AccountId: 011433970860
ContactId: 94857d25-5dfb-4114-9d3f-4009699471bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173220 ms
Total Talk Time (AGENT): 58478 ms
Total Talk Time (CUSTOMER): 57079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/94857d25-5dfb-4114-9d3f-4009699471bc_20250606T21:45_UTC.wav
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[CUSTOMER][NEUTRAL] It's laughing or something.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just spoke to someone named [PII]. Is there a way that you could transfer me to her?
[AGENT][NEUTRAL] Uh, I can definitely see if she's available. Um, what was your name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] and the last name is [PII] She just went.
[CUSTOMER][NEGATIVE] She just left me a message and for whatever reason my phone didn't ring.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh oh. All right. Give me just a moment. Let me see if she is available.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, while I wait to see if she's available, uh, [PII], can I go ahead and get a good call back number from you in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEGATIVE] And I don't know why it didn't ring. It's on ring.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm not sure, uh, but you have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, my policy number 2582063.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alrighty, so I'll go ahead and verify your information while we're waiting, uh, [PII], can I go ahead and get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then can I get your mailing address?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for that. Alright, so she just messaged me and said that she is available so I'm just gonna put you on a brief hold and get her on the line OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How's it going today?
[CUSTOMER][POSITIVE] Oh good how are you?
[AGENT][NEUTRAL] I, I'm doing all right. OK, so I've got Ms. [PII] up, um, I did verify her. Are you ready for her now? She said for some reason she just didn't hear her phone.
[CUSTOMER][POSITIVE] Yes, I am thank you.
[CUSTOMER][POSITIVE] OK, yes, thank you so much. I appreciate you.
[AGENT][POSITIVE] Alright, thank you, of course, here she comes bye bye.