AccountId: 011433970860
ContactId: 93c19692-65f3-4333-9b54-a9933d03ea27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223600 ms
Total Talk Time (AGENT): 39160 ms
Total Talk Time (CUSTOMER): 121441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/93c19692-65f3-4333-9b54-a9933d03ea27_20250304T20:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling the APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I guess I wouldn't be able to ask for care, would I? Is this just an automatically goes to whoever gets the call?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, what about, um, someone in that if you, OK, I spoke with a carer and she had to transfer me to I guess the main customer service or someone higher than her, uh, what would that be?
[AGENT][NEUTRAL] What is the, uh, your name and the policy number?
[CUSTOMER][NEUTRAL] OK, so I, well, the thing is I called about a policy and I found out it was not active anymore and so uh we, we um discussed everything that's what I had to speak with somebody else about it to talk with them and uh they were so helpful because I was quite upset about finding out that that my policy had been canceled.
[CUSTOMER][MIXED] And um it happened when I retired and something did not go smooth, I guess. But anyway, the person was so nice to me and I was hoping to thank her and update her that I found out that my policy had been changed to another company. So I do have cancer insurance.
[CUSTOMER][NEUTRAL] Uh, but it's not with American public, and I just wanted to try to reach out to that person, but I don't know if I, if you can find that person for me or not.
[AGENT][NEUTRAL] Only if um, if you have your policy number, I can look in our notes and see who you spoke with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I do, uh, it is 708-026.
[AGENT][POSITIVE] OK. Thank you, ma'am. And your name is, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I did not give it. I just started talking [PII].
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[AGENT][NEUTRAL] Uh, looks like you probably, it looks like you spoke to [PII].
[CUSTOMER][NEUTRAL] That I thought it was with the [PII], yes.
[AGENT][NEUTRAL] OK. And you wanna see if she's available to speak with her?
[CUSTOMER][NEUTRAL] Yes, if you can see if I can, you know, I don't know if you can find her or not, but yes.
[AGENT][NEUTRAL] Uh, let me see if she's available. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like she's gone to lunch. If you like, I can transfer you to her voicemail.
[CUSTOMER][POSITIVE] That would be just as good, yes.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] And thank you for your help.
[AGENT][NEUTRAL] Alright, you're welcome, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You have reached