, uh, she
[CUSTOMER][NEUTRAL] She, she was supposed to be working today and she told me to call her today.
[AGENT][NEUTRAL] Yeah, it looks like, let me see if she's gonna be back in or if she just um maybe is out this morning. One second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it looks like she's out all day, unfortunately, [PII]. um, what I can do is I can send her a message and let her know that you called and um maybe she can call you back first thing on Monday morning. Is this [PII] a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, the only thing is, uh,
[CUSTOMER][NEUTRAL] Uh, maybe I'm gonna be um
[CUSTOMER][NEUTRAL] Because I, I, I, I, I spoke with her yesterday about today because today I know.
[CUSTOMER][NEUTRAL] And I'm working on Monday. So the only day that I, the only time that I'm gonna be available on Monday is after, after [PII]. That's the only, uh, probably.
[AGENT][NEUTRAL] OK, after [PII]. What, what time zone are you on? Where do you live? You live in [PII]?
[CUSTOMER][NEUTRAL] I live in [PII], yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we're we're on Central time, so we're on a different time than you are, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I will send her a message, [PII] letting her, letting her know that you called um.
[AGENT][NEUTRAL] And um have her call you back. I'm sorry that she wasn't in today. She may have had something come up, she had to take the day off, so.
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you, bye.
[AGENT][NEUTRAL] Mm bye bye