AccountId: 011433970860
ContactId: 81479e0c-1de4-4e46-ba1a-e0aab697b190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248910 ms
Total Talk Time (AGENT): 86560 ms
Total Talk Time (CUSTOMER): 90874 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/81479e0c-1de4-4e46-ba1a-e0aab697b190_20250113T20:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I just spoke to someone from, from your office, but I don't remember her name.
[AGENT][NEUTRAL] OK, um, do you have the policy number? I can probably find out who it was.
[CUSTOMER][NEGATIVE] Oh no, I don't.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, may I
[AGENT][NEUTRAL] Mhm. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She needed to know my Gmail address and I found one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a [PII]?
[AGENT][NEUTRAL] [PII]? No. No, we don't have a [PII]. Mm mm. OK. It's OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Um, I don't remember her name. It's terrible.
[AGENT][NEUTRAL] It's OK. Let me see if I can find your policy with your name, OK? One moment.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm let me put the name together.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your mailing address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I did find uh the policy um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that what you have? I have, I've had, oh no, I've had several of them.
[AGENT][NEUTRAL] Mm, no, that's not, no, that's not that long.
[AGENT][NEUTRAL] Mm, OK, it's fine. No, it's fine. I understand it's OK. Um, let me just go ahead and um
[CUSTOMER][NEUTRAL] I'm old.
[AGENT][NEUTRAL] And how may I help you?
[CUSTOMER][NEUTRAL] She wanted my email address because she wanted to email me.
[CUSTOMER][NEUTRAL] A form so I could sign for my husband's death policy.
[AGENT][NEUTRAL] OK, all right, I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] I found an email, so I called back, but I don't know who we would talk, who are we talking to? You should have printed to it.
[CUSTOMER][NEUTRAL] Huh? You still had to print it.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Did you get it?
[AGENT][NEUTRAL] Mm, OK. Yeah, I'm going through the notes to see exactly what happened.
[CUSTOMER][POSITIVE] Oh don't worry about you got the email the thing.
[CUSTOMER][NEUTRAL] Oh, she emailed it to my son.
[AGENT][NEUTRAL] Oh, she did. OK. All right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Huh? Wait, it's not the right girl.
[AGENT][NEUTRAL] And it looks like it's just um some information that.
[CUSTOMER][POSITIVE] This is right. That's all right.
[AGENT][POSITIVE] OK, so it, so you got what you need. Uh is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good, you're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Wait, what it's just the phones that they talk to me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, because she called me long ago.
[CUSTOMER][NEUTRAL] Because I asked about the forms and I.
[CUSTOMER][NEGATIVE] You are on hold.