AccountId: 011433970860
ContactId: c6b9138e-57ef-42b1-b6ac-8cb227095459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318369 ms
Total Talk Time (AGENT): 149059 ms
Total Talk Time (CUSTOMER): 79536 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c6b9138e-57ef-42b1-b6ac-8cb227095459_20250416T17:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] Eller. I'm trying to get a hold of a [PII].
[AGENT][NEUTRAL] OK, Miss [PII], are you returning a call to her?
[CUSTOMER][NEUTRAL] Yes, ma'am. She called me. I missed a call earlier. I had a, had a dentist appointment and turned my ringer off and never turned it back on.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, well, I can certainly see if [PII] is available. Go ahead and give me a good callback number for you in case we get disconnected.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 710
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Yeah, I had um somebody on the phone just a minute ago and it just went blank.
[AGENT][NEUTRAL] Uh oh. And go ahead and give me your policy number too, Ms. Eller.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Turn back over here, 01.
[CUSTOMER][NEUTRAL] 66
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 6167
[AGENT][NEUTRAL] OK, give me just a moment to get this.
[AGENT][NEUTRAL] OK, Miss [PII], so let me go ahead and verify your information for security before I um transfer you to [PII]. If you'll just verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your home?
[AGENT][NEUTRAL] Mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Eller Way, Westminster, South Carolina.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the [PII], that is the best number that we should have on file for you. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. Alright, so if you'll give me just one moment, the seller, to see if [PII] is available and then I if so I can get you connected to her so hopefully y'all won't have to play phone tag, but let me, let me just check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome. Bye bye.
[AGENT][NEUTRAL] I believe she's available, but I'm just double checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience. Now, it does look like she's on a call at the moment. Do you want to, um, I mean, would you like to just hold for a moment or would you like for me to just send her a message asking her to give you a call back if you'll be available now? Mhm.
[CUSTOMER][NEUTRAL] Another call.
[AGENT][POSITIVE] Yeah, fun tag.
[CUSTOMER][NEUTRAL] Yeah, I got my ringer on now.
[AGENT][NEUTRAL] So with that, do you, would you like to hold for just, I can't say how long she may be on this call. You're more than welcome to hold or I can just have her. OK. All right. Well, I will send her a message asking her to give you a call back.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, you could get her to call me back would be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I got my ringer on so.
[AGENT][NEUTRAL] I will put that in there too. Miss Eller says she has a wringer on now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I'd, I'm terrible about going, doing that. I'll remember to turn it off, but I'll remember to turn it back on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's OK. I keep.
[AGENT][NEUTRAL] I know, I do the same thing, Ms. Eller, so don't feel like you're the only one. I turn my ringer off during the work day, and then I also turn it off, obviously, at church, and then I will completely forget to turn them both back on. I mean, you know, when I get off of work or when I leave church, I just, yeah, I don't think a thing about it. But anyway, but yes, ma'am, I'll be happy to have [PII] to give you a call cause she is still on the, on the other call at the moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're welcome. Can I help you with anything else?
[CUSTOMER][NEUTRAL] Um, that's it, I think.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] That.