AccountId: 011433970860
ContactId: 966b9b7e-2a3e-49e6-9321-aa5b5ef29913
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64930 ms
Total Talk Time (AGENT): 31609 ms
Total Talk Time (CUSTOMER): 36234 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/966b9b7e-2a3e-49e6-9321-aa5b5ef29913_20250204T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how did I get you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK, I, I was calling for the HR department and how did I get you [PII]? Wow, OK, well.
[CUSTOMER][NEUTRAL] OK, well, never mind, um.
[AGENT][NEUTRAL] Probably because
[AGENT][POSITIVE] It might be because we're doing HI calls now maybe and it's rolling to us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But for like claims information they uh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We first initial call I believe I I don't know I'm a little confused because we just started it on Monday.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Ah, OK.
[CUSTOMER][NEUTRAL] Wow, OK, so I was actually need to speak to actual, no, actually I need to speak with the, uh, an adjuster. That's why I was calling. So you would not be able to assist me with this, OK? You would not be able to assist me with this, but thank you anyway, [PII]. You have a good one.
[AGENT][NEUTRAL] But, but go ahead, let me help you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] You too, [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK, great. Alright, bye-bye.