AccountId: 011433970860
ContactId: c4a5a68c-2500-4a6b-9c0d-0dcc11c6aeb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299179 ms
Total Talk Time (AGENT): 60730 ms
Total Talk Time (CUSTOMER): 53786 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c4a5a68c-2500-4a6b-9c0d-0dcc11c6aeb4_20250602T21:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh I was trying to get in touch with [PII].
[AGENT][NEUTRAL] OK, I can try to reach Ms. [PII] for you. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And Ms. [PII], are you calling with a group or you're the insured?
[CUSTOMER][NEUTRAL] Um, I, um, it's, it's about a, um, estate question that she's been working on with me.
[AGENT][NEUTRAL] OK, let me see if she's available. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That is not what I asked.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I was able to reach Ms. [PII]. I'm getting ready to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, Ms. [PII], um, hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm trying to bring it up because I believe it's for [PII], uh, a life policy 152991 because that's too, uh, my year you said she can't speak English.
[AGENT][NEUTRAL] No, no, no, no, she can speak English. I just don't think she understood my question because I'm like, well, may I have the policy number? Are you with the insured or the group? And she's like, well, she's been helping me and I'm like, well, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. I, that's his, that's uh that's the next of kin wife. You can let me speak to her.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] All right. You need to put some notes, I can give you the policy number.
[AGENT][NEUTRAL] It's the 152991.
[CUSTOMER][NEUTRAL] Uh, yeah, that's it, yeah.
[AGENT][NEUTRAL] OK. All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Thanks so much for holding. I have Ms. [PII] on the line to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm Ms. [PII]