AccountId: 011433970860
ContactId: 7aff5c9c-4d70-4ec1-8317-df9d30c7fc97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304700 ms
Total Talk Time (AGENT): 48288 ms
Total Talk Time (CUSTOMER): 54665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7aff5c9c-4d70-4ec1-8317-df9d30c7fc97_20250530T18:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to speak to [PII]. [PII] gave me a call today. Wanted to know something about a copy that I've already sent. Uh, I'm not sure if she doesn't have it or if she wants to make another one. I don't know. I need to talk to [PII].
[AGENT][NEUTRAL] OK, well, I can um try to locate [PII] for you. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Alright Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, my uh.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My policy number is 457182.
[AGENT][NEUTRAL] I'm sorry, can you repeat the policy number for me, please?
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 82.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Oh, I see who it is here. Do you mind if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have um [PII]. I just reached her, so I'm getting ready to transfer you to her now, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL before I transfer you, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Mm, no, that's it. She's calling me, so I don't really know what you need. Thank you.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling AP [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, this is her.
[AGENT][POSITIVE] Thank you. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] How are they doing? This is [PII].