AccountId: 011433970860
ContactId: 473b9530-9dbf-43df-a5be-7b890fde4a80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112110 ms
Total Talk Time (AGENT): 84690 ms
Total Talk Time (CUSTOMER): 27833 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/473b9530-9dbf-43df-a5be-7b890fde4a80_20250303T22:21_UTC.wav
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[AGENT][NEUTRAL] Mwim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I literally just noticed that we weren't even on the phone and then
[AGENT][NEUTRAL] Thank you so much because I was getting ready to call you, um, but I, so I sent [PII] a message, but she, I don't know if she's gone for the day. She hasn't even read it. Her status just shows it's busy, so, um, I can send her an email and let her know that you're trying to reach her because there's no notes on here. I'm hoping this is the right [PII] because I didn't see any notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can definitely send her an email and and let her know that you're trying to reach her and to give you a call. If it's the wrong [PII], she'll let me know this isn't her, and then I'll have to search for some more and um try to get them to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. That sounds great. Yeah, she didn't give me your last name. She just said [PII].
[AGENT][NEUTRAL] How was it, did it have anything to do with claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because the one I was um trying to reach is in claims, so I'm hoping this might be, this will probably be her. I hope so.
[CUSTOMER][NEUTRAL] Yes, she's trying to talk to me about a claim I submitted.
[AGENT][NEUTRAL] OK, this is probably her. Well, I will um go ahead and send her an email and then with this um [PII], is that the best number for me to put there for you to call for her to call you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is. Uh-huh.
[AGENT][NEUTRAL] OK. Well, I will go ahead and send this over for you now. Um, I'm just gonna say you'll hear back from her tomorrow because I don't know if she's gone or not.
[CUSTOMER][NEUTRAL] Yeah, she might be gone for the day. That'd be fine. I just wanted to reach back out to her. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for giving me a call back and I'll go ahead and note your policy and send her an email for her to call you tomorrow to follow up.
[CUSTOMER][POSITIVE] All right, sounds great thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] All right, thank you. You do the same.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye. Uh-huh.