AccountId: 011433970860
ContactId: 886b6833-4bae-41d9-ab92-3d8793baefdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195809 ms
Total Talk Time (AGENT): 66486 ms
Total Talk Time (CUSTOMER): 35571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/886b6833-4bae-41d9-ab92-3d8793baefdc_20250130T21:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling for [PII] to see if she's available.
[AGENT][NEUTRAL] OK, she's in the customer service department. I can check and see if she's available. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a policy number that I can give to her, so, um.
[CUSTOMER][NEUTRAL] 2171067
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 67 and a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] 225247-5767
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me send her a message. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she's in a call. Um, let me go ahead and verify you while we wait on her. Um, may I have, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the email address that we have here on the system?
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she said that she's gonna be a while on that call. Can she call you back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me, let me uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Yes, I'm just gonna put the number now that's [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I went ahead and send that back to her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mm OK. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.