AccountId: 011433970860
ContactId: a79ca806-ea18-41cb-af76-de7f9df75285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375899 ms
Total Talk Time (AGENT): 101169 ms
Total Talk Time (CUSTOMER): 61729 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a79ca806-ea18-41cb-af76-de7f9df75285_20250213T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can I speak with [PII], please?
[AGENT][NEUTRAL] With [PII], uh, which [PII]?
[CUSTOMER][NEUTRAL] Well, I've talked to her about that. She didn't give me her, she just said ask for [PII].
[AGENT][NEUTRAL] OK, so I can try and see if I can figure out who you were speaking with. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And
[AGENT][NEUTRAL] Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do now.
[AGENT][NEUTRAL] OK. What is that policy number, please?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I, no, that's 11-841493.
[CUSTOMER][NEUTRAL] There's 2 of them.
[CUSTOMER][NEUTRAL] I got a different number.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, Ms. [PII], so give me, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see if I can, I'm gonna place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me. OK, so I am going to transfer you to [PII] since she had told you to ask for her. So is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, just need to get back on the phone with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Well, I'll be happy to get you connected. So thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] You have reached the voicemail box of Tanya Rivers. My regular working hours are Monday through Friday, [PII].
[AGENT][NEUTRAL] Ms. [PII], give me just one moment. It's going to her voicemail, but hold on for me, please, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, I'm gonna try one more time to get you connected me straight, so give me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[CUSTOMER][NEUTRAL] You have reached the voicemail box of Tanya Rivers. My regular working hours are Monday through Friday [PII].
[AGENT][NEUTRAL] Yes, this is still [PII]. Thank you for holding. So [PII] seems to be having um a, an issue with her phone. It is sending the call to voicemail and it shouldn't be, so she wanted to know if she could call you back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, and, and so the [PII] is the best number for her to reach you on?
[CUSTOMER][NEUTRAL] That'll be fine.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. Well, I'm, I will make sure that she gets that information and she will give you a call back.
[CUSTOMER][POSITIVE] Thank you. You have a nice day.
[AGENT][POSITIVE] You're very welcome. Yes, ma'am. You too and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, bye bye.