AccountId: 011433970860
ContactId: 465d8e26-a92e-47f4-99ee-cbc102fd9216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158130 ms
Total Talk Time (AGENT): 50501 ms
Total Talk Time (CUSTOMER): 55066 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/465d8e26-a92e-47f4-99ee-cbc102fd9216_20250502T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi there, I'm with APFA, American Airlines, uh, flight attendant union. Uh, I'm calling the number for them, but it says that it can't be reached from my area, so I'm calling the 800 number. I'm in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, um, I can help get you the number for APFA that you need to contact. Can I please get your name and your call back number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number, please?
[CUSTOMER][NEUTRAL] I don't know because I just started with this, and I don't have anything from them, um, but I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to talk to them about the subscription.
[AGENT][NEUTRAL] OK, all right. Let me look up their number for you real quick.
[AGENT][NEUTRAL] It's gonna be just a moment while my computer pulls it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the number that you need to call, do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 5034 before you get off the phone, let me check to see.
[CUSTOMER][NEUTRAL] Uh, that's what I have. It says it cannot be reached from my area. I'm in [PII].
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] Let me try to transfer over for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK thanks
[AGENT][POSITIVE] You're welcome thanks for calling APL you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.