AccountId: 011433970860
ContactId: a05a1238-2ff4-4993-8ef8-e8af73528be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212589 ms
Total Talk Time (AGENT): 65989 ms
Total Talk Time (CUSTOMER): 41576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a05a1238-2ff4-4993-8ef8-e8af73528be3_20250203T18:45_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] I returning your call to Misty.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll be happy to assist.
[CUSTOMER][NEUTRAL] Uh, she said that
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, may I have your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I don't have it.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] My social is [PII].
[CUSTOMER][NEUTRAL] So I thought I could just go right through to Misty.
[AGENT][NEGATIVE] I don't have um what's your name? because I don't have a way to.
[CUSTOMER][NEUTRAL] OK, I'm [PII]
[AGENT][NEGATIVE] OK, yeah, I don't have a way to transfer you.
[AGENT][NEUTRAL] Um, now I can send her your contact number and have her and ask her to call you.
[CUSTOMER][NEUTRAL] But she already called me.
[CUSTOMER][NEUTRAL] Uh, she said to call her back at this number, but that's OK. Maybe you can, uh,
[CUSTOMER][NEUTRAL] Find the status of my request.
[AGENT][NEUTRAL] OK, and if you can please verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you said you had put in a request?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. One moment, I see.
[AGENT][NEUTRAL] Um, do you mind holding for me a moment?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is [PII]. Hey [PII], um, did you call and leave a message for insured to call you back Roger Peak?
[AGENT][NEUTRAL] Oh, OK, because he said he needed to talk, but I was like, I don't know how to transfer him to you.
[AGENT][NEUTRAL] Um, if you want just because just tell him that we're having phone issues, uh, I'll call him right back. OK, alright, thank you.
[AGENT][NEUTRAL] Uh, thank you for your patience. I just spoke with [PII] since I'm not able to transfer you to her. She's about to call you right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm. Bye-bye.