AccountId: 011433970860
ContactId: b80cd6cc-1f0e-4ce3-9a8d-6ad31c957dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138149 ms
Total Talk Time (AGENT): 35197 ms
Total Talk Time (CUSTOMER): 63983 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b80cd6cc-1f0e-4ce3-9a8d-6ad31c957dc3_20250429T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was just talking to [PII] or [PII]. I couldn't, I couldn't quite catch her name was with [PII] or [PII] a few months ago, then all of a sudden nothing. I couldn't hear her and
[CUSTOMER][NEUTRAL] Don't know what happened. Still had a connection, but don't know what happened.
[AGENT][NEUTRAL] Um, OK. Uh, I can get your policy pulled up. What's your number?
[CUSTOMER][NEUTRAL] Uh, I have no idea. I'm not, I'm not on the portal right this second, but [PII], and I'll give you my social real quick.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Tell me when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Alright [PII].
[CUSTOMER][NEUTRAL] I've talked to you before.
[AGENT][POSITIVE] Yes, I believe so.
[CUSTOMER][NEUTRAL] Just trying to get a status, yeah, trying to get a status on my disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I still have not received anything or heard anything.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, well, when [PII] might want to pass along to her if you, if you can, uh, when I first started talking to her, I told her she had a like an electrical, uh, short in her headset order she was using because it kept crackling. I couldn't hardly understand her, so.
[CUSTOMER][NEUTRAL] It might have finally went out altogether.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, I'm not able to search by social. I'm having technical difficulties. Let me, um, yeah, I, goodness gracious, I'm.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] You have that bad weather over today or?
[AGENT][POSITIVE] We are having, we're, I'm in [PII] and [PII]'s in [PII] or she's at the outskirts too. We are having some bad weather, but let me get you back into our queue and see if someone else can help you. I'm so sorry about that, you know. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK, [PII]. I would, all right.
[CUSTOMER][NEUTRAL] Transferring.