AccountId: 011433970860
ContactId: 60084b7c-69ce-4e12-a36a-da9cea3da9d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113940 ms
Total Talk Time (AGENT): 25769 ms
Total Talk Time (CUSTOMER): 42921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/60084b7c-69ce-4e12-a36a-da9cea3da9d4_20250107T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I need to check on a wire transfer that was initiated by uh my employer.
[AGENT][NEUTRAL] A wire transfer as in like your premium payment?
[CUSTOMER][NEUTRAL] Uh, you, am I calling the wrong number?
[AGENT][NEUTRAL] This isn't, I don't know, so this is an insurance company, what do you mean by a wire transfer, like?
[CUSTOMER][NEUTRAL] Hold on just a sec. Uh, so,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I got an automated email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and the how it go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, well now I can't pull up the whole damn email. Hold on a second. I'm sorry.
[AGENT][POSITIVE] Oh, take your time. You're fine.
[CUSTOMER][NEUTRAL] So uh.
[CUSTOMER][NEUTRAL] So you're an in your insurance, is that what you said?
[AGENT][NEUTRAL] Yes, sir, this, uh, this is American Public Life.
[CUSTOMER][NEUTRAL] Yeah, I mean, I've got, I have an account with you guys, so uh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, let me, I may have the wrong number to call about this. I'm sorry.
[AGENT][NEUTRAL] You sure? OK. Well, if you need us, give us a call.
[CUSTOMER][NEUTRAL] Yeah, I think, I think so.
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright you too bye.