AccountId: 011433970860
ContactId: ae488f0b-47cd-4e88-bf80-aa768dd5d87d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305410 ms
Total Talk Time (AGENT): 58160 ms
Total Talk Time (CUSTOMER): 37730 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/ae488f0b-47cd-4e88-bf80-aa768dd5d87d_20250314T15:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is Mr. [PII] again. I called on there this morning. I talked to someone I guess she didn't give me her name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we can find, and you can find out how in Mars.
[AGENT][NEUTRAL] Who it was? Oh, yes, sir, I can um try to pull up your policy and I'll check the notes and see who left the last note for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] So uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01688695.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, I see the um claim here, or sorry, I see your policy here and I see the notes. So you don't have to verify because we just spoke with you this morning. Um, no, no, no, it wasn't me. I just see the notes here. I'm trying to see who left these notes.
[CUSTOMER][NEUTRAL] Talk with you?
[AGENT][NEUTRAL] OK, it looks like the.
[AGENT][NEUTRAL] OK, so I see that you spoke with Soul. Um, let me see if she's the [PII] is on a call. Is there something I can help with, or?
[CUSTOMER][NEUTRAL] Well, I'm at, I'm at [PII] in [PII] right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she, and she wouldn't know who I spoke to this morning.
[AGENT][NEUTRAL] Oh, OK. And just their name?
[CUSTOMER][NEUTRAL] Yeah, the name.
[AGENT][NEUTRAL] OK, well, yes.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Disconnecting call due to no response.