AccountId: 011433970860
ContactId: c3438d1a-ea40-4180-adde-7db5e227093b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206320 ms
Total Talk Time (AGENT): 59978 ms
Total Talk Time (CUSTOMER): 52510 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c3438d1a-ea40-4180-adde-7db5e227093b_20250214T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking for April, please.
[CUSTOMER][NEGATIVE] Returning her call.
[AGENT][NEUTRAL] OK, I could see if April is available um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], excuse me, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. uh, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, I'm an agent and I've been helping someone with a claim and I'm just returning a phone call from my voicemail because it came in on a number that I didn't recognize.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, all right.
[CUSTOMER][NEUTRAL] Yep, y'all's phone number, yeah, so I need to talk to her, yeah.
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] Alright, well give me just a moment, [PII]. I'm gonna put you on a brief hold and I'll see if April is available, OK? Thank you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh I'm sorry [PII] you didn't happen to get a last name for April, did you?
[CUSTOMER][NEUTRAL] I don't think she left me one.
[AGENT][NEUTRAL] Mm, OK, did she happen to say what department she was in?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Or what this was in regard to?
[CUSTOMER][NEUTRAL] I'm sure she's in flames.
[AGENT][NEUTRAL] You could say it was for a claim. OK, yeah, OK, OK, got you. OK, thank you one moment.
[CUSTOMER][NEUTRAL] Probably claim that.
[CUSTOMER][NEUTRAL] Yeah, cancer claim. thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good. How are you doing?
[AGENT][NEUTRAL] Doing good thank you um so all I have is that her name is [PII] that she's an agent. I do have a call back but I don't have a policy number or anything.
[CUSTOMER][POSITIVE] I have it pulled up right here. Thank you.
[AGENT][NEUTRAL] OK, yeah, are you ready for her now?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] All right thank you bye bye.