AccountId: 011433970860
ContactId: 62962656-69c3-4724-b482-7223219f6fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253190 ms
Total Talk Time (AGENT): 138629 ms
Total Talk Time (CUSTOMER): 82058 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/62962656-69c3-4724-b482-7223219f6fc8_20250523T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from the care team.
[CUSTOMER][NEUTRAL] I have an [PII] on the line. He said he had a voicemail from [PII], um, and he was returning her call, uh, and I'm looking at it's for his short term disability, and he said the last thing he was told they're waiting on a doctor's note and I saw that in CL in in Lion, um, but I don't know why she called him if there's a specific reason. He notes just said that she called him back.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you try reaching [PII]?
[CUSTOMER][NEUTRAL] Uh, she's gone for the day.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I actually see her in the queue still um.
[CUSTOMER][NEUTRAL] Oh, OK. I, I'm new to transferring to a specific person.
[AGENT][NEUTRAL] Looks like she's on it, yeah.
[AGENT][NEUTRAL] OK, because it looks like she's on another call, um, perhaps you can just um send a message to her and, and let her know the insured called and is waiting for a call back if she wasn't specific on the note. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 259-799-94.
[AGENT][NEUTRAL] Yeah she just said she left contact uh information for a return call so I would maybe send her uh an a message in teams just let the customer know that she's on another call so you can't transfer him but you can send a message and let her know that um he has called back and uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Send him the phone number, send her the phone number because I don't, I'm not sure what to tell him I'm not sure what information she has for him and she wasn't specific in her notes. I can't really help him, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, but that would be.
[CUSTOMER][NEUTRAL] Yeah and I I just don't know how to transfer to to.
[CUSTOMER][NEUTRAL] To keep specific people yet.
[AGENT][NEUTRAL] To voicemail?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I don't know how to transfer to specific people yet. Do I go by their team's phone number?
[AGENT][NEUTRAL] Yeah it looks like uh well you could if you're not sure how to transfer them I don't wanna tell you because I don't want you to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK I just sent her something.
[AGENT][NEUTRAL] And then if you wanna transfer him to me and I can tell him and then I'll transfer him to [PII]'s voicemail.
[AGENT][NEUTRAL] Um, or he can just wait for a call back. I mean, that's the option I think. I think that would be the best option and just specifically because it looks like the call she's on, she's been on it for a while, so I'm not sure how long she's gonna be tied up and rather than send them to voicemail, I would just go ahead and do you have her number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if it's the team's number.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] yeah because she said she left him her the contact information so I guess probably the best thing is just take his best callback number, send [PII] a message through Teams and just let her know that he called back and give her his callback number and just let the customer know that you've sent a message to her that she is on another call at this time so you don't wanna send the voicemail so just go ahead and and send her a message and ask her to return his call when she's available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for helping me with that.
[AGENT][NEUTRAL] No problem [PII], sorry, I wish I could be more helpful.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, you're OK. Oh, she's typing right now. So, all right. Thank you. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh good. Oh good.
[AGENT][POSITIVE] You're welcome [PII], have a nice evening.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Bye thank you bye bye.