AccountId: 011433970860
ContactId: be04458b-53fb-455e-aebe-d3e8644ecf1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160979 ms
Total Talk Time (AGENT): 57860 ms
Total Talk Time (CUSTOMER): 61342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/be04458b-53fb-455e-aebe-d3e8644ecf1d_20250620T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I can, I can hear you. Can you hear me?
[CUSTOMER][NEGATIVE] I couldn't understand what you're saying, but you gotta speak a little louder, please.
[AGENT][NEUTRAL] Oh, yes, sir, I can. This is, this is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I received a letter from APL about two weeks ago. My wife received a letter on policy number 981-82189. It's intensive care coronary care policy, and it says she reached the age of [PII]. I'm just calling to see what was covered in that and, and, you know.
[AGENT][NEUTRAL] Yeah, sure. I can have someone assist you with that. Let me get that policy number again, please. What's the policy number?
[CUSTOMER][NEUTRAL] So right now,
[AGENT][NEUTRAL] Can you please give me the policy number again?
[CUSTOMER][NEUTRAL] 981-821-89.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm still here, sir. I'm waiting on my system. Give me one moment, please.
[AGENT][NEUTRAL] OK, are you saying 9 as in the number 8? Are you saying A as in apple?
[CUSTOMER][NEGATIVE] I couldn't, I still can't understand what you're saying or hearing what you're saying.
[AGENT][NEUTRAL] OK, let, let, let me get your callback number, sir, and let me call you back. What's your number?
[AGENT][NEUTRAL] If it's better. Can I get your number, please?
[CUSTOMER][NEUTRAL] Oh, you need to call me back?
[AGENT][NEUTRAL] I think so. That way, that way I can hear you. What is your phone number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Tell me your name.
[CUSTOMER][NEUTRAL] So right now,
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII]'m calling for [PII] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, let me give you a call right back, OK?
[CUSTOMER][NEUTRAL] Alright, so I need to hang up with you to call me back.
[AGENT][POSITIVE] Yes, yes, sir, please do that and maybe we'll have a better connection, OK? And we'll call you right back, Mr. [PII]. Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.