AccountId: 011433970860
ContactId: c0e39c9b-93f1-4532-abac-201a7ba210f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264579 ms
Total Talk Time (AGENT): 60938 ms
Total Talk Time (CUSTOMER): 66272 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c0e39c9b-93f1-4532-abac-201a7ba210f4_20250408T15:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, can I please speak to [PII] in the claims department?
[AGENT][NEUTRAL] Um, I don't
[AGENT][NEUTRAL] [PII] doesn't work in the claims department. She works in customer service. Do you need some help with a claim?
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] Yeah, she was helping me with something yesterday and she told me, uh, I was waiting on something. She's like just call me back. I'm the only [PII] here so just ask for me.
[AGENT][NEUTRAL] OK. Give me one moment, let me see if she's available.
[CUSTOMER][NEUTRAL] OK, my name's [PII].
[AGENT][NEUTRAL] What's your name? [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Um, I'm, I'm actually calling from the broker's office.
[CUSTOMER][NEUTRAL] In regards to [PII], that's the one she was helping me with.
[AGENT][NEUTRAL] Do you have [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hold on, I gotta look for it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's her last name? Was it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], she works for a company called, well, uh, she's not active anymore. Her policy terminated in October.
[AGENT][NEUTRAL] But do you have the policy number?
[CUSTOMER][NEUTRAL] Her, um
[CUSTOMER][NEUTRAL] Yeah, her policy number is 0189.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 99.
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[AGENT][NEUTRAL] Do you have that?
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Spell your name.
[CUSTOMER][NEUTRAL] My name is uh spelled [PII]
[AGENT][POSITIVE] Thank you, [PII] and [PII] and what is a good callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Trying to see if she's available.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I place you on a brief hold while I see if she's available.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, she said, can she give you a call back?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] The [PII] number, right?
[CUSTOMER][NEUTRAL] Yeah, that's right. It's my cell phone.
[AGENT][NEUTRAL] [PII]. She says she's gonna give you a call back as soon as she's off the phone with another insured.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.