AccountId: 011433970860
ContactId: 47d3a7b3-b311-46de-99bf-82aa96cf3ebe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378500 ms
Total Talk Time (AGENT): 101983 ms
Total Talk Time (CUSTOMER): 92328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/47d3a7b3-b311-46de-99bf-82aa96cf3ebe_20250429T20:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], can I speak with [PII]?
[AGENT][NEUTRAL] I can double check and see if she is available. Absolutely. Uh, can I get your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you [PII] and is this number you're calling from a good call back number if anything happens on the call I lose you?
[CUSTOMER][NEUTRAL] Yeah, it, it is.
[AGENT][NEUTRAL] OK, uh, and have you been speaking with her in regards to a claim just so I can give her kind of an idea.
[CUSTOMER][NEUTRAL] Uh, yeah, she, she's been working on my time since I had it.
[AGENT][NEUTRAL] OK, let me see, and you said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm reaching out to [PII] right now. Give me just one second, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just waiting for her to respond back. I'm not sure if she's on a call or.
[CUSTOMER][NEUTRAL] Well, ma'am, just cause she, yeah, cause um if she is busy or whatever, I need her to call me.
[AGENT][NEUTRAL] OK, yeah, just give me a few moments.
[CUSTOMER][NEUTRAL] But you know they.
[CUSTOMER][NEUTRAL] She normally sends out my claim forms for me to file my claiming, and I, I don't have one for uh coming up this month, so I just want her to send me out some claim forms in the mail.
[AGENT][NEUTRAL] Do you by chance [PII] have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 42 620424.
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Alright, I'm gonna transfer you over to her one moment please, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] Why she's asking to speak with you, I guess I should have just taken the call.
[AGENT][NEUTRAL] I'll ask for more information next time.
[AGENT][POSITIVE] Yeah, I called the right number.
[CUSTOMER][POSITIVE] Thank you for APL. This is. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. So I, in all honesty, she did not give me a claim that she was asking about. She said that I guess you've been helping her with her claims. She didn't really want to give me a lot of info.
[CUSTOMER][NEUTRAL] Can she hear us talking or is she still on hold?
[AGENT][NEUTRAL] No, she's on hold.
[CUSTOMER][NEGATIVE] OK, she's a handful. Um, she, she's a lot. I'm surprised she didn't cuss you out, honestly, she cusses everybody out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, she's, she's cussed me out every month since October.
[AGENT][NEUTRAL] Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, she's a lot so I don't, I don't really know why she's calling because oh she's calling me to let me know that she hasn't went back to work. It's almost the first of the month. That's what she's calling for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it's for her disability. OK, that's what she wants.
[AGENT][NEUTRAL] OK. I will ask more questions next time. I'm sorry. I wasn't trying to put anything on you.
[CUSTOMER][NEUTRAL] She's no, no, no, she's not even gonna tell you she's just gonna ask to speak directly with me so it's fine.
[AGENT][NEUTRAL] OK, I will, well, I'll mental note that no going forward.
[CUSTOMER][NEUTRAL] Yeah, just put it in the notes that she's gonna ask to speak with directly to me. She won't tell anybody any information.
[AGENT][POSITIVE] OK. OK. I will. OK. Yeah, I, I definitely will do that. I, yeah, bless your heart. OK.
[CUSTOMER][NEUTRAL] I don't know why.
[CUSTOMER][POSITIVE] OK. Well, you have a great day.
[AGENT][POSITIVE] You too. I will patch her through. Here she comes.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're welcome here.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Oh, just fine. I was just calling you.