AccountId: 011433970860
ContactId: 67d7ff06-33a6-4445-a5d1-88b968a83f48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247119 ms
Total Talk Time (AGENT): 62370 ms
Total Talk Time (CUSTOMER): 69575 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/67d7ff06-33a6-4445-a5d1-88b968a83f48_20250528T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling for my attorney [PII]'s office. How are you?
[AGENT][NEUTRAL] I'm fine and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] I'm calling to get um um a final lien amount on our client [PII]. I can give you a um ID number or policy number.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 02584774.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and you're calling from where again?
[CUSTOMER][NEUTRAL] Attorney [PII]
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Attorney at Law PA.
[AGENT][NEUTRAL] And you say you're inquiring about a lien?
[CUSTOMER][NEUTRAL] Yes ma'am, um, our, we represent, um, [PII], um, in [PII] for personal injuries and his case is settled, so we're trying to get a final lien, um.
[CUSTOMER][NEUTRAL] So we can um see what was paid.
[AGENT][NEUTRAL] Uh, let me see who you had to speak with. Give me one moment.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, uh, let me see if this examiner's available. Hold on one moment please.
[CUSTOMER][POSITIVE] Alright perfect yeah of course.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, Ms. [PII], I, I apologize. The person that'll be able to assist you looks like she stepped away from her desk. Um, do you, you say your callback number is [PII]?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I can send her an email asking her to give you a call back as soon as possible.
[CUSTOMER][POSITIVE] Yeah perfect and what is her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] OK and OK perfect.
[CUSTOMER][POSITIVE] Hey awesome and yeah um she could give us a call back just so we can get that information from her.
[AGENT][POSITIVE] OK. Uh, yes, ma'am. I was in this off too, so hopefully she'll call back soon because I do show she's in.
[CUSTOMER][POSITIVE] OK, perfect. OK and then um alright awesome well we'll be looking for out for that call.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.