AccountId: 011433970860
ContactId: 55794ca0-e5fd-4b80-a317-23d42447fc16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405440 ms
Total Talk Time (AGENT): 71642 ms
Total Talk Time (CUSTOMER): 62353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/55794ca0-e5fd-4b80-a317-23d42447fc16_20250606T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, I'm trying to, um, trying to, to reach my agent. I, I'm not sure. I forget what his name is. I was wondering if, if, uh, you can, uh, locate him for me with my member number.
[AGENT][NEUTRAL] OK, uh, what is your name and policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Member number is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member number 02478158.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] And Mr. [PII], uh, verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your
[CUSTOMER][NEUTRAL] 70001.
[AGENT][NEUTRAL] OK, thank you, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, you may have to call UTBA um.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Because I show your policy term with us on [PII] of this year.
[AGENT][NEUTRAL] Oh wait, you do have other coverage. Give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As far as an agent, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, Mr. [PII], excuse me, thank you so much for holding. I was trying to get, um, see who you need to speak with, um, with your group, uh, you need to speak to UTBA and I can give you their phone number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] Uh, yes, sir. You're welcome. Uh, you're welcome. Thank you for calling APL. Have a great weekend. Bye.
[CUSTOMER][NEUTRAL] They flew
[CUSTOMER][POSITIVE] We appreciate it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.