AccountId: 011433970860
ContactId: 8576257f-2c3f-4734-afa9-ae1a72c04f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230119 ms
Total Talk Time (AGENT): 99327 ms
Total Talk Time (CUSTOMER): 75516 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8576257f-2c3f-4734-afa9-ae1a72c04f47_20250409T13:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I have my mom here on the line. Um, we have some questions regarding the accident insurance and this is our first time, you know, just having to use it. Um, can you just please give us some guidance?
[AGENT][POSITIVE] I'm so sorry. So you said you have questions.
[AGENT][NEUTRAL] [PII], regarding the accident policy that your mother is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, yes, ma'am, um, I can help you now. Are you going to need a Spanish interpreter?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] This call came through on our Spanish line.
[CUSTOMER][NEUTRAL] Um, so she is here.
[CUSTOMER][NEUTRAL] Right, so she said that I was able to interpret it for her. My mom did give authorization for me to interpret it, but if we need a Spanish interpretator, that's fine. Either way, we, we just want some answers.
[AGENT][NEUTRAL] OK, so yes ma'am, so [PII], uh, first off, what is a good callback number for you and I can get you connected with someone because we will have to receive her verbal authorization to be able to speak to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So she is here with me. Um, is that OK?
[AGENT][NEGATIVE] Well, it is, I don't speak Spanish, so I won't be able to understand that she's giving us approval to speak to you.
[CUSTOMER][NEUTRAL] Right, so then some.
[AGENT][NEUTRAL] I will need to connect you with someone who can assist you.
[CUSTOMER][POSITIVE] Got it. OK. Yes. Um, a good phone number is [PII], yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm so sorry, [PII]. I, I just misunderstood you, and you need the policy number and then I can get you connected with someone.
[CUSTOMER][NEUTRAL] No, you're OK. Yeah.
[CUSTOMER][NEUTRAL] Um, so I don't know if I give the right policy number because the, the, the lady that I spoke with earlier, that, that was not the policy number. Um, I can give you her Social Security if that's OK.
[CUSTOMER][NEUTRAL] Um, or where do I find the policy number on the, um,
[AGENT][NEUTRAL] OK. Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, sorry, go ahead.
[AGENT][NEUTRAL] OK, just give, yes ma'am. It would be easier then to just give me her social so that I can look up her information.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And so if you would, um, what is your mother's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her last name?
[CUSTOMER][NEUTRAL] Yeah, her name is [PII].
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] OK, all right, thank you. And if you will give me just one moment, I will get you connected with someone who can further assist you. Before I do that, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you, ma'am.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, you're very welcome, [PII], and thank you for calling APL. I hope you have a wonderful day and give me just one moment please, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Deferring.