AccountId: 011433970860
ContactId: 484a3291-aab7-4089-aa08-d799114cb4fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331760 ms
Total Talk Time (AGENT): 27859 ms
Total Talk Time (CUSTOMER): 46736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/484a3291-aab7-4089-aa08-d799114cb4fc_20250305T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] Sure I could see if she's available. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and was this for your individual policy?
[CUSTOMER][NEUTRAL] Uh, yes, it's uh, uh, they sent me a HEPA, HEPA uh form.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I, uh, I need to sign it and fax it, but I want to be sure that I'm going to fill this correctly.
[CUSTOMER][NEUTRAL] And so, I mean, [PII] is the one in charge of the claim, but if you want to help me, that's fine too.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, let me see if she's available. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, it is.
[CUSTOMER][NEUTRAL] 02548800.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then [PII], I'm just gonna put you on a brief hold while I see if she is available I'll get right back with you OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.