AccountId: 011433970860
ContactId: 85a83c6c-1e5a-43bc-b50a-ca6208177da9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164839 ms
Total Talk Time (AGENT): 69961 ms
Total Talk Time (CUSTOMER): 50727 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/85a83c6c-1e5a-43bc-b50a-ca6208177da9_20250129T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I speak with [PII]?
[AGENT][NEUTRAL] Uh, you can. May I ask who's calling, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. OK, Mr. [PII], do you have a policy with us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] Yes, I do, um.
[CUSTOMER][NEUTRAL] 2171067
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me pull up your policy real quick and get it verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII].
[AGENT][POSITIVE] OK, thank you Ms. Trust. I appreciate you.
[AGENT][NEUTRAL] Verifying your policy for me. I'm gonna put you on hold. I'm gonna see if [PII] is available.
[AGENT][NEUTRAL] Um, is she expecting your call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, yes, we've been communicating for the last 2 weeks concerning some.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Things going on with my policy.
[AGENT][NEUTRAL] OK, OK, I'll let her know you're on the phone. I'm gonna put you on hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Mm. You are on hold.
[AGENT][POSITIVE] Thank you so much. You're welcome.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi [PII] is away from her desk right now. I can send her an email and let her know that you have called and ask her to return your call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.