AccountId: 011433970860
ContactId: 4d94bb38-a83c-4243-b4a9-aca29bf0d8fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144100 ms
Total Talk Time (AGENT): 52739 ms
Total Talk Time (CUSTOMER): 71949 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/4d94bb38-a83c-4243-b4a9-aca29bf0d8fa_20250221T20:38_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hello [PII], I'm so sorry. I was literally just on the phone with somebody else. He got cut off. They tried to call me back and I accidentally hanged up on them. Now, I'm calling back and maybe I have to go through the whole process again of explaining what's going on. I'm, I'm, and I give up. I can't really give up on that now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on for you. Do you know who you were speaking with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I actually forgot the name and the person was so nice to me, to be honest. I'm so upset.
[AGENT][NEUTRAL] OK, well, let me see if I can figure out who that was and I'll get you back to him. What is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02450168.
[AGENT][NEUTRAL] And if you don't mind verifying your name and date of birth, I'm not gonna make you verify everything else because I'm sure she did.
[CUSTOMER][NEUTRAL] That's on [PII]'s and on [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, I was.
[AGENT][NEUTRAL] Let me see if this is her.
[CUSTOMER][NEUTRAL] I think she's calling me back, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it looks like he was probably speaking to another uh representative. Oh, so hold on.
[CUSTOMER][POSITIVE] It's funny.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Why do I.
[AGENT][NEUTRAL] This is [PII]. Yeah.
[CUSTOMER][NEUTRAL] Oh, that's [PII] on the phone.
[AGENT][NEUTRAL] You got everybody, Mr. [PII].
[CUSTOMER][NEUTRAL] I don't know which one to hang up now, to be honest, it's both the same numbers.
[AGENT][NEUTRAL] No, I take
[AGENT][POSITIVE] I tell you what I'll do since [PII] has been helping you and she knows exactly what's going on. I'll just, I'll leave the call. How about that?
[CUSTOMER][POSITIVE] Thank you, thank you, thank you.
[AGENT][POSITIVE] Sure. I hope you have a great afternoon. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hey, and how's that for service, right?
[CUSTOMER][POSITIVE] I know, right? You guys are the best, like, for real. You wouldn't even know I gotta leave a some comment on this website some reason, trust me.
[AGENT][POSITIVE] You take care, Mr. [PII]. Have a great afternoon. Bye-bye.
[CUSTOMER][POSITIVE] You too bye bye. It's pretty funny. Mhm.