AccountId: 011433970860
ContactId: a57e8530-9786-4338-b30e-9c8a59852c61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98069 ms
Total Talk Time (AGENT): 43331 ms
Total Talk Time (CUSTOMER): 51850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a57e8530-9786-4338-b30e-9c8a59852c61_20250428T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Hey, I'm good. Um, I was wondering if you could help me with the policy. Can I give you the number?
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Um, it's 02538050 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What we got going
[CUSTOMER][NEUTRAL] Um, so I, I have [PII] on the line. He just called. He spoke to [PII] and he had asked to speak to her, but she didn't respond back to me. He's just wanting to know if there's a lien on any payout.
[AGENT][NEUTRAL] Uh, I'm pretty sure we don't hold liens, but that is going to be a legal question.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So do I need to just send like [PII] a message or?
[AGENT][NEUTRAL] Yeah, I would send [PII]. You can copy [PII] on it because [PII], she helped [PII], like she's her backup, so if she's ever out of the office, so you can copy [PII] on our message [PII], copy [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I don't know if they're even here still. I think [PII] is, but she leaves at [PII] typically and [PII]. I'm not 100%. She might have to send them an email so they can follow up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will send them a message. Just let him know that if, yeah, I don't get anything back, then we'll just have to get back to him tomorrow. Thank you for letting me know that. I appreciate you.
[AGENT][POSITIVE] Yeah, no problem at all.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.