AccountId: 011433970860
ContactId: c82a6af3-f260-4b70-b6fb-d8781dfdf956
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107489 ms
Total Talk Time (AGENT): 51630 ms
Total Talk Time (CUSTOMER): 47286 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c82a6af3-f260-4b70-b6fb-d8781dfdf956_20250213T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] with whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the Illinois Department of Insurance, and I'm returning a call for um [PII].
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, Department of Illinois Insurance.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what policy is this regarding?
[CUSTOMER][NEUTRAL] Oh, it's, uh, I'm not sure what type of policy it is. It's, she's having trouble logging into our portal to respond to a complaint.
[AGENT][NEUTRAL] OK, give me one second. Let me see if I can reach out to her. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good call back number for you, uh, [PII], in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, she is away from her desk at this time.
[AGENT][NEUTRAL] Um, I can send her a message to return a call to you and since you don't have the, the policy number or anything, you just said [PII] was having issues logging into your system, your portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, just
[CUSTOMER][POSITIVE] Yeah, yeah, she should know um what I and that's my direct line that I left you so just yeah, just have her call back if she's still needing assistance, have her call that number and she'll get me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will do that. OK, thank you. Have a good one, OK? Thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.