AccountId: 011433970860
ContactId: 93ca27c8-f040-423d-8134-92e7869f5baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122150 ms
Total Talk Time (AGENT): 76569 ms
Total Talk Time (CUSTOMER): 35122 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/93ca27c8-f040-423d-8134-92e7869f5baf_20250516T12:31_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII], and I'm calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] The queen size, yeah.
[AGENT][NEUTRAL] OK, well, [PII], at the moment, I am so sorry that our systems are down.
[AGENT][POSITIVE] If there's a way that I can call you directly, I'll be happy to take a message or if you would like to try try back maybe in an hour, hopefully, I mean they're in the process of working on it, so whichever is easier for you.
[CUSTOMER][NEUTRAL] Well, um, if I, if I give you.
[CUSTOMER][NEUTRAL] If I give you the information, could you call me back with like what you found out about the account?
[AGENT][NEUTRAL] It would be easier if we just wait until I can call you back and speak with you.
[CUSTOMER][NEUTRAL] We're not.
[CUSTOMER][NEUTRAL] OK. Well, um,
[AGENT][NEUTRAL] Because I can't pro, yes, ma'am. So, I mean, that's up to you if you have a direct line. I know that sometimes there's not a direct line or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Way to leave an option? I mean, a voicemail or anything like that.
[CUSTOMER][NEUTRAL] Um, I do have a direct line. The only thing is I'm on the phone a lot, so.
[AGENT][NEUTRAL] Right. I understand. I mean, that's the way my job is. So that's why I asked, you know, if it would just be easier for you to try and call us back and hopefully, the system would be up when it when it, you know, you call back, [PII]. I would say at least an hour, at least an hour.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] Will that be OK, and I am so sorry.
[CUSTOMER][NEUTRAL] Yeah, I mean I guess we don't have a choice here, all right.
[AGENT][NEGATIVE] No, we don't. I'm not unfortunately, we don't.
[AGENT][NEUTRAL] At the moment
[CUSTOMER][POSITIVE] All right well thank you.
[AGENT][POSITIVE] OK, well, you're very welcome, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye bye.