AccountId: 011433970860
ContactId: b90b7c9b-8611-40d2-b2b8-9ab99ad1796e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328119 ms
Total Talk Time (AGENT): 88658 ms
Total Talk Time (CUSTOMER): 67188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b90b7c9b-8611-40d2-b2b8-9ab99ad1796e_20250225T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can I please speak to [PII] [PII], please?
[AGENT][NEUTRAL] I'm sorry, [PII], uh, what was the last name?
[CUSTOMER][NEUTRAL] [PII] and she's the, she's in charge of claims.
[AGENT][NEUTRAL] OK, give me just a moment. I can see if she is available. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII] and I'm calling from NAS.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Was this for an individual policy or for a group?
[CUSTOMER][NEUTRAL] Uh, it's for an individual with a group.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Are you the ad?
[CUSTOMER][NEUTRAL] I'm sorry, you were cut off.
[AGENT][NEUTRAL] Oh sorry, are you the group admin, [PII]?
[CUSTOMER][POSITIVE] No, we, she knows who we are. If you don't mind just transferring me to her, that would be great.
[AGENT][NEUTRAL] OK, let me see if she's available give me just a moment. I'm gonna put you on a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so she is currently in a meeting, uh, but it should be ending shortly, so I'm going to go ahead and give you uh her your callback number and just have her call you back whenever she's available. Um, I'm gonna read back that callback number just to make sure I heard it correctly that was [PII]?
[CUSTOMER][NEUTRAL] Hold on, let me make sure because I don't call myself. So sometimes I.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I could either that explains why [PII] didn't answer either so either one of them can call me back.
[AGENT][POSITIVE] Oh, so I, I'm, I'm sorry to interrupt, they actually just got out so I can go ahead and transfer you.
[CUSTOMER][NEUTRAL] Oh, thank you. You wanna send me to [PII]? Send me, send me to [PII].
[AGENT][POSITIVE] OK, you're welcome. Give me.
[AGENT][NEUTRAL] Sorry?
[AGENT][POSITIVE] What was that? I'm so sorry.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you send me the [PII] instead?
[AGENT][NEUTRAL] Um, let me see if she's available. Give me just a moment.
[CUSTOMER][NEUTRAL] OK, she might have been in the same meeting.
[AGENT][NEUTRAL] Possibly, let me see. Give me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon and thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][NEUTRAL] Doing alright. That was interesting timing, um, so she actually said either you or [PII], but I had already reached out to you so.
[AGENT][NEUTRAL] Are you ready for her? I do have a callback number.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Oh, I'll take it.
[AGENT][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] I'm sorry, I don't have any other additional information.
[CUSTOMER][NEUTRAL] That's fine. [PII]
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you, bye bye.