AccountId: 011433970860
ContactId: 4f15417c-603c-4b0d-9467-c420b8fc42af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207679 ms
Total Talk Time (AGENT): 68360 ms
Total Talk Time (CUSTOMER): 62300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/4f15417c-603c-4b0d-9467-c420b8fc42af_20250214T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm calling for Ms. [PII]. I think her name is [PII] or [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, problem is [PII], um.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEGATIVE] That's why I don't like the color.
[AGENT][NEUTRAL] You say it, say it one more time.
[CUSTOMER][NEUTRAL] Miss [PII], Miss [PII] like the color. Uh-huh.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, uh uh, I don't have it.
[AGENT][NEUTRAL] Uh, what's your first name?
[CUSTOMER][NEUTRAL] The one, the one is [PII] Last name [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment Mr. [PII].
[AGENT][NEUTRAL] OK. And which policy is in regards to?
[CUSTOMER][NEUTRAL] My short term disability.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII] or [PII].
[AGENT][NEUTRAL] OK, and I can uh assist you if you like. Um, are you needing claim status?
[CUSTOMER][NEUTRAL] I just need to talk to Miss [PII] because she called me back.
[AGENT][NEUTRAL] Oh, OK. Let me see if she's available. Give me one moment.
[CUSTOMER][NEUTRAL] She left a message. Yeah, she left a message on my voicemail. Mm.
[AGENT][NEUTRAL] OK, let me see if she is available give me one moment.
[CUSTOMER][NEUTRAL] Let's see if we can find.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That is [PII], that is [PII] has no voice now.
[CUSTOMER][NEUTRAL] My extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking to see if she's available. She could be at lunch. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, she is. Give me one moment, I'm gonna transfer you over to her. OK, Ms. [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Well, you have a great day and weekend.
[CUSTOMER][POSITIVE] Oh yeah, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't want this [PII]. I ain't got no crystal ball. Ah, hey, [PII], how are you doing?
[CUSTOMER][NEUTRAL] But hey, [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] I'm doing good. Uh, yeah, I had called and left a message. You can let me speak to her. I got a.
[AGENT][POSITIVE] OK, cool beans. All right, have a great weekend.
[CUSTOMER][NEUTRAL] You too. All right, bye bye.
[AGENT][NEUTRAL] Alright, bye.