AccountId: 011433970860
ContactId: 4f66d702-7f5a-4d6f-8c00-58f305d00a57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161300 ms
Total Talk Time (AGENT): 32409 ms
Total Talk Time (CUSTOMER): 20232 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4f66d702-7f5a-4d6f-8c00-58f305d00a57_20250306T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'd like to speak to [PII] please.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], is this a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you mind if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. So [PII] is on a call. Would you like for me to have her call you back or is there something I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, you might you could help me. I would just call it once I file a claim, how long does it take to respond?
[AGENT][NEUTRAL] Um, it's a 7 to 10 business day turnaround, um, from the day we received the claim.
[CUSTOMER][NEUTRAL] 07 to 10 days.
[CUSTOMER][POSITIVE] OK, dear, thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.