AccountId: 011433970860
ContactId: ab33b47b-7356-4457-999f-cd53e7e74cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197020 ms
Total Talk Time (AGENT): 86607 ms
Total Talk Time (CUSTOMER): 74890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/ab33b47b-7356-4457-999f-cd53e7e74cf8_20250224T22:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Um, I called earlier and spoke to [PII] in, uh, claims, and she said if I found something that I could go ahead and call back and be transferred to her directly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, I don't, but she said I didn't have to go through all of this. If, if you could just transfer me, she knows what it's about.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me see if she's available and I'll be happy to transfer you.
[CUSTOMER][POSITIVE] Perfect. I know she said she works until [PII] Central time.
[AGENT][NEUTRAL] OK, let me see if I can connect with her. Hang on just a second, OK?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII]. How can I help?
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, sorry, I saw you were available and I was like, oh, let me call her.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] She said that you were, she, I asked her about it and she said that you would know that, yeah, I knew that, but um, they don't know how many calls we get. But she said that.
[CUSTOMER][NEUTRAL] I wrote it down earlier. I think I have it.
[AGENT][NEUTRAL] Yes, she said that you told her if she finds something to call you back.
[CUSTOMER][NEUTRAL] I did
[AGENT][NEUTRAL] Does that help?
[CUSTOMER][NEUTRAL] Yes, and I, I located it out for whatever reason I was thinking.
[CUSTOMER][NEUTRAL] I couldn't remember at first if you were the one that transferred her or if it was [PII] and so then I pulled up the policy and I was like no that was the gentleman from [PII] because he had a strong Cajun accent.
[CUSTOMER][NEUTRAL] So then I was like oh let me check this other one so yes I have it.
[AGENT][NEUTRAL] You got it, and I wasn't even sure if the last name was right, but I was trying.
[CUSTOMER][NEUTRAL] Yeah, I got her.
[AGENT][NEUTRAL] All right, let me get her on the line and of course I don't have her policy up but she said that she wouldn't have to go through all that again, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] I guess I don't know I mean I did tell her to call me back so I don't know.
[AGENT][NEUTRAL] Yeah, well, if you verified her information earlier, we've been told that we don't have to verify, go through the verification process again.
[CUSTOMER][NEUTRAL] Like for same day calls and stuff.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK cool all right.
[AGENT][NEUTRAL] So, right, let me get her on the line, [PII]. Thank you. And I'm gonna be leaving at [PII], so I'm not planning on transferring anything else to you.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][POSITIVE] OK, be gone, [PII], have a good day.
[AGENT][NEUTRAL] I'm trying.
[AGENT][NEUTRAL] I want to, I want to.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me get on the line. Thank you, [PII]. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, Ms. [PII], I have uh [PII] on the line for you and I hope you have a lovely afternoon.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hey [PII] how are you?