AccountId: 011433970860
ContactId: b19e74a7-ab0e-4139-bc22-0a8dc2be203c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390149 ms
Total Talk Time (AGENT): 130334 ms
Total Talk Time (CUSTOMER): 129844 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b19e74a7-ab0e-4139-bc22-0a8dc2be203c_20250513T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to reach um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And I have her extension. I tried, uh, I, I have her extension. I tried to, you know, it prompt me to enter the, the extension, but
[CUSTOMER][NEUTRAL] Uh, it doesn't let me go through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, is there a way for me, for you to transfer me to her or?
[AGENT][NEUTRAL] Right, um, I can help you um reach Ms. [PII]. Is she expecting your call?
[CUSTOMER][NEGATIVE] No, I tried leaving a mess. I called uh over a week ago. I left a message to somebody.
[CUSTOMER][NEGATIVE] I never got a call back.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can I give you like the uh like the policy number and everything you can look up the case.
[AGENT][NEUTRAL] Yes, ma'am. What is your policy number?
[CUSTOMER][NEUTRAL] Or is it, or, or, or, or can you transfer me to her?
[AGENT][NEUTRAL] Right, um, I'll need to get your information first. Can I get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and I, my phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] This is, I'm calling from the California Department of Insurance. Um, the, the the uh policyholder or um name of the insured is [PII]. Policy number is
[CUSTOMER][NEUTRAL] 2, looks like it's a group number. uh 25565.
[AGENT][NEUTRAL] Yes, that does look like a group number. Let me look real quick and see if I can find it.
[CUSTOMER][NEUTRAL] Uh, oh, I have a policy, I have a policy certificate number.
[AGENT][NEUTRAL] Yes, ma'am. That would be it.
[CUSTOMER][NEUTRAL] If that helps.
[CUSTOMER][NEUTRAL] 02490137.
[AGENT][NEUTRAL] OK, alright, let me send, um, and I've got your phone number. Let me put you on a quick hold so I can IM Miss [PII], see if she's in the office today to be able to take your call.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just check in with her real quick, OK? It's gonna be a quick hold while I send her an instant message.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hi there Ms. [PII], this is [PII] back with you again. Uh, she is away from her office now we've got two options here. I can send her an email directly to her and give her your phone number and have her call you back with all the information you've just given me or if you wanted to try back uh later on today and see if she's back in, you can do that either way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or both.
[CUSTOMER][NEUTRAL] Oh, can you leave, uh, can you message her and ask her to call me back?
[AGENT][POSITIVE] Yes, ma'am. I will, I will take care of that. I'm gonna put you on a quick hold while I get that um email ready for her.
[AGENT][POSITIVE] And I'll be right back just as soon as I have it sent, OK? So you'll know what time it is sent at. You're very welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], what is the um initial for your last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] It's gonna be a brief hold again.
[CUSTOMER][NEUTRAL] And I need to give you, uh, and also, I also need to give you our our phone number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So that way she can, yes, our, our phone number is [PII] like Henry, C cat.
[CUSTOMER][NEUTRAL] B, uh, beaver.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's called an
[CUSTOMER][NEUTRAL] That's like a case number that that phone number.
[CUSTOMER][NEUTRAL] That's our file number, our case number.
[AGENT][NEUTRAL] It's called
[AGENT][NEUTRAL] Pace number, OK.
[CUSTOMER][NEUTRAL] Yeah. It's uh, yeah, she had um
[AGENT][NEUTRAL] All right, I'm gonna put you on a quick hold again.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, go ahead. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are
[AGENT][POSITIVE] OK, thank you so much for holding for me, Ms. [PII]. I've got that email sent to Ms. [PII] now, so just as soon as she's able to, she should return your call shortly, OK?
[CUSTOMER][NEUTRAL] Yes, thank you. And if, uh, so you already sent the message, is that everything?
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] OK. Yes, thank you. If, um, I, I'll be there for a call. Yes, thank you. All righty. Have a good one.
[AGENT][NEUTRAL] Yes ma'am, I did send the message.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Miss [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. All right. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.