AccountId: 011433970860
ContactId: 9171fb71-8a4f-4dc6-9c02-25e16b5ca5e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504290 ms
Total Talk Time (AGENT): 151561 ms
Total Talk Time (CUSTOMER): 167424 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/9171fb71-8a4f-4dc6-9c02-25e16b5ca5e0_20250626T14:08_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] On APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can hear yes I can hear you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, I, uh, can I speak to, can I speak to [PII] L.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes sir, I can hear you. This is [PII].
[AGENT][NEUTRAL] I can hear you, sir.
[CUSTOMER][NEUTRAL] OK, may I speak to [PII]?
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] May I speak to [PII], I think that's her name [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, um, may I get your name and your callback number, sir?
[CUSTOMER][NEUTRAL] [PII] from [PII].
[CUSTOMER][NEUTRAL] Number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], do you have a policy with APL?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] What is your policy number, sir?
[CUSTOMER][POSITIVE] Let me get it right here for you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 626.
[CUSTOMER][NEUTRAL] 824.
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then what is.
[AGENT][NEUTRAL] Your address, phone number, and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And and that's my phone number right there I just gave you [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEGATIVE] Yes, sir. And just so no.
[CUSTOMER][NEUTRAL] I don't have an email.
[AGENT][NEUTRAL] OK, does [PII] know that you're trying to call her today? Is she expecting your call?
[CUSTOMER][NEUTRAL] Well, I had spoke to her, I think it was last week.
[CUSTOMER][NEUTRAL] I was trying to I was trying to find out about my uh interest that I had paid.
[CUSTOMER][NEUTRAL] For for the year of [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh she was gonna get back with me, you know, she's checking, you know, she's getting in touch with uh I think the [PII] office or somewhere, find that out, you know, get that information, and she told me she would get back with me within 2 days and I haven't spoken to her yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold, sir, and see if [PII]'s available to take your call. It's gonna be a brief hold while I um get in touch with her, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is away from her desk at the moment. I'm going to send her an email and let her know that you have tried to call her and have her call you back.
[AGENT][NEUTRAL] At this number that you gave me, the [PII].
[CUSTOMER][NEGATIVE] Yes, you can do that, but please have her call me back because I've been trying to find this out, you know, for about a month ago and I still haven't got no response from from nobody. They keep saying they're gonna call me back but they never do.
[AGENT][NEUTRAL] OK. All right. It's gonna be a brief hold.
[CUSTOMER][NEGATIVE] They never called me back.
[AGENT][NEUTRAL] Yes, sir. I unders I understand. I'm gonna put you on a brief hold while I get that email ready for Miss [PII] so that when she comes back from her break, she'll be able to call you back, OK?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] OK, let me ask you one question before you do that. Do you have that number in [PII] where I can call myself to decide to, you know, get that information because I know they'll be able to tell me.
[AGENT][NEUTRAL] Um, we do have an [PII] number, but it's, it's not associated with APL. Um, the number that you called is the correct number to call.
[CUSTOMER][NEUTRAL] talking about you
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, well, well, please have it because, uh, I, I, I need to find that out because I, I, I had my receipt where I had paid that I had sent that money in, you know, and I just wanted to verify that they had, you know, that it was paid. That's all I wanted to know.
[CUSTOMER][NEUTRAL] You know, for the for for the interest on that loan for [PII].
[AGENT][NEUTRAL] OK, let me look
[CUSTOMER][NEUTRAL] And uh that's that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the person that you really need to speak with is not sole, it's another lady that you need to speak with, um.
[CUSTOMER][NEUTRAL] OK. Is Ms. [PII] still there? Is it Ms. [PII]?
[AGENT][NEUTRAL] That, yes sir, that's who it is. I'm going to uh see if she's available.
[CUSTOMER][POSITIVE] Yeah, that's who I need to speak to Miss [PII], she always give me the correct answers, you know what I need to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's in the office today.
[AGENT][NEUTRAL] I'm looking to see right now, sir.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if she's available.
[AGENT][NEUTRAL] OK, she, Ms. [PII] is available for you, Mr. [PII]. It's gonna be a brief hold. I'm gonna transfer you on over to her so that she can talk to you about your policy.
[CUSTOMER][POSITIVE] Doing good. I appreciate that. And if I get disconnected you if I get disconnected, you have a number to call back, huh.
[AGENT][POSITIVE] OK. You're very welcome.
[AGENT][POSITIVE] Yes, sir, we do.
[CUSTOMER][NEUTRAL] OK, I hope.
[AGENT][POSITIVE] Sure do. OK. All right. It's gonna be a brief hold. Thank you so much, Mr. [PII], for calling APL.
[CUSTOMER][POSITIVE] Thank, thank, thank.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.