AccountId: 011433970860
ContactId: c55a0c1d-31ad-47de-9e12-f675e788dcaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174339 ms
Total Talk Time (AGENT): 80870 ms
Total Talk Time (CUSTOMER): 73336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c55a0c1d-31ad-47de-9e12-f675e788dcaa_20250424T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm uh trying to reach [PII]. I have her extension. I dialed it, but after I dial, it um it's, uh, the system just uh disconnect me.
[CUSTOMER][NEGATIVE] It doesn't really transfer.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII], um, is there any reason that, uh, what is the reason we're trying to reach out to her? Is it for a claim?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes. Well, I'm calling from the California Department Insurance. She had responded to me, but I need to talk to her, um, because we're missing a letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so that's why I want to get in contact with her.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I do have her extension.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, uh, Ms. [PII] is already out of office. Um, I, I guess she is, she has been done for the day.
[CUSTOMER][NEGATIVE] OK. Is there a way for you um for you to transfer me to her voicemail so I can leave a message because I couldn't even get through to, get to her voicemail.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Or I can or I can leave a message with you.
[AGENT][NEUTRAL] Um, since it is a claim, um, um, paperwork that is needed, uh, we will be, um, needing someone from, from the claims department that
[AGENT][NEUTRAL] Can assist you with it. I can take the information for the policy and transfer you to the claims department and see if anyone else um is able to access that information. Does that work?
[CUSTOMER][NEUTRAL] No, because she's um
[CUSTOMER][NEUTRAL] She's in the appeals and I just need a um
[CUSTOMER][NEUTRAL] A document, uh, I mean, a, a letter actually. So I think she's, she's aware of it. I'm not sure, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Anybody else can assist me with it.
[CUSTOMER][NEUTRAL] So is there a way to transfer me to her voicemail any, by any chance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Unfortunately, no. Um, I, I do not have the option, uh, for it.
[AGENT][NEUTRAL] Um, but I, I will, let's see her schedule.
[AGENT][NEUTRAL] is from [PII] Monday through Friday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, I will get um a call back tomorrow morning could help.
[CUSTOMER][NEUTRAL] OK, I'll um
[CUSTOMER][POSITIVE] Uh, I'll send it to the portal then. OK, thanks for your help.
[AGENT][NEUTRAL] I apologize that we couldn't reach out to her.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's fine. Uh, all righty, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. You have a nice day.