AccountId: 011433970860
ContactId: 5a2517f2-5d6f-4827-bd14-f2b73bffa12f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219500 ms
Total Talk Time (AGENT): 98827 ms
Total Talk Time (CUSTOMER): 74092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5a2517f2-5d6f-4827-bd14-f2b73bffa12f_20250221T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I had a message from I think it was memory.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I tell, give her your name and policy number?
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Um yeah, well, um my name is [PII], but the policy is for [PII] is his middle initial and [PII]
[CUSTOMER][NEUTRAL] And he is uh [PII] the 2nd.
[CUSTOMER][NEUTRAL] And his policy number is 00453831.
[AGENT][NEUTRAL] Alright, thank you. Give me just a moment. Let me see if memories are available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And memory is actually at lunch.
[AGENT][NEUTRAL] If you like, I can place you through to her voicemail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she can call you back.
[AGENT][NEUTRAL] Or is there anything I can help you with?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Well, she didn't say why she was calling so I, I really don't know what to tell you.
[AGENT][NEUTRAL] OK, let me pull the policy up real quick to see if there's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's check some notes here real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I sent a check a while back for uh this next year but it wasn't due till [PII], but I just wondered if that was why she was calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] number of files requested.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And OK, so are you gonna be the power have power of attorney?
[CUSTOMER][POSITIVE] I do have his power of attorney, yes ma'am.
[AGENT][NEUTRAL] You uh.
[AGENT][NEUTRAL] OK, alright, so I'm not sure what she's needing. There's no notes in here just see where she has, uh.
[AGENT][NEUTRAL] You know, discuss this with you.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] A great fun numbers corresponds to the BLA.
[AGENT][NEUTRAL] OK, OK, I know she's waiting for the POA to be approved. She has to go to our legal department, but let me get memory's number because I'm not sure it doesn't state why she called you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can transfer you through to her.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So Ms. [PII], I'm gonna transfer you through to um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The memories, uh, her voicemail, yes, ma'am.
[CUSTOMER][NEUTRAL] Her voicemail?
[AGENT][NEUTRAL] So give me just one moment, please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you and thank you for calling APL. I'm sure remember to get back with you just as soon as she can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One, yes, ma'am. One moment, please.