AccountId: 011433970860
ContactId: 64859f07-0975-47c0-b0ec-971b3ededb48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214860 ms
Total Talk Time (AGENT): 59876 ms
Total Talk Time (CUSTOMER): 39775 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/64859f07-0975-47c0-b0ec-971b3ededb48_20250312T15:55_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] Excuse me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I got an email from [PII] yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, in customer service about, uh, portable port portable application for my policy, I request to support my coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is she available?
[AGENT][NEUTRAL] Um, let me see if [PII] is available. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], is this a good contact number to reach you on in case we're disconnected, the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] To
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] OK, hell [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thanks for holding. I've reached um [PII] and I'm gonna go ahead and transfer you over to her now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, well, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, do you have the policy number real quick?
[AGENT][NEGATIVE] She, she won't give me, she just wants to talk to you.
[CUSTOMER][NEUTRAL] Didn't give it? OK.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] I tried though, but she gave me the phone number.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] My phone's sticking. Oh my gosh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh my gosh, it won't click over. Oh. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line for you. She'll assist you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good morning, Miss [PII]. This is.