AccountId: 011433970860
ContactId: 753ed67e-eef5-47b9-b0e9-1a7f8c112717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399160 ms
Total Talk Time (AGENT): 194899 ms
Total Talk Time (CUSTOMER): 156167 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/753ed67e-eef5-47b9-b0e9-1a7f8c112717_20250429T18:27_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm gonna try to do this as simple as I can, um, I'm driving a tractor trailer down the road. I got a call from one of your agents, uh, she left an extension number [PII]. I believe her last name is [PII].
[AGENT][NEUTRAL] OK, so you're returning a call to someone here at APL is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes sir I can try and see who may have called you. uh, who am I speaking with?
[CUSTOMER][NEUTRAL] Again, I'm [PII].
[AGENT][NEUTRAL] [PII], if you said that initially, Mr. [PII], I did not hear you. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you know your policy number, Mr. [PII], with APL?
[CUSTOMER][NEGATIVE] No, I, no, no, no, no, no, I do not, no.
[AGENT][NEUTRAL] OK, what is your social so that I can look up your information and determine who may have called you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] OK, and which policy or do you currently have a claim that's we're working on for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII], I know you have a dozen questions to ask me. I really am, I, I really, I really can't answer your question. This may be a better time for me to call you guys when I get at home because she called me. I didn't call her, so I don't know what it's about. Her name is [PII], that's the last name. That's what she left. She left an extension, which is what I gave you. That's all I got.
[AGENT][NEUTRAL] Mhm. Yes, I do. Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me verify your information first, Mr. [PII], and look at this one policy to see if I can determine exactly who called you and to see if they're available that I could get you connected with them, OK?
[CUSTOMER][NEGATIVE] Yeah, because according to her the message, uh, it was a simple case of me calling the number, putting in the extension and I can't seem to get it, so maybe this is just the wrong way to go about it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Well, I think, I don't think that, yes, sir. I don't think that you can call in with a direct extension like that anymore, not when you call in on the [PII] number.
[CUSTOMER][NEUTRAL] I'm just saying I gotta.
[CUSTOMER][NEUTRAL] OK, this is a [PII] number and then it was and then she gave me the extension and that's what she did and so for some reason I couldn't get through.
[AGENT][NEUTRAL] I think that's, yeah.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I don't think you, I'm not sure, she may not be, I'm not sure. I don't want to speak as to why she did that. Um, so let me, give me just a minute.
[CUSTOMER][NEUTRAL] I don't know why she did
[CUSTOMER][NEUTRAL] Because what I'm trying, what I'm trying not to do right now, and I know I'm making this hard for you, I'm dri I'm driving a truck down the road.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Um, no, you're not.
[AGENT][NEUTRAL] OK, so can you just verbally verify your date of birth with me and your address and your phone number?
[CUSTOMER][NEUTRAL] I'm driving a truck down the road.
[CUSTOMER][NEUTRAL] And for
[CUSTOMER][NEUTRAL] 1024. I gave you my phone number already [PII]. My address is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so apparently you have a disability claim, is that correct?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, well, that is what I had asked you about before, but you said you didn't know. OK. So hold on for me just a second to see if the lady that called you is actually available at the moment. Give me just a second, Mr. [PII].
[AGENT][POSITIVE] Thank you for your patience, Mr. [PII] while I'm verifying that she is indeed available, OK? And if she is, I will certainly get you connected with her.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, so if you'll give me just a moment, Mr. [PII], I'm gonna get you connected with her. Is there anything else that I can help you with before I do that?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thank you. OK, well then, thank you for calling APL and I hope you have a very nice and safe afternoon.
[CUSTOMER][NEUTRAL] OK, let me, let me get, let me get up, uh, I have my com uh.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] He is
[AGENT][NEGATIVE] Mhm. He is rude.
[CUSTOMER][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] And he's
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Uh, he's rude and he, he wanted to know why you would leave an extension that he can't call and reach you.
[CUSTOMER][NEUTRAL] Oh well I.
[CUSTOMER][NEUTRAL] OK, well, all I can do is tell them what we can. Give me [PII]. Did you read my notes? OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I did, but he asked, he didn't even want to verify his information with me. He told me he was driving and he didn't, I mean, he, he's rude. He's so rude.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that, so that means he must be still working. That's what I was trying to make sure because he filed this claim too early, OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh, all right, [PII].
[CUSTOMER][NEUTRAL] You can let me speak to
[CUSTOMER][POSITIVE] I'm gonna try to be nice as I can. I, all I can do is say
[AGENT][NEUTRAL] Yeah, I about killed him with kindness too.
[CUSTOMER][NEUTRAL] Yes, sir. No, sir. OK. All right.
[AGENT][NEUTRAL] That's what I did and I did not give him a disclaimer cause I didn't verify any benefits. He wouldn't, but I did. He said, I, I'm driving. I said, well then, can you verbally verify this, this, this and this? Anyway, and then he just wanted to know why you would give him a phone number with an extension that he couldn't call and reach you. And I said, well, I don't believe that you can call those direct if you call the 800 number and you can't select that extension. It's going to come through the call center.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] OK, I'll tell him, I'll tell him, yeah, because I gave him the 87, I mean my 8, whatever it is.
[AGENT][NEUTRAL] Ah
[AGENT][NEGATIVE] Yeah, but it won't go to you. Yeah, that won't go to you. I don't know why.
[CUSTOMER][NEUTRAL] OK, I tell them they don't changed it. OK, they don't changed it and then when you call, you just have to ask for the person, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yup. OK, [PII]. Well, thank you, and here comes um Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Hello.