AccountId: 011433970860
ContactId: 51ff5de9-3e30-46ee-aa52-a61bbac5f915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341880 ms
Total Talk Time (AGENT): 128604 ms
Total Talk Time (CUSTOMER): 75983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/51ff5de9-3e30-46ee-aa52-a61bbac5f915_20250324T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], is [PII] available?
[AGENT][NEUTRAL] OK, I can check to see if [PII]'s available for you, sir. Um, first, I'll need to uh get your name and your policy number so I can let her know who's on the phone.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my policy number is 2521406.
[AGENT][NEUTRAL] OK, [PII], let me look up your policy real quick.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You're very welcome. And for security reasons, sir, I'll need to verify your policy before I can um contact contact Miss [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And may I get your address, the phone number and email address, sir, that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, my address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your cell phone number that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] We have two phone numbers [PII] or [PII].
[AGENT][NEUTRAL] OK, I have the [PII] number. Is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's the, yeah, that's, that's my wife's phone number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] That's the better number.
[AGENT][NEUTRAL] Alright, so I'm gonna put you on a quick hold [PII] while I um.
[AGENT][NEUTRAL] Instant message Ms. [PII] and see if she's able to take your call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], just want to let you know I haven't forgot about you. I'm waiting for a reply back from her to see if she's able to take your call, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hey, hey, since you have my policy pulled up, can you tell me if it's uh.
[CUSTOMER][NEUTRAL] What's the status of my, my claim?
[AGENT][NEUTRAL] Looking at um the last claim that was sent in.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Your call
[CUSTOMER][NEUTRAL] Hello, I thought I lost you.
[AGENT][NEUTRAL] No, I'm here, sir.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I did look, OK, I did look at your claim and your claim is in progress and [PII] wrote back and said that she is able to take your call.
[CUSTOMER][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold while I transfer you on over to [PII]. Uh, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, [PII], you've been wonderful. Thank you so much.
[AGENT][POSITIVE] Well, thank you, sir. You take care and you have a wonderful day and thanks for calling APL. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey, the phone's cut out, [PII].
[AGENT][NEUTRAL] Hear me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, can you hear me?
[CUSTOMER][NEUTRAL] I can now.
[AGENT][POSITIVE] Oh, thank God. OK, so I've got [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't know what's going on.
[AGENT][NEGATIVE] Uh, I got a new Starlink and I'm not very happy with it right now.
[AGENT][NEGATIVE] I got it so this wouldn't happen. Yeah, I got it so it wouldn't happen and it's just crazy. Spent over $1000 to get this thing on this weekend and yeah.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah I have Starlink too.
[AGENT][NEUTRAL] And the um the.
[AGENT][NEUTRAL] Are you?
[AGENT][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Hey, there you are.
[AGENT][NEUTRAL] OK, alright, I'm transferring him over now. Bye-bye.
[CUSTOMER][NEUTRAL] OK.