AccountId: 011433970860
ContactId: c2339fbd-b3a5-46fd-9312-ef8656136f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94110 ms
Total Talk Time (AGENT): 48502 ms
Total Talk Time (CUSTOMER): 52179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c2339fbd-b3a5-46fd-9312-ef8656136f1b_20250121T17:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I'm not quite sure if you're gonna be able to help me with this or not it does seem like it's maybe [PII]'s uh department but um I have an insured on the line. They had requested um a cash value for a loan on their whole life policy, and I do see where the hub request was submitted back on the [PII], but it says it's not been started, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know if you could give me some sort of update or like maybe a time frame is that something only [PII] works on?
[AGENT][NEUTRAL] Yes, only [PII] in memory. Yes, and memory sometimes works on them. Um, she has, she is being trained on it, but I'm not sure about how long she, um, it will take for her. Um, you can probably just, um,
[CUSTOMER][POSITIVE] It is OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] um, tell the insured that we will give her a call back today, um, providing a time frame and we can reach out to [PII] and tell her that they are requesting that information.
[CUSTOMER][NEUTRAL] OK, OK, um, they can expect a call back today?
[AGENT][NEUTRAL] Mm, um, I mean, it, it will be up to, um, [PII] if she's able to to do it.
[CUSTOMER][POSITIVE] OK, OK, that's what I thought so I'll probably just assure them that it is in progress and we'll just get to them as soon as we can. OK, got it. Alright, I appreciate your help thank you.
[AGENT][NEUTRAL] Mhm. Yes. Mhm.
[AGENT][POSITIVE] You're very welcome. Have a nice day.
[CUSTOMER][NEUTRAL] Alright, you too. Bye-bye.
[AGENT][NEUTRAL] Bye.