AccountId: 011433970860
ContactId: 4f06e1c9-cb49-443b-8ebe-ad03a3b7a44e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57569 ms
Total Talk Time (AGENT): 24088 ms
Total Talk Time (CUSTOMER): 34949 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4f06e1c9-cb49-443b-8ebe-ad03a3b7a44e_20250211T23:32_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you. Hey, I have an insured on the line and she called like 30 minutes ago, spoke to somebody in customer service about um getting an email for like portability. Do you know, does that takes time to get over to them or is it pretty immediate?
[AGENT][NEUTRAL] Um, well, once I get it typed up and everything, I can get it to her. I just haven't done it yet.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Is it for?
[AGENT][NEUTRAL] On policy 253-277-77.
[CUSTOMER][NEUTRAL] Yeah, that's her.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes. Um, tell her, tell her I will get it done in just a few minutes.
[CUSTOMER][NEUTRAL] OK. I'll just let.
[CUSTOMER][POSITIVE] OK, I'll let her know that you're working on it and it's coming, no worries, thank you.
[AGENT][POSITIVE] All right, thank you. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Um, bye-bye. You too.