AccountId: 011433970860
ContactId: 64b9ef23-5f5b-4c97-80b4-2bf83e8a4c3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316820 ms
Total Talk Time (AGENT): 105446 ms
Total Talk Time (CUSTOMER): 51200 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/64b9ef23-5f5b-4c97-80b4-2bf83e8a4c3b_20250328T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to reach [PII] please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII]. I am returning her call.
[AGENT][NEUTRAL] OK. All right, Miss [PII]. And do you have a policy with us?
[CUSTOMER][NEUTRAL] I do. It is 255-070-4.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold um I'm gonna pull up your policy. Well, it's not gonna be a hold, it's gonna be a just a brief moment so I can verify your policy real quick before I try to find Ms. [PII]. Can you please give me your.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] Phone number should be the same [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Just your email address please.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. I
[CUSTOMER][NEUTRAL] And if it is not under that, it
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] I appreciate you.
[CUSTOMER][NEUTRAL] And just making sure because it might have been under my husband.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm gonna um put you on hold real quick. I'm gonna IM Ms. [PII] and see if she's available for the call, so it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] Ms. [PII], I do see that [PII] is on a phone call right now, um, so she's not able to respond to me at the moment because she has um a client on the phone at the moment. Did you want me to send her an email and have her return your oh wait she just hung up hold on, maybe she's gonna write me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I hope she does. She's looking. I got an eyeball.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, she said yes. OK, so I'm gonna put you on a quick hold while I transfer you on over to Miss [PII].
[CUSTOMER][POSITIVE] Excell
[CUSTOMER][POSITIVE] Thank you very much I appreciate it.
[AGENT][POSITIVE] You're very welcome. You have a wonderful weekend.
[AGENT][POSITIVE] Thank you for calling ATL. Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Excuse me, goodness.
[AGENT][NEUTRAL] Ms. [PII], are you there?
[AGENT][NEUTRAL] Miss [PII], we're having a hard time connecting to Miss [PII] so she said that she's just gonna um if we hang up she'll call you right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thank you. Bye bye.