AccountId: 011433970860
ContactId: 45c5e2ab-0027-46c5-8d7e-224bf67f8e07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203789 ms
Total Talk Time (AGENT): 73749 ms
Total Talk Time (CUSTOMER): 40258 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/45c5e2ab-0027-46c5-8d7e-224bf67f8e07_20250513T16:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII]. I'm [PII], I'm a broker. I had a call from somebody in claims and I just realized I deleted the.
[CUSTOMER][NEUTRAL] Message, I think she said [PII] and claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said she's the only one with that name, but now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], um, can you please give me your callback number, sir, just in case the call gets dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, and you said the name was [PII], is that correct?
[CUSTOMER][NEUTRAL] I believe so. Uh, it was [PII] or [PII]. I'm sorry. She just left the message saying just to ask for her. She should be the only one in claims and it may be [PII].
[AGENT][POSITIVE] Oh, it's I think it's [PII]. Hold on real quick and let me see if she's available for you. I'm gonna write her real quick, [PII], and see if she can take the call. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm just waiting for her to write me back, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, not a problem at all.
[AGENT][NEUTRAL] She's not on the phone so I'm gonna go ahead and transfer you on over.
[AGENT][NEUTRAL] So it's gonna be a quick hold while I transfer you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And thank you for calling APL sir. You're welcome. You take care. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. [PII] didn't pick up, so what I'm going to do is I'm gonna send her an email and let her know that you've called her back and ask her to return your call.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][POSITIVE] OK, alright, thank you so much for calling APL, [PII]. I'm gonna get that email over to her right now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You take care, sir.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You too thank you bye bye.