AccountId: 011433970860
ContactId: 8f88933c-648d-472e-9aa5-df736612d18b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589900 ms
Total Talk Time (AGENT): 119767 ms
Total Talk Time (CUSTOMER): 120782 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/8f88933c-648d-472e-9aa5-df736612d18b_20250130T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was with the um claims department and I got cut off, so I was calling back.
[AGENT][NEUTRAL] OK, I can get you back to claims. Um, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] Where did that go?
[CUSTOMER][NEUTRAL] 001423563
[AGENT][NEUTRAL] Thank you. Hold on one moment. Let me see if they put some, do you remember the name of the person you were speaking with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Hold on one second, let me see if they put some notes in here. If not, I can um try to track it down another way.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I see who it is. Um, Ms. [PII], do you mind if I place you on just a brief hold? I'm just gonna reach out to the claims representative. Um, I'm trying to get.
[CUSTOMER][POSITIVE] Sure, not a problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna go to claims.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, uh,
[AGENT][NEUTRAL] OK, so I'm gonna.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I just got in touch with [PII] and I'm getting ready to transfer the call over and that's who you spoke with. Before I transfer you, was there anything else I could assist you with?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear that, but it sounds muffled.
[AGENT][NEUTRAL] Oh, can you hear me now?
[CUSTOMER][NEGATIVE] No, it's, it's just so muffled. I can barely hear you.
[AGENT][NEUTRAL] Really? um.
[AGENT][NEUTRAL] Is this any better?
[CUSTOMER][NEUTRAL] Is a call keep going in and out.
[AGENT][NEUTRAL] OK, I'm gonna transfer you to [PII], that's the representative you were speaking with. Um, I just got in contact with her before I transfer you, was there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] All right, well, thank you for calling APL. Hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] OK, good, can you hear me?
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] OK, because she said it was sounding weird, so I was just making sure.
[CUSTOMER][NEUTRAL] Cause we on teams. It's, cause we're over teams. I'm not sure what, I don't know if it, when a customer is on the teams, I'm not sure how it works. So I don't know.
[AGENT][NEUTRAL] Wait a minute, this is calling your teams? I'm on Amazon.
[CUSTOMER][NEUTRAL] Mhm. It's calling my teams. Yup, it's calling me. Did, did you call my direct number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah that's probably why I came to Teams. You might, um, I'm gonna take myself out of Teams call cause that's why I put myself in Teams call cause it was through Teams, but see if you can call, cause I don't want her to keep holding on and act like her to feel like we're not trying to help her. See if you can call the Mein link, the Metlink queue, and then if I don't answer it, somebody else can, I guess they could transfer the call or
[CUSTOMER][NEUTRAL] Could you, I don't know if you can.
[CUSTOMER][NEUTRAL] Like in Teams, could you transfer the call back to me in Teams on my number?
[AGENT][NEUTRAL] Well, yeah, I can transfer to you, but I'm not in Teams. I don't know why it came up on Teams, but they don't let me transfer her to you.
[CUSTOMER][NEUTRAL] Yeah, it, it, it's in teams, so you could transfer to see how the call is gonna go, but I've never, I don't know.
[AGENT][NEUTRAL] You wanna try? OK.
[AGENT][NEUTRAL] Well, let's see, I'm gonna just stay on the line till I hear you till I know you're connected.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Um, it's 142-356-3.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, I'm gonna stay on the line until I hear you and her together.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you again for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello [PII], yes.