AccountId: 011433970860
ContactId: 890339c3-ff2b-4acb-b222-ff14a6cfdd00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258298 ms
Total Talk Time (AGENT): 105690 ms
Total Talk Time (CUSTOMER): 48983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/890339c3-ff2b-4acb-b222-ff14a6cfdd00_20250519T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Can you pass me to Misty V please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, uh, can I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII], are are you calling on behalf of the group?
[CUSTOMER][NEUTRAL] No, I'm calling on behalf of a claim.
[AGENT][NEUTRAL] OK, a client. alright, and do you have your policy number? I can get all that pulled up for [PII].
[CUSTOMER][NEUTRAL] She should have it all. I've already talked with her several times.
[AGENT][NEUTRAL] All right, uh, what about a callback number I can give [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a moment. I'm sorry?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That's alright. What's, uh, uh, is there a fax number for her?
[AGENT][NEUTRAL] Um, I don't know if she has one directly. Our claims department does have a fax number that I can look that up for you.
[CUSTOMER][NEUTRAL] Please
[AGENT][POSITIVE] Yeah, no problem. Give me just a second.
[CUSTOMER][NEUTRAL] I also need to speak with her, but.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Should be care team I guess.
[AGENT][NEUTRAL] Well that is um.
[AGENT][NEUTRAL] Let's see, claims claims claims. OK, I've got the claim fax number. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. It is 1866. I'm so sorry, 1877.
[CUSTOMER][NEUTRAL] 186
[CUSTOMER][NEUTRAL] 1877
[AGENT][NEUTRAL] Yes, sir. 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, give me just a moment, uh, Mr. [PII], let me, uh, see if I can get Ms. [PII] on the line for you, OK.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] She is going to.
[AGENT][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I do apologize. It looks like [PII] has gone to lunch. Uh, I can send her a message to call you back when she gets back.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Please do.
[AGENT][NEUTRAL] Oh, and you said your last name is [PII]?
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright Mr. [PII] I've got your name and your phone number and I'm gonna send her a message and tell her that you called and would like to speak with her.
[CUSTOMER][POSITIVE] Very good, thank you, ma'am.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I'm gonna just tell her how I'm sending all this in and make sure she has it.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right. All right, Mr. [PII]. Well, if you need anything else, just give us a call back and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.