AccountId: 011433970860
ContactId: 9ffeabd1-6952-48db-a74f-f5c8b9ca417c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495010 ms
Total Talk Time (AGENT): 73973 ms
Total Talk Time (CUSTOMER): 102499 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9ffeabd1-6952-48db-a74f-f5c8b9ca417c_20250603T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in [PII]. How are you today?
[AGENT][POSITIVE] Hey, I'm good how are you?
[CUSTOMER][NEUTRAL] I am good, sweetie. I've got um a lady she's calling about a policy on one of her employees don't know if it's portable after they uh retire if they can carry it.
[CUSTOMER][NEUTRAL] It's 964742.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] [PII]'s her name, and I can just tell her yes or no if you want me to.
[AGENT][POSITIVE] OK, so this is new for us because we're taking over customer service, so I'm gonna see if I can do this.
[CUSTOMER][NEUTRAL] I don't think that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know, yeah, you're I don't think that I guess we should ask um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm pulling up the um policy right now. Apparently we're supposed to be able to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See if it's portable from here. Hold on one second.
[CUSTOMER][POSITIVE] OK, you're good.
[CUSTOMER][POSITIVE] Yes ma'am, I'm, I'm gonna take your time because I told her I was gonna have to find out, so you're good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second, the certificate.
[CUSTOMER][NEUTRAL] You sure you're fine.
[AGENT][NEUTRAL] [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Not at all, sweetie. Thank you.
[AGENT][NEUTRAL] I'm gonna have to ask for this one. OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] hello, [PII].
[CUSTOMER][POSITIVE] Thank you, hang on.
[AGENT][NEUTRAL] I'm so sorry. Let me, um, do you want to tell her we'll call her back because I don't know and I
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] She, she, it's OK. I know it's all, um, she hung up. That's fine. I'll let her know. No, it's fine. You have to find out. You don't feel bad. Yeah, um.
[AGENT][NEUTRAL] Well, I'm gonna see because uh I don't know. Apparently we're supposed to be able to see from the policy, sir.
[CUSTOMER][NEGATIVE] I don't think that is good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know, but I can find out and um I can let you know.
[CUSTOMER][NEUTRAL] That's fine. Yeah, just let me know. That's fine. Yeah, just send me a message, and I'm gonna call her back. We know that for a long way we're, we're still researching. I'm gonna call I'll let her know that we're still researching it. Just keep me I when you get, OK, that's fine that's.
[AGENT][NEUTRAL] You want me to send you a message?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you. I'm so sorry. I'm writing in the chat waiting for a response, looking.
[CUSTOMER][POSITIVE] Oh, lovely story.
[AGENT][NEUTRAL] It's a bit crazy.
[CUSTOMER][POSITIVE] Don't be sorry, girl, we got this. It's insane. We're gonna make it that. It's OK. You're good. I'll call her back right now. I'll let her know. I'll let her know, OK?
[AGENT][NEUTRAL] All right. Well, I'll send you a team's message once I figure it out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great. Thank you so much, OK? All right. Bye-bye. Mhm.
[AGENT][POSITIVE] Alright. You're welcome. Bye bye.