AccountId: 011433970860
ContactId: 4d38aafc-dc1d-4f88-8b6f-87b242a4acdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197039 ms
Total Talk Time (AGENT): 79550 ms
Total Talk Time (CUSTOMER): 52734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4d38aafc-dc1d-4f88-8b6f-87b242a4acdf_20250117T17:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was calling to speak to um [PII].
[AGENT][NEUTRAL] [PII] and um.
[AGENT][NEUTRAL] Can I get your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And Ms. [PII], can you spell your first name for me? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate that. And is this in regards to um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To a policy with us or anything like that?
[CUSTOMER][NEUTRAL] Yes, it's regarding my policy um that was paid out by Web CPA in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind, do you have that policy number handy that I could pull up and at least get verified for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And I actually, I show [PII] is available right now. Um, let me go ahead and start that transfer real quick and we'll see if we can find your policy number in the meantime. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I'm gonna put you on a quick hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with the care team. So I have Ms. [PII] on the line, and I'm not, I'm we're trying to find her policy information. I was searching with her name and I hadn't been able to find anything, but she said she's calling about a policy that was canceled with web TPA.
[AGENT][NEUTRAL] I think she said back in [PII].
[CUSTOMER][NEUTRAL] But you can't find anything in her name and she has to speak to me.
[AGENT][NEUTRAL] Yeah, she gave me your first and last name.
[CUSTOMER][NEUTRAL] I don't remember speaking to anyone lately um.
[CUSTOMER][NEUTRAL] Universal trucking is initially what what TPA is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, send it to me. I'll see if I can find something. Thank you.
[AGENT][POSITIVE] Yeah, my pleasure, sir.
[CUSTOMER][NEUTRAL] Do you have her call back.
[AGENT][NEUTRAL] Yeah, I have the number just that she called from, but I didn't get, I, I honestly, I didn't, I thought it might take you longer to reach back out to me, so I reached out to you real quick in the conversation.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, you can send her thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Good morning this is [PII] in the customer service department how are you doing?