AccountId: 011433970860
ContactId: 9098e4ff-a5be-4068-a26a-6d959bd6ad85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181240 ms
Total Talk Time (AGENT): 90854 ms
Total Talk Time (CUSTOMER): 34178 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9098e4ff-a5be-4068-a26a-6d959bd6ad85_20250210T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I am returning memories phone call.
[AGENT][NEUTRAL] OK, Miss, and you said your last name is, is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms [PII], and you're returning a call to memory.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and what is a good callback number for you just in case we were to be disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, again, that was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, Ms. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEGATIVE] I do not. I, I do not have it with me.
[AGENT][NEUTRAL] OK, so just if she left you a message specifically to call her Miss so she should have um have that. So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm saying making sure she's available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience while I'm checking.
[CUSTOMER][NEUTRAL] Listen.
[AGENT][POSITIVE] OK, so yes, ma'am. She, um, I'm going to get you connected with memory. She is available. So is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, Ms [PII]. Well, thank you so much for calling APL and I hope that you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. So one moment, please.
[CUSTOMER][NEUTRAL] Hey, APL. This is ER in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. So, Miss, hey, so Miss [PII] said she was, she specifically asked for you, said she was returning a call to you and she said that she did not have her policy number.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, I was assuming since she was returning a call to you that you would have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome. Are you ready for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Thanks, [PII]. Have a great uh rest of your day if I don't talk to you again.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.