AccountId: 011433970860
ContactId: 4c4d3ba0-b2d0-4050-8821-a7313cf7b02d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202320 ms
Total Talk Time (AGENT): 48681 ms
Total Talk Time (CUSTOMER): 42416 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4c4d3ba0-b2d0-4050-8821-a7313cf7b02d_20250130T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Sorry, this is [PII]. I'm calling from the San Andres Club. I was hoping to speak with Ms. [PII]. She sent me an email.
[AGENT][NEUTRAL] OK, I can help you, sir, and [PII], can you please um give me again, are you with the group or are you an individual with the policy group?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, yes, no, I am, I am with a group, yes.
[AGENT][NEUTRAL] OK, what is your group number, sir?
[CUSTOMER][NEUTRAL] The group number is 16381.
[AGENT][POSITIVE] Thank you and then what is your callback number just in case our call is dropped I can call you back.
[CUSTOMER][NEUTRAL] Alright, let me give you the correct better number here is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold, [PII] so that I can contact Miss [PII] for you and see if she's available for the phone call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] I've got [PII] on the I've got [PII] ready to take your call. It's gonna be just a moment. I'm gonna transfer you on over to her.
[CUSTOMER][POSITIVE] Thanks. They have different employees.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] Mail bag just ask me this, but when I call her let's let's.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the other line for you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][POSITIVE] All right, thank you.