AccountId: 011433970860
ContactId: 73cd7b2c-277c-439f-88ba-0c2d35c5156d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205839 ms
Total Talk Time (AGENT): 42968 ms
Total Talk Time (CUSTOMER): 90540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/73cd7b2c-277c-439f-88ba-0c2d35c5156d_20250303T19:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. Uh, I was talking with Ms. [PII]. I don't know her last name, but I don't know something is wrong with the, something happened with the cold and
[CUSTOMER][NEUTRAL] There there's any way to transfer me to her please?
[AGENT][NEUTRAL] Um, do you have a last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My, my, my last name or her last name?
[AGENT][NEUTRAL] Her last name.
[CUSTOMER][NEUTRAL] No, I don't have her last name.
[AGENT][NEUTRAL] Um, what's your account? Let me see if I can pull up your information so I can see if she left a note on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Is that 028, I mean, 0208.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] Hold on, it's because I'm driving. I can see that. Hold on, let me.
[AGENT][NEUTRAL] I mean, I can just use your social.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] OK, no, let me give you the policy number. It's 0208.
[CUSTOMER][NEUTRAL] 8241
[CUSTOMER][NEUTRAL] And I said, mom,
[CUSTOMER][NEUTRAL] L as in Lauda 7.
[AGENT][NEUTRAL] And your date of birth and email address?
[CUSTOMER][NEUTRAL] [PII]. My mail address is [PII].
[AGENT][NEUTRAL] OK. Um, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, now I, I would have to um send her. I don't have a way to transfer you to her. um I would have to email her to give you a call back.
[CUSTOMER][NEUTRAL] OK, OK, thank you. Yeah, because we were talking, number is [PII].
[AGENT][NEUTRAL] Um, what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I've sent that um over to her. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's it. The thing is because it's the connection that now.
[CUSTOMER][NEUTRAL] OK, she was telling me something at the moment the, the, the whole, uh, I don't know what happened. OK.
[CUSTOMER][POSITIVE] Just that, thank you.
[AGENT][POSITIVE] OK, well thank you for choosing.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] APL, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's that's good. Thank you. Have a good day.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.