AccountId: 011433970860
ContactId: 6d782c51-1b02-4ea8-a571-88465179d4c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513217 ms
Total Talk Time (AGENT): 149400 ms
Total Talk Time (CUSTOMER): 63460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6d782c51-1b02-4ea8-a571-88465179d4c5_20250324T15:15_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] Hi [PII], um, I recently got um some life insurance through my employer and I don't have any information on it at all, so I was trying to log in online as a new user and it won't, uh, it, it had me call y'all, so I'm just trying to.
[AGENT][POSITIVE] OK, well, I can definitely
[CUSTOMER][NEUTRAL] To figure out what this is all about.
[AGENT][NEUTRAL] OK, confirm the policy for you and then um also help you with the online service center. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. Hold on one moment. And Mr. [PII], I can search your policy with the social if you'd like.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold? I'm going to try with the name as well.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't know if it's lying to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Is down. Oh no.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I just came back to check on you because um my system just went down, but some of my co-workers are OK. So I'm gonna transfer you over to [PII]. I'm getting ready to let her know what you're looking for, so she can help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][NEUTRAL] I just didn't want you to think I forgot about you.
[CUSTOMER][POSITIVE] Yeah, no, no, no worries, I appreciate it.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK alright thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, sorry, it's me. I'm gonna call you on AWS with a patient. Hey, so, um, I only have the social and his first and last name. He said he signed up for life insurance, but hasn't received any documents and he's trying to sign up on the online service center, but it's telling him like that, no, no user found.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Um, social is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, let me get your number so I can.
[AGENT][NEUTRAL] Here it is
[AGENT][POSITIVE] Yes, OK, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, I'm gonna hang out with you and then I'm gonna call you on AWS and and transfer and I'm gonna restart I guess. OK.
[AGENT][NEUTRAL] No, stay in team's call. I'm gonna hang up on here and call you on your, it's gonna pop up and then just, OK, hold on. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thanks again for holding. So I just prepped [PII] on everything. She has everything pulled up. She has your policy and she's gonna help you with the online service center. Before I transfer you to [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] No, I'm good, thank you very much.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] It's still me. Hold on. I'm, I'm gonna um.
[CUSTOMER][NEUTRAL] Hi me.
[AGENT][NEUTRAL] I'm gonna introduce you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. All right. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I have [PII] on the line for you and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII], this is [PII] with the care team.