AccountId: 011433970860
ContactId: a93e19c1-ea88-4b93-89ad-8d11d703a09b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149729 ms
Total Talk Time (AGENT): 69668 ms
Total Talk Time (CUSTOMER): 77122 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a93e19c1-ea88-4b93-89ad-8d11d703a09b_20250219T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so, I have an HR call. They're wanting benefits for home help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, all right. Do you have a name or a callback number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] OK. And did she provided a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 02592902.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I don't know if she hung up or I can't get back to her. I don't know what happened.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's OK. Go ahead and put her through. Let me see what I can do.
[CUSTOMER][NEUTRAL] Hold on just a second. I don't know if my phone's working right or either she hung up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know how to switch it back to her, switch it over to you. It's not, so apparently she
[AGENT][NEUTRAL] If you don't see it in the top, that means that if she's not there, but if you, um, if you have an option to just join, just go ahead and just click on it and you can just let it go. But yeah, she's not, her phone number is not in the top, she's not there no more.
[CUSTOMER][NEUTRAL] Let's see, hold on. Oh, my phone must be messing up then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second. I'm sorry.
[AGENT][NEUTRAL] OK. That's OK.
[CUSTOMER][NEGATIVE] She must have hung up cause I don't, all I say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh you see like call mute or do you see join or you don't see joint?
[CUSTOMER][NEUTRAL] I don't see it anymore.
[CUSTOMER][NEUTRAL] I don't see, I, all I see is my available up here and that's it. I don't see. Usually it says switch over, but it don't say any of that, so she might have hung up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, you can just end the call. Yeah, I'll go ahead and call her and you said it's [PII]?
[CUSTOMER][NEUTRAL] Can you give her a call back? Yeah.
[CUSTOMER][NEUTRAL] [PII], yes, and her name was [PII].
[AGENT][POSITIVE] [PII], OK, OK, got you, and you're welcome. Is it? No problem, don't worry.
[CUSTOMER][NEUTRAL] Thank you. I'm sorry. I don't know what happened to my phone.
[CUSTOMER][NEUTRAL] Uh, or she hung up one. I'm not sure.
[AGENT][POSITIVE] Probably, yeah. OK. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Good morning. This is So [PII].