AccountId: 011433970860
ContactId: 680cf2e3-1e01-478d-b706-2ea174035881
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95910 ms
Total Talk Time (AGENT): 41884 ms
Total Talk Time (CUSTOMER): 39363 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/680cf2e3-1e01-478d-b706-2ea174035881_20250528T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Well, hey, [PII]. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I had a customer on the phone whose father passed away with a life policy and wanted to know what all to send in, but he has hung up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, well maybe they'll call back and we can give them information on what to send in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, or I can give you his phone number if you wanna call him back. It doesn't matter to me.
[AGENT][NEUTRAL] For the life policy.
[AGENT][NEUTRAL] Oh, I can call him back. Yes, what is his callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. His name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 152807.
[AGENT][NEUTRAL] OK, let me look up that policy before I call him.
[AGENT][NEUTRAL] And he was just wondering what he needed and.
[CUSTOMER][NEUTRAL] Right, and it's just.
[CUSTOMER][NEUTRAL] Just in for the, the life claim.
[AGENT][NEUTRAL] OK, so [PII] is the brother.
[AGENT][NEUTRAL] Uh, [PII], am I getting that right?
[CUSTOMER][NEUTRAL] The sun.
[AGENT][NEUTRAL] Is that correct? OK. All right, son, OK.
[CUSTOMER][POSITIVE] It's fun, fun.
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Alright thank you so much [PII] I'll give him a call back.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day, [PII].
[AGENT][POSITIVE] All right, thank you. Bye bye. You too, thanks. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.