AccountId: 011433970860
ContactId: 7c67218e-d78c-4411-bb46-8ed1e63b3712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261089 ms
Total Talk Time (AGENT): 103316 ms
Total Talk Time (CUSTOMER): 92579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/7c67218e-d78c-4411-bb46-8ed1e63b3712_20250110T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], is [PII] available?
[AGENT][NEUTRAL] Uh, I'll have to check for you, ma'am. Um, first, let me get a little information from you. Can I please get your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Oh [PII], you're gonna ask me that and I just got out of it. Uh, I have, I have an eye condition, so, uh, it's, it's actually changing to a new policy number. Uh, you don't mind holding, I've got to bring the email back up.
[AGENT][NEUTRAL] Yeah, that's fine. I'll hold for you or if you wanted to give me your social security number we can pull it in that way too.
[CUSTOMER][NEUTRAL] Yeah, let me do that. It's [PII].
[AGENT][NEUTRAL] OK, let me get that policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also we're going to need for you to verify your address and phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, address is [PII]. The number should still be the same, the [PII], and the email is [PII].
[AGENT][POSITIVE] OK, thank you so much Ms. [PII]. I appreciate you verifying that information for me. So what I need to do is I need to see if [PII] is available or if she's at lunch. I'm not sure it is lunch time now, so let me check real quick and see if she's able to get on the phone, and we'll put you on a brief hold while I check for you.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK. OK, thank you. You are on hold.
[AGENT][POSITIVE] You're welcome, ma'am.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So Miss [PII] is away from her desk right now, but what I'll do for you is I will send her an email and let her know that you called for her, and I will um put an email for her to call you back at the number that you verified with me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate that.
[AGENT][POSITIVE] It's not a problem at all. Is there anything else that I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, ma'am, I just wanted to talk to her because uh she, her and I have emailed back and forth. I wanted to, uh, some, I needed some clarification on some things and that's why I wanna talk to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright well I'll make sure I get that email straight to her then.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great weekend and thank you for calling APO.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye, ma'am.