AccountId: 011433970860
ContactId: 7545a1c2-090f-44be-b7ff-92e39b62c4e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106389 ms
Total Talk Time (AGENT): 27212 ms
Total Talk Time (CUSTOMER): 75106 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7545a1c2-090f-44be-b7ff-92e39b62c4e1_20250128T22:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good today, [PII]. What's going on?
[CUSTOMER][NEGATIVE] Oh, [PII], trying to write another wrong. um, let me just get into this, yeah, it's minor it's somebody's birthday she wrote like chicken scratch on her on her application. I even called her or texted her and it's so wrong because I got the company saying that we need to correct it. Hold on, let me get, let me get uh.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Guys, guys, my wife's stocks are coming in. Oh my gosh, never easy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, just sit on the tax papers. Why don't you, Jesus, [PII]. What is her name? [PII]. Um, her policy number, tell me when you're ready.
[AGENT][NEUTRAL] Or what's the, do you have the group number first?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure, it's 26868.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So 26868. It's called Jeffcott the one team Metal Industries.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and we're looking for who?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], it's the first one.
[AGENT][NEUTRAL] Oh, OK. I see her. I have a date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK, all right, so you have [PII], right?
[AGENT][NEUTRAL] Yeah, that's what we've got.
[AGENT][NEUTRAL] Yep, that's what we've got.
[CUSTOMER][NEGATIVE] Oh, these people are morons. I don't, I'm not the health insurance broker, and she says you're trying to use her health insurance, not the gap. I don't do the health insurance. OK, all right, thanks, [PII]. I can't read anymore. Uh, that's what happens when I shut my computer off. All right, thanks. All right, bye. Alright, bye. Thanks, bye.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Have a good one. Bye.