AccountId: 011433970860
ContactId: bc445682-5ab7-4aed-b20a-5dca9bd22d8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456510 ms
Total Talk Time (AGENT): 124627 ms
Total Talk Time (CUSTOMER): 136561 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/bc445682-5ab7-4aed-b20a-5dca9bd22d8d_20250331T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I'm trying to get in touch with Miss [PII].
[AGENT][POSITIVE] OK. Yes, sir. I can.
[CUSTOMER][NEUTRAL] 2 weeks ago, she's on vacation.
[AGENT][NEUTRAL] OK, let me, I'm sure she's here today. Let me check on that.
[AGENT][NEUTRAL] Um, can I get your name if you don't mind?
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I mean it's, it's in reference to Mr. [PII].
[AGENT][NEUTRAL] OK. Yes, sir. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] No, uh-huh.
[AGENT][NEUTRAL] OK, OK, thank you, and I will get her for you. Just hold on just a second.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello, yeah.
[AGENT][NEUTRAL] I am not able to connect you to her, um, but I do have her and she said to send her your phone number and she will call you right back. Um, I don't know what is going on. OK, I'm so sorry. She asked me to try it one more time and if I don't get her this time, um, I mean, I'm messaging her back and forth, but the phone will not connect is the problem, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, something's wrong with, something's wrong with y'all's recording. Yeah, OK, you want my phone number? Yeah.
[AGENT][NEUTRAL] [PII], is it? Oh, yes, let me, is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK. If you don't mind, let me try to get you to her one more time and if it doesn't work this time, then she will just call you right back.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][POSITIVE] Hey, this is [PII]. Um, I'm so sorry.
[CUSTOMER][POSITIVE] Hey [PII], it's finally working. OK. OK.
[AGENT][POSITIVE] Oh, now this man on the phone, and I'm so sorry, I was hoping I wasn't making you have a missed call or anything like that. Um.
[CUSTOMER][POSITIVE] No, that's all right.
[AGENT][NEUTRAL] But he said he was calling on behalf of [PII], um, and he, he didn't have a policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What's his name? What's his name?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII], OK, what's the policy number?
[AGENT][NEUTRAL] He didn't have a policy number and I was looking it up, um, but I'm not really finding it.
[CUSTOMER][NEUTRAL] Let me go back to the, I apologize. I know we, I got an urban Louis, so hold on one moment. Let me get to the light claims down here and I can tell you what that policy number is. Yup, cause I got somebody, I got somebody working. I mean, so I think this is the man that's supposed to be getting that, uh, uh, cert he supposed to be getting a certified wheel, you know, let me say urban Les kind of how to do this. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I might be telling [PII] wrong.
[CUSTOMER][NEGATIVE] My and my computer is so slow. I've been out of the office and uh my computer is so slow. They lose. I'm, I'm looking for, that's a hobby [PII]. I loses maybe we don't pay the Urban Lewis. Now that was [PII], so I don't, I don't have, I'm, I'm, so his name is [PII] and he couldn't give you a policy number.
[AGENT][NEUTRAL] Right, he said he was calling on behalf of [PII], and he asked for you specifically. He said he needed to speak with.
[CUSTOMER][NEUTRAL] OK, we'll give it to. OK, let me speak to him. I might be somebody I know. OK.
[AGENT][NEUTRAL] OK. OK. I'm sorry. I just, I don't, OK, OK. Here he comes.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh. This is [PII] in the claims department, and you said you're calling in reference to a policy on Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh. Do you have the policy number?
[CUSTOMER][NEUTRAL] I don't have it uh.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to have a, OK, I'm gonna have to have a pass.
[CUSTOMER][NEUTRAL] Yeah, if I've been talking to you, you should have a policy number, so let me see, can we bring up anything? I might have it. Let me look here. A APL is that who you with? I'm APL, yes sir.