AccountId: 011433970860
ContactId: b59e1530-4125-457d-9a2f-48009f454315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90620 ms
Total Talk Time (AGENT): 20031 ms
Total Talk Time (CUSTOMER): 53323 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b59e1530-4125-457d-9a2f-48009f454315_20250523T20:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team um how are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing all right um well I did have a member on the line, but it looks like um they got disconnected uh she had uh received a letter um with for portability, um, and she had, uh, questions about all that so I was gonna get you, uh, get her over to y'all, but she disconnected, so, um, you want her to call back?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, sure, I can give her a call back.
[CUSTOMER][NEUTRAL] I don't know that I even got the right one. I have [PII] well, you know what, let me give me just a moment.
[CUSTOMER][NEUTRAL] Let me see if this is what we have for her.
[CUSTOMER][NEUTRAL] OK, yeah, um, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0944 and I've got a policy number too when you're ready.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So 02.
[CUSTOMER][NEUTRAL] 59.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3872.
[CUSTOMER][NEUTRAL] And we were speaking with uh [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. I have it. Um, I'll go ahead and give her a call back.
[CUSTOMER][POSITIVE] All right, I sure appreciate it thank you bye bye.
[AGENT][POSITIVE] You're welcome. You have a good one. Bye.
[CUSTOMER][NEUTRAL] You too. Bye.