AccountId: 011433970860
ContactId: 82f15d6f-43a5-4c00-9b2c-524a80ef0faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425440 ms
Total Talk Time (AGENT): 70024 ms
Total Talk Time (CUSTOMER): 47159 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/82f15d6f-43a5-4c00-9b2c-524a80ef0faa_20250612T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I had um called a little early inquiring about my um.
[CUSTOMER][NEUTRAL] The different policies that I have with your company and one of them, she said I had a rider on there and I was trying to get more information about that.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] And the number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it.
[CUSTOMER][NEUTRAL] I give myself to him.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] 438699-628
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, I'm just waiting for the policies to come up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think my system just went down. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. My our systems went down right in the middle of the call, um, so I do apologize for this inconvenience. May I call you back once our systems are up to let you to talk with you about the rider? OK. um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, that'll be
[CUSTOMER][POSITIVE] Yes ma'am, that'll be fine.
[AGENT][NEUTRAL] And may I call the [PII] number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so as soon as our systems come back up, I'll be giving you a call back so we can talk about the rider. Do you remember what policy it was on that had the rider?
[CUSTOMER][NEUTRAL] I think it was either the um hospital indemnity or the intensive care. I'm not sure.
[AGENT][POSITIVE] OK, I'll look at both um when it comes up. Alrighty. Well, thank you so much for understanding, Ms. [PII]. I'm so sorry for this inconvenience.
[CUSTOMER][POSITIVE] That's OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome and I'll be talking to you shortly, OK?
[CUSTOMER][NEUTRAL] Yes ma'am bye.
[AGENT][POSITIVE] Alright, thanks for calling APL.