AccountId: 011433970860
ContactId: b4f49b78-ed6b-4fb2-bd8a-ef97ce5079f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139179 ms
Total Talk Time (AGENT): 41870 ms
Total Talk Time (CUSTOMER): 59882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b4f49b78-ed6b-4fb2-bd8a-ef97ce5079f1_20250116T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] again. How are you doing?
[AGENT][POSITIVE] Hi, Ms. [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. um, look, I talked to my husband and he, he can, he has self service right now so if you wanna call him so that you can talk to me about anything, I know it'll only be good for today but um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right, so what we'll need.
[CUSTOMER][NEGATIVE] He has not last time I talked to him he had not received an email, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, let me look. I've sent it, um, to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes. Tell him to look in his spam.
[CUSTOMER][NEUTRAL] Um, I wonder if it went.
[CUSTOMER][NEUTRAL] Yeah, I bet that's where it is. OK, I'll tell him that, but if you want to, um, I, I didn't know, um, you know, would that help me be able to get set up online?
[AGENT][NEUTRAL] Right, so what you'll have to do is 3 way call. You'll have to call him and the 3 of us be on the phone together so that he can verify the policy and I can get that verbal consent.
[CUSTOMER][NEUTRAL] OK, so do you, I don't know how to do that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there something you can do?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, let me think, let me think. What's his phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try real quick, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hi, this is [PII]. Uh, just leave your name and number and I'll call you back. Thank you.
[CUSTOMER][NEUTRAL] Uh, he can't, he's, I don't know where he is, OK.