AccountId: 011433970860
ContactId: 8704cbc1-613e-4c0e-972e-2e3d683bfa20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171380 ms
Total Talk Time (AGENT): 46366 ms
Total Talk Time (CUSTOMER): 55408 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8704cbc1-613e-4c0e-972e-2e3d683bfa20_20250610T20:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just had a missed call from someone named [PII], and she gave me this number to call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me see if I can get [PII] for you, but may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and a good call back number is [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And may I have your policy number just in case she asks to reference it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] If I can find that quickly.
[CUSTOMER][NEUTRAL] Um, I don't have my policy number, but I have the claim number ready.
[AGENT][NEUTRAL] OK, and what's the claim number?
[CUSTOMER][NEUTRAL] Um, the claim number is 3571738.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] OK, so I just reached her and I'm getting ready to transfer you over before I transfer you to [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Did you need anything from me before I transfer her over?
[CUSTOMER][POSITIVE] No, no, I had just left her a message to call me before I left. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. Have a good day. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, thanks so much for holding. I have [PII] on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am