AccountId: 011433970860
ContactId: 6c28dafd-8d84-4466-aebe-c6e2e47d9140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199550 ms
Total Talk Time (AGENT): 40084 ms
Total Talk Time (CUSTOMER): 73524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6c28dafd-8d84-4466-aebe-c6e2e47d9140_20250116T21:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is Shylo. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, um, I'm calling actually I spoke to someone last week. Uh, I'm calling to get back to them, basically, um, my name was [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] About the same, um, 255-2435.
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Thank you, and your callback number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're calling about a claim for yourself Debo.
[CUSTOMER][NEUTRAL] No, it's for someone on also on my insurance, um, sorry Fleming.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Do you know that, do you have a claim number or the date of service that you were inquiring about we spoke with [PII].
[CUSTOMER][NEUTRAL] No, I'm, no, I already, I was about to submit a claim, um, but online wasn't letting me and the lady, she walked me through it the last time, um, I was trying to get back to her if it was possible. Her name was [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK, I, I believe she's the manager maybe. I'm not sure, but her name was [PII].
[AGENT][NEUTRAL] No, she's just a claims adjuster just as, just like myself, but hold one moment, let me see if she's available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, [PII] is not available at the moment. It looks like she's out. Would you like for me to transfer you to her voicemail?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.